Litehouse Whole Food Grill Northwest Indiana — Restaurant in Hobart Township

I placed an order for me and my Family through a food delivery app. This is my first time ( and my last) ordering from here. Firstly, There are no descriptions of their dishes. It's difficult to order from a new place when you're not familiar with their menu. However, because I was able to customize my items, I assumed it would be pretty straightforward. So I forged ahead. I ordered a Persuasion Stir-fry bowl with Salmon for my Brother. He really liked it. I ordered the Egg Foo Yung Bowl with salmon and fajita vegetables. It was tasty, but full of black olives...Black olives??? In a Stir-fry? It also resembled nothing whatsoever to Egg Foo Yung...NOTHING! Every bite was dominated by the taste of black olives. This was unfortunate but not a deal-breaker for me. However, I ordered a Stir-fry bowl with salmon for my Sister. She can't have eggs, so I requested in the notes, "No egg in the fried rice, please." There were eggs throughout her order. She had guacamole and chips and cereal for dinner. I also ordered Strawberry Lemonade, Peach Lemonade. Chips and guacamole and sweet Potato fries. The sweet potato fries were hot, fresh and dusted with sugar...EW! The guacamole and chips were ok. The strawberry lemonade was ok. The "Peach" Lemonade did not look or taste like Peach. I suspect that the very faint flavor of "Peach" came from pouring the syrup from canned peaches or a splash of Peach nectar into the lemonade. Not a very successful attempt. I got lemonade syrup with essence of Peach. When I contacted the restaurant directly about the mistake, the person who answered the phone says to me " We don't do notes". He went on to say that I should have skipped the fried rice and just asked for an order of brown rice." When asked how a customer who has never ordered from the restaurant would know any of this, the blame was placed on me, the customer. So, if you order from this place, beware. There is absolutely no clue as to what you are getting...at all. The restaurant description says Mexican. Latin but they serve Stir-fry. I thought it was a fusion-type thing. Turns out it was Con-fusion. I will not be ordering from here again. To be honest, the food isn't the reason. It is the unacceptional and completely dismissive Customer Service. I can forgive a mistake if accountability is displayed and measures are taken to fix it. This was not the case for me here. And this is unacceptable. I believe that Customer Service is just as important as value for my money and the quality of the food. This restaurant failed miserably in two out of three aspects...So...

I am a reoccurring customer because I absolutely love the salmon tacos and sometimes get it as a bowl as well. Most times, I will order through Grubhub and have done so on several occasions and never had an issue until today. I have the same exact order and always put in special instructions no beans, no cheese and no sour cream and I would like mango sauce. Well, Grubhub delivers my food but nothing is right! Everything I asked to not be on there was on there and no mango sauce. Well, I call them directly and the first representative is nice and says hold on and gives me to another representative, whom I do believe is the owner’s wife and she explains that I need to choose the No options as they don’t get the special instructions but yet she reads exactly what the special instructions state to me. I proceed to tell her on the Grubhub app there is no option for no but for add one, she asks someone in the restaurant to go on the app to confirm as if I was lying and then the owner, Mike comes on the line and stated that I need to ask for a refund from Grubhub but once Grubhub contacts them, he will say that the order was made correct on their end. I say wait, are you telling me to request a refund but you’re going to say you made correct when you did not! He said, “yes” I said ok I’ll just go through Grubhub and you have lost a very loyal referring customer. He also continued to interrupt me and I told him it was very rude and not customer service like. They won’t see me ever again and I pray that they learn what Customer Service is. It is way more valuable to admit a mistake, then lose a loyal customer due to lack of responsibility and rudeness! Learn to be accountable. This may be the very reason, when I do decide to come in, there is only maybe me and one other customer. Be accountable, be courteous and definitely learn Customer Service. If you don’t, I don’t see the business lasting at all.

Added after seeing what they wrote!

I’ve never disputed my order, don’t lie on me! Don’t try and make yourself look good cause...

HORRIBLE CUSTOMER SERVICE

My husband and I have recently began remodeling our kitchen and have been eating a LOT of takeout lately. We discovered the Litehouse grill and it quickly became a new favorite with the fresh, healthy food options. Litehouse’s online ordering also allows you to notify them of any allergies, which came in very handy as my breastfed baby was recently diagnosed with a dairy intolerance which meant I now have to be dairy free as well(not fun). Ive never had to be dairy free before, so this is very new to me. Tonight my husband and I ordered Litehouse for the 6th time in the last 3 weeks, but tonight will be our last. I made the unfortunate mistake of selecting the “dairy allergy” option on a Buffalo chicken order (after selecting NO cheese), However, due to sleep deprivation with a newborn, I completely forgot that there’s butter in Buffalo sauce… whoops. This resulted in a very angry phone call from a woman whose name started with T, who wanted to criticize me for ordering it in the first place. When I asked if we could just leave off the Buffalo sauce and maybe do a different sauce instead? She ignored my request, became very aggressive, and said “we have a lot of sauces. But what I want to understand is why you’d order this in the first place if you have to leave pretty much everything off anyways? Like, if you have a dairy allergy you should know better” Shame on me! I apologized for forgetting that Buffalo sauce has butter in it, and again asked if I could get a different sauce. She continued to want to argue with me, demanding an answer as to why I even ordered, so I asked her to please cancel my order. She continued to argue with me about that too. Overall her level of aggression towards me was atrocious and I wouldn’t put it past her to spit in our food, so I can’t trust eating there again. If she hadn’t been so rude tonight, we would’ve left happy customers, but after that we will never be back....