Pa ' Que Tiby — Restaurant in Florida

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: Listen to your customer, you called accusing me to justify not the error, but the bad way it was handled Take charge and action of situations immediately, do not wait for the customer to have to call back Don’t call a customer with a “just woke-up voice”, also disrespectful 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) Try to be a customer centric company (I invite to google that) The issue here was not a money back, the issue dear business owner, you guys ruined a moment, you must measure that 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...

If this were a food only review it’d be 5 star but its not.

Today I made an order for pick up while I was in a hurry on Uber eats and at my error I ordered from the wrong restaurants. Unfortunately, if you type “Pa Que Tiby in the one that comes up is the one 64 ST and the one I meant to order was 107th ave. I noticed the error 2-3 minutes after making the purchase and immediately called the restaurant. My order was simple a 4 beef empanadas and 2 orders of Tequeños, probably two of there most frequently sold items.

To my surprise I was greeted with attitude and unprofessionalism when I informed the person at the end of the line of my error. I was told the product was already cooked, too bad for me, and that my error meant that I needed to “learn how to read”. In Spanish of course. Funny thing was I didn’t even have the opportunity to ask for a refund or see if something could be done for me. After their initial response, It was evident speaking with this person would get me no where so I kindly said thanks for your attention and hung up.

With so many food establishments selling similar food, the way customers are treated make all the difference.

In reading many of the reviews and the way the establishment has responded to them it is very clear that they have very poor customer service. The responses are combative, defensive, and unprofessional, which in my opinion reflective of how it is you will be treated here.

I hope the $18.30 was worth it because today you’ve not only lost my business, but that of my family...

Last week was my second time going to Tiby and like my first time the disrespect and poor customer service comes with every meal, whether you like it or not. When I entered the establishment to place my order you'd swear I was from another planet according to the staff. It took several minutes just to get a menu and a few minutes to get someone to take my order. After finally placing my order including canned/ bottles drinks I requested to be given my drinks because we were all thirsty and hot, I was told no because that's not their policy even though I had just finished paying for everything, like huh?! We decided to sit outside and was told my order would be out soon. It didn't take long for the food to be ready but the server came out side empty handed to tell me my order was ready instead of actually bringing it out to us and when I went inside to grab it, I was looked at as if I had wondered in from out side begging for a plate. Needless to say fellas do yourself a favor if you're a big guy who looks even the least bit threatening to the untrained eye bring a lady friend with you to handle all the nonsense because although the food was fire, the experience is trash and so are...