E.A.T Marketplace — Restaurant in Temecula

I generally order through delivery. I enjoy their food and try to eat healthy while having a busy schedule, so I’ve ordered a lot in the last year. I had already tapered on the ordering, but will not order from them anymore. The percentage of mistakes that occur via delivery is astounding, and every time I call to get my money back for something I did not receive, EAT tells me it’s not their fault and gives me a phone number for the delivery service saying it’s their fault. But the delivery services always say it’s not their fault either or have a message stating they don’t take calls at the number provided anymore, or say they only talk to the businesses. And every time I call on a missing order, I tell EAT the phone numbers never work, and they always just reply with it’s not their fault. So, then I’m out $40-60 despite not getting an order because EAT refuses to do anything and appears to think the money is theirs despite the product never getting delivered. They won’t even call their delivery services themselves to try to get their customer the money back. This is really poor customer service, especially when the food isn’t cheap.

In reply to this response, Grace, your employee spoke with a manager and was told to relay I was not entitled to the refund of $66 for the food that was never prepared. There was no discussion about anyone investigating it in the future either, as you are trying to suggest. But you conveniently left that part off in your response to sound innocent and point the finger at me for not being polite. You also left off the conversation started out perfectly polite. It turned sour when I was told it’s not your fault you’re keeping my money (again) and that I need to call another phone number so they can refund me since it’s their fault. I stated these numbers you give me are never fruitful, and I ended up calling EAT back because—guess what—the person at the number you provided told me they only speak with the business and that I should have YOU refund me. When I said you won’t refund me, and that I was told by your business to call THEM, they had nothing else to say. It’s disappointing you don’t even know who to direct clients to, so you waste their time making back and forth calls.

So, when I called EAT back, there was no, ‘let me get my manager,’ or ‘let me call this number I provided because they’re wrong to tell you that.’ No attempt at resolution at all because it wasn’t ‘your fault,’ even though you never prepared the food, and as you stated, you were closed when the order was placed. So, I basically was expected to donate $66 to your business because you’re too lazy to investigate it before saying it’s ‘not your fault,’ even though I gave the correct scenario.

I do truly feel bad I lost my temper with your employee, since she was just parroting what she was told by a manager, but interestingly, as soon as I did, she suddenly agreed to a refund without having to put me on hold to talk to a manager. So, you guys were just trying to see if you could get away with keeping my money and once it became hard for you it was suddenly worth a refund to get rid of the problem.

It goes over really poorly when the reply is ‘it’s not our fault,’ and perhaps you should seek some customer service training, because I’ve heard it multiple times now at your business. Maybe I should post the e-mail I got from you, Grace, basically putting all the blame on a delivery service when your employee didn’t cancel an order correctly. I never did get that refund.

You and I both know the only reason this current incident was so graciously investigated, as you’ve pointed out, was because I got mad at the ridiculous treatment and wrote a Google and Yelp review.

I invite you to look at how much money I’ve spent in your facility. Refunding $66 without an argument would have paid for itself 20-fold and prevented a Google and Yelp review.

I’ll take my business elsewhere where it is appreciated. Your food isn’t THAT good.

I had to dispute the charge with my credit card, because it was never...

