Wow. We have been to this establishment more times than we can remember. Great food, friendly staff, timely service, quality food products and the prices are seemingly relative to other similar resturaunts. Never a complaint. Convenient for families that are also business owners that work 7 days a week.
However, After being blatantly insulted by the "Owner" on the phone just moments ago... we won't returning and will not be referring them to our family, friends or business accolades.
Last night my wife ordered wet,
Garlic/Romano boneless wings, her favorite. She picked the order up minutes before closing. She took the paperbag and began to walk out. Realizing that only ""dusted" wings come in a paperbag, She returned to the counter and handed the bag to the person who cashed her out and said that she had ordered wet wings, which always come a container. The counter person "apologized for putting down dry instead of wet".
Since they were closing. My wife wS offered the option to pour the wet compilation over the dry wings. My wife agreed. The order was redone and placed into a Styrofoam container and my wife recieved the order and drove home.
Upon arriving home, she realized the were "on the bone". Frustrated, she called the store immediately. She explained the order mishap and said she could not eat the bone in wings, as she never has, and she wanted a refund. The employee said to call back tomorrow. The wings are sitting on our counter, basically dry since last night... as they are usually sitting in a puddle of garlic and cheese... just in case they wanted them back.
My wife called back today and the "owner" immediately told her she "didn't deserve a refund because she knew what she ordered and looked at the wings, and upon seeing they were bone in, agreed to take them. She was baffled... like she was trying to scam a refund. I took the phone and recieved the same ignorance and arrogance with his rendition of what REALLY happened.
I suppose I should be happy with his insulting interagation of such a simple mishap, or his accusatory tone... or his then offer to give us a credit for another order.
Had my wife been politely treated and heard, and then offered a credit, she would have likely accepted it.
I am appalled to think that in this volatile
Economy, that customers who have established a long order history, no matter the money spent would NOT be given the benefit of the doubt from an understaing owner. It was a minimal $14 order. Likely our smallest oder ever. Lack of understanding and acknowledgment of a minor issue while exacerbating it with the poorest of customer relation skills may not be a concern for the "owner". It is a concern with my family. There is no place for belegirant, ignorant rudeness and a refusal to deservedly compensate a patron who was served and paid for something that admittedly and incorrectly ordered by and employee, then "incorrectly" corrected and then bizarrely refuted as any responsibility by the "owner" who gets to keep the $14. Very impressive business model.
We refused the credit... and the "owner" can continue the same problem solving skills that he utilized regarding our previous and now last interaction. Not worth it on any level. Maybe the money can be used for a book on Effective Customer Service for Customers Who Frequent Your Establishment.
My wife and I are very pleased at this point, to simply part ways, go elsewhere and put our money into Establishment that provide respectable service, work to earn our patronage and deserve the loyalalty of our business.
For 2 beyond reliable and proven local relative food options are:
-Avicolli's
-Utica Pizza
Both exceptional service, quality, consistancy and...
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