I ordered hallacas (Venezuelan tamales) from Pa’que Tiby on Oct 25th, 2022. I called the store, made my order and paid immediately over the phone. They called me back to check if I needed the hallacas heated or cold, to which I answered cold, since these were for a dinner that day, and that I would pick it up at noon. I went at noon to pick up my order, gave my name and phone number and waited, and they gave me a bag with the receipt, invoiced for 8 hallacas, I got it and went home. I put the bag on the fridge and did not open until my guests came home and I was about to heat the hallacas. For my surprise, there were only four hallacas. I called immediately to the store since it was frustrating, the lady that answered the phone, after listening to my story, asked to someone that was close to her who mentioned that she thought it was four units. The lady that was with me on the phone apologized and said that she needed to speak with her manager (it was 7:00pm, they open from 7:00am until 9:00pm). I requested the refund for the four hallacas I did not receive. I did not receive any options to solve the situation. The next day, Oct 26th, 2022, 8:30am I still did not get an answer or refund. I called back, and mentioned my case, they lady said that she needed the manager to check the cameras. For me this was the must disrespectful and offensive thing they could have done. I did not doubt from them when they gave the bag, but they doubt from me? Don’t they handle an inventory where they can check the balance of units? At that moment I told her to solve my situation right away and do whatever they needed to do, or I would proceed with a charge back. Five – ten minutes later, the manager called me, insistently. I was on a business call and could not answer. I got like 5 calls until I could answer. For my surprise the manager, without listening to me, started accusing me of not threating well her personal, that they were humans, and they can commit mistakes. I was not disrespectful with them at all, but I demanded attention to my situation, they just called me a thief! Dear business owner of Pa’que Tiy (I cannot call you a manager, you are not, it is very different). I give you a customer service lesson:

1. Listen to your customer, you called accusing me to justify not the error, but the bad way it was handled
2. Take charge and action of situations immediately, do not wait for the customer to have to call back
3. Don’t call a customer with a “just woke-up voice”, also disrespectful
4. Be prepared to solve situations, not to find who is guilty, have the proper systems to take actions (Possible ways to have solved this with a happy customer would have been to offer immediate deliver of the remaining items, a discount for future purchases, or anything like that)
5. Try to be a customer centric company (I invite to google that)
6. The issue here was not a money back, the issue dear business owner, you guys ruined a moment, you must measure that
7. PS: Saying “mi amor, mi cielo, mi vida” is not part of having good customer service, is just a bad habit from certain people

Yes you finally returned my money after I had to contact you twice, and you even insinuated that I was lying (since it was mentioned that you had to check security cameras). First of all, you showed your true colors with your response, no one would ever be that rude with a customer, not even if the customer is not right. Clearly you don't know me, I have supported from day one Venezuelan-family owned business as La Coriana, Sazoning - who even thanked me for supporting them during the pandemic. Your issue was not knowing how to handle the situation and your attitude, you still don't have the humility to just to say sorry. Again, this is not a matter of money but to had done immediately the right thing. Unfortunately I did not check reviews before going to this place, the last three state the terrible service experienced and rudeness of the owner.