It truly pains me to write this about an establishment that I frequent, love their delicious food, and don't mind paying their ridiculous prices because of the wonderful experiences I've had. However, today, I think was the very first time I've ever seen the owner and head chef Leah. As much as I have visited over the years, I'm actually very surprised that I've never noticed or seen her. It wasn't super crowded when we walked in but it was a bit busy. While in line, waiting to order, Leah was managing the kitchen, I heard her bark an order to one of the employees to move the tip jar from one register to the the active register. Figured, "hey, not a big deal, it's her employee and she's just giving a direction". My turn to order, I love the Vegan options they offer, so I ordered an Avocado toast w/Just Egg and Vegan bacon. Ordered a small chicken salad for my mom and that was that. Afterwards, made my way to the coffee and pastry area, ordered a coffee, some pastries, smoothie, and refresher for mom and daughter. When I returned to our table, my daughter was playing with the flowers in a jar sitting on our table. I noticed Leah, staring her down and giving her the look of DEATH. Leah was legit standing by the entrance of the kitchen, staring down at this 9 yr old girl. I looked at Leah, she noticed me, and it seemed as if she didn't think it was worth saying anything, so she walked in to the kitchen to continue to micromanage her staff. I moved the jar away from my kid to avoid any issues. Food was delivered to our table, we started to dig in. As always, the food was phenomenal! I stood up to ask for extra silverware for my daughter's pastry, the staff was very friendly despite having Leah breathing down their necks about little things here and there. We continued to eat. A bit later, Leah walks in from the side door with a big black dog, sits down by corner of the coffee end-bar, looks like she's gonna work on some things. I don't know about you guys, but... I get the ick when pets are in a food establishment (inside), I think that the risk of pet hair in an enclosed area is higher than outside in the patio area. No issues with pets being outside in patio areas if allowed by restaurants but inside? Yuck. We were about done, so it was whatever. I got up to get a to-go box, staff again - very friendly, provided a box, no issues. A lady that ordered food before us, asking for a to-go container, not so lucky. She was waiting in the ordering line for a LONG time to just ask for a container, in a desperate attempt to get assistance, she stopped an employee in his tracks and asked for a to-go container. The employee, gladly was willing to help her. Oh no, not if Leah could help it. Leah, immediately got up, and told the customer that "he was very busy and could not help her but that she could assist her, what could she help her with?" Customer told her she needed a to-go container. She got her one and gave her a forced smile. Customer walked away very unhappy. The feeling of being a burden was uncanny from the customer. When I tell you guys, that Leah gave her the look of DEATH as she walked away, I am not even joking. It seemed as if it enraged Leah to have to service her client that most likely paid over $100 dollars for her family of 4 to dine in. I know this is a super long review, but I think it's necessary to point out all the things that went bad during this experience. As much as it pains me, I highly doubt I will return to this establishment, I enjoy taking family and friends to places that I have great experiences at. I have no desire to support a business where employees fear their boss and walk on egg shells because of her (they look super unhappy when she nags at them), where the owner treats her customers as a burden, and where health and cleanliness is not a top priority. So sad,...

Love the food but unfortunately this place doesn't update their menu or hours. First on the front door it says open until 4 on Friday and sat, it's open only until 3 on all days they are open. Second this is also reflected on their not updated website. Third they stop taking food orders 15 min before close which is annoying when you arrive thinking they are open until 4. Forth their menu online says "all day menu" this is not the case the brunch/breakfast stops at 2, so basically it's lunch only for 45min every day which doesn't really make sense to me, but either way if that's the case it should be made clear before you come. I guess you should call before you come to make sure whatever the plan is for the day matches your expectations from both their online advertising and what it physically says on their business. Guess my last point would be is I've now brought up their hours being inconsistent 2 times and it hasn't been fixed and they don't seem to care to make it right and acknowledge their mistakes. They just say too bad, no food for you, Ohh well.

Edit: also as much as their main sign might say it, they are not in fact open for dinner.... Lol

Edit2: The attention to here is underwhelming. Clearly this is a cut and paste response which just goes further to prove my point. Firstly, my name isn't Les, not sure where you got that. Second you said "we made sure to notify our customers through various channels such as.... front door", yet you go on to say that your front door is not updated, which it is not. As for google and the website, both are still not updated so what are you talking about? So I'm not sure how you think that's fixed. Thirdly, what are your proactive measures? a proactive measure would be to make sure your customer is happy, which i'm not cause for the 2nd time, I was denied my order. For sure not happy with this.

Edit3: I did not sign my name Less, my name is at the top of the review like every other review. I'm guessing it says "Less" at the bottom because you have the review expanded and you can collapse it by clicking on "Less". Look, I'm glad you fixed your hours everywhere, which took a surprisingly long amount of time, however it still says Dinner right on your main window. I'm conflicted cause I actually do love the food here and would recommend it to anyone I know, however every time I go there is always some issue that comes down to mgmt or employees not paying attention to details. Not knowing hours, missing food orders or drink orders, etc. I will continue to patron EAT and hope for improvements and update my review...