Complaints

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On ******** **** around 9:15 pm I called this restaurant to place a pick up order (restaurant advertises that they close at 10 pm). The lady on the phone was very rude and had an attitude but took my entire order, repeated it to me and took my name. Walked in with my daughter and the employee was sweeping and looked at us with an ugly face. Another lady came behind us and the employee told us they were closing and there would be no more orders taken. We both stated we called in an order and the lady said well there is no more food coming out and goes well “I guess I will check with the kitchen.” She was shaking her head, came back out and said the kitchen is not making any more food they already broke everything down. Why couldn’t she tell me on the phone? Why did she take my order? Why do they advertise their closing hours for 10? The employee should not be in a customer service job if she does not know how to interact with customers. want the owners notified of how their business is being represented and aware of what is going on in their restaurant so solutions can be made to better their business. Thank you.

  

  Business response

  02/21/2023

  **** ******* ***********
  
  Thank you for bringing the complaint filed by ***** ***** to our attention. We apologize for any inconvenience or frustration this situation may have caused.
  
  We understand the importance of prompt communication and regret that our response was not received within the allotted time frame. We assure you that it was not a deliberate oversight and we appreciate the opportunity to address this matter.
  
  Regarding Ms. *****' complaint, we would like to extend our sincere apologies for the poor customer service she experienced. This is not the standard of service we aim to provide our customers, and we take full responsibility for the incident. We have investigated the matter and have taken the necessary steps to ensure that this does not happen again in the future.
  
  In response to Ms. *****' desired settlement, we would like to inform you that we have already contacted the owners of our restaurant and informed them of the situation. We believe that open communication and transparency with our customers and stakeholders is crucial to our business success.
  
  We value our customers and appreciate their feedback, which helps us to continually improve our services. We would like to offer Ms. ***** a complimentary meal on her next visit to our restaurant as a gesture of goodwill and to show our commitment to providing quality customer service.
  
  Once again, we apologize for the inconvenience caused and appreciate the opportunity to address this matter. If you require any further information or assistance, please do not hesitate to contact us.
  
  Sincerely,
  
  Country Wings Management

  Customer response

  02/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a order on ******** The product delivered was not to my satisfaction. The fish was cooked in old grease or either retried after sitting for awhile. I called the company and from the beginning they were very argumentative. The Mexican guy advised to bring the fish back but keep the rest of the order. I advised I would be bringing the entire order back because the food would be cold. After arriving to have the ordered remade a lady advised the order could not be remade. I advised her that is not what I was told over the phone. The finally took the order to remake but brought out the same cold wings and fries. After advising the wings sauce was incorrect the lady continued to make smart remarks on how the order could not be remade. I had no choice but to leave with cold fries and the improper wing option since they did not offer a refund. This restaurant was very unprofessional and rude. I order food from here all the time so to see bad food being sent out was very disgusting and especially how unwilling they were to correct their mistakes.

  

  Business response

  07/05/2022

  Business Response /* (1000, 12, 2022/06/11) */ To whom this may concern, We had a call-in order on************** the order was the special we were currently running consisting of "a fish and 6pc wing combo". We rarely have any issues with our customers, a few complaints here and there, but it is always resolved with customers leaving happy. The order was placed by a lady over the phone but when it came time to pass out the order it was a nicely dressed man who came to pick it up, when the guy was shown the food, he did not have no complaints, even when he was asked. He confirmed the food was indeed good, and well. One hour later the lady who had placed the order called back to the establishment arguing in her own words that the food was cooked in "greasy, old oil", this a problem that should have been prevented as we have taken measures to inform the customer of our policy to check their orders before leaving as their ability to obtain a refund would be voided as soon as they left out the premises. As we pride ourselves in our customer service, we allowed the lady direct communication with the employee who passed out the order who so happened to be the trustworthy manager that has been with the company since it first opened. The lady requested over the phone that her fish was too crispy and cooked unsavory, her tone was quite rude, which would make any employee be reluctant to give a full redo of the order. She was told to come back to the restaurant and that we would remake the fish. As we understand that mistakes can happen. Once again it was not her who came to the store it was the gentleman who was there. The man was on the phone with the lady who had complained about the state of her meal. Over the phone she had only initially complained about the fish, but eventually started complaining that her wings were the wrong flavor. Yet we still offered her a remake of the full meal, which she agreed to. We fulfilled her request to remake the food once more, once her food was out again, she was still unsatisfied. She was on the video chat with the man who was present, we don't know if it was the quality of the video chat that was to blame that could have possibly made the food look unappealing, but the food was made carefully to ensure she would not complain about it again. After all that effort put into it, she was still unhappy, to the point she was asking for us to make her a whole different order, this was an outrageous demand which we refused to adhere to. We did our absolute best to appease the customer. There are just some people who no matter what you do, you can't appease. We would like to let the customer that she is still welcome to come try us again, but to please make sure that her meal is correct before leaving the first time. Consumer Response /* (3000, 14, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) That nicely well dressed guy was my husband and he picked up the order for me because I was at work. We happen to ********************* the business so my phone call was not a hour later more ****** later. I also have several pictures of the product I would love to upload if possible. I was a very loyal customer with this business for several years as*************************** so I know what their food normally looks like and to be treated and talked to in such a manner was very unprofessional. I never asaked for a refund simply to have your mistake corrected. When the guy over the phone advised to bring only the fish I advised he would be bringing the entire order because the rest of the food would be cold. Thats just common sense. After the order was reamde they brought out the wrong flavor wings. That is not be unsaitifised but that's me as a consumer not receiving what I paid for. That is not my mistake. Again I would love to upload pictures of the product that this business sent out. Please let me know if there is a way possible to get these pictures uploaded. I have already several reviews on this company. I see now that since the owners *********************** will continue to go down hill as well.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