Village Inn — Restaurant in El Paso

AWFUL, Management & Issue Handling.

First off, we were approached by the young lady who managed the night shift this evening (5/22); she notified us that the internet was down & we'd have to pay cash. We quickly informed her, none of us in our party had cash, only cards. She said she'd speak with her General Mgr to see what the next course of action would be. She returned & asked if one of us could go to the corner store or bank & pull out cash & return to pay. To be clear, we were a party of 5 and split in 2 parties. Begrudgingly, we offered to go after she said Cashapp (which we offered) was not an option. My husband asked straightforwardly: "What kind of discount will be applied for this inconvenience?" The Mgr said and I quote, "Well, I can give you a PIE." We agreed. Upon my husband's return with the cash in-hand, he paid our tab at which point was everyone included to avoid further inconvenience, and she proceeds to walk to the table with ONE SLICE of PIE... Talk about adding insult to injury... yeah let a party of 5, split that one piece amongst each other. I asked at this point in a frustrated tone... "You've got to me kidding me, is this really what you're giving us? You said a PIE." She replied, "Well yes, I can't give you a whole pie." I said, "No ma'am those were your words exactly. First you inconvenience our party with an issue that is NOT our fault, then you ask us to go retrieve cash which if taken out at the corner store & not your bank, will immediately generate a fee. You then offer us a PIE for this problematic visit and in turn bring us a SLICE. This is absolutely unacceptable and we will be calling corporate. So no thank you, I do not want your so-called PIE." I then left the slice at the table and we walked out. Come on, Village Inn on Trawood, you can do better. Train your employees, especially management to set the bar high and push for better customer service. This entire situation left a bad taste in our mouth & this is not at all how it should have been handled. We should have never been asked to go retrieve cash when they could have simply taken the burgers, pancakes, soup, and coffee as a loss. Yet when we agreed to get the cash, we should have been discounted the travel fee, corner store ATM fee, and given a PIE. This isn't entitlement, this is what's...

Update 052224

Let me start by emphasizing that we are regulars of this location as others are either closed or now butter smith.

On today's date, their internet went down as they were getting ready to close, and the night supervisor advised us as they were closing about the issue with their register not connecting to the internet and that they would only be taking cash. We advised them we didn't have cash on-hand, only cc. She called the GM to let him know about the issue, and our current state with regards to the form of payment. Their GM David, said we would have to go get it from an ATM at a nearby gas station in order to pay. I asked the night supervisor before heading out to get the cash, what would be discounted for the inconvenience as it wasn't our fault their system went down, to which she said she would give me "a pie for free," which I agreed was fair compensation for the trouble and inconvenience.

I proceeded to go get the money from a gas station as my bank's atm is nowhere near the location. I went back and paid. The shift supervisor then asked me which pie I wanted? She came back to our table with a SLICE of pie.. My party immediately thought what kinda nonsense is this?? When comfronted about that, she replied, "we are not allowed to give a whole pie for free." Let me be clear this was not what she said originally.

They made me waste my gas, time and incur an atm fee to get their money for a slice of pie.

Needless to say, we didn't take the slice of pie. That would have been adding insult to injury.

I will be contacting corporate about this incident, as I'm sure this will fall on deaf ears or erased by their GM David.

On another note, the busboy was more understanding than the shift manager about the incident.

Any other restaurant supervisor or GM would have comped our meal, given a significant discount, or actually gone through with what they said they would do to compensate for the inconvenience.

It's a shame, this really wasn't about the darn pie. This had everything to do with their customer service, and how it was handled or lack thereof.

Added a photo of the tab, so they won't say we...

I went to your Trawood Dr. location with my wife on the 17th of July between 1 and 1:30 pm to eat. We had a wonderful meal with excellent service and after we paid, I sat on the couch up front waiting for my wife to use the restroom, While sitting on the couch I pulled out my phone to make a call and when I did, my leather card holder, containing my DL, Medicare Card, Insurance card, debit card, credit card, and a large amt of cash, fell out of my pocket. My wife came out and we left to go to her doctor appt. I didn't notice it was gone till around 4pm after her appt. We looked and looked and as a last resort I called your place and they told me, Thank God, that they had it. I rushed over to pick it up and asked for the person who found it It was Mellisa Velazquez. If she had not have seen it on that couch, it would have been gone. But she did see it and picked it up and put it away. When I called and they told me it was there I was elated!! I want to say that you should be honored to have Mellissa as an employee. This beautiful young lady has a heart of gold, and her honesty and integrity are second to None. I tried to reward her and she said, "No thank you Sir, It is my job". I just want to say from my Heart, "THANK YOU MELLISA VELAZQUEZ". YOU ARE FIRST CLASS AND VILLAGE INN SHOULD THANK THEIR LUCKY STARS THAT THEY HAVE YOU. You can't imagine the load that lifted when I got that card holder in my hands. Thanks again Village Inn, and God Bless Mellissa and the crew that was on shift. "I'll Be...