Complaints

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I went to hibachi express and purchased two surf and turfs and I am currently pregnant and this was my first time eating for today 10/3/24 approximately 12:30 I ate not even have of the plate and like 15 mins later I started throwing up and having a bowl movement moments after coming out the bathroom my husband mentioned that his stomach was hurting so we left our hotel room and went back and mention to the employee at the window that we got sick of the food and we wanted to return the plates and get our money back because we didn’t eat much the employee came off to us very rude and told us no she’s not giving us a refund I asked to speak with a manager she mentioned she was the manager and I asked for her name and she said I’m not giving you my name bye and slammed the window . I called back to speak to the owner the same employee at the drive through answer and ask her what was her name and she ask me a question which was “ how did that little bit of food make you sick” and I responded ma”am all I wanted was your name and your boss info she responded with bye I’m done with you . 5 mins later I received a phone call from a###-###-####. Number which was the boss of the business I mentioned if i started feeling worse then what I was i would be going to the hospital so he questioned me I thought you was going to the hospital in a rude manner like he was my parent I told him like I told the manager if it gets worse I will go I asked him for his name he was screaming in the phone being very rude I told him I am going to report the for the food and for them being very unprofessional he told me to call who want to call he don’t give * **** after he said that I hung up and text him . I don’t appreciate this business treating me and my family the way they did my family and I are currently here due to the damage hurricane Helene cause to our home and vehicle we did not expect for this to happen . I don’t have pictures of our food because we threw it away

  Business response

  10/28/2024

  Ms.****** came to our drive thru on 10/3/24 around lunch time and purchased two plates and two extra sauces. She came back to our establishment a little after 2 pm. She pulled to the window with a male in the passenger seat. She claimed that she had been calling and no one had answered (false information, phone never rang). She handed the store manager one plate, the plate had very little rice (5-6 teaspoons) and around 4-5 pieces of meat left. The plates come with a bed of fried rice, 20-25 pieces of meat and a scoop of veggies. She asked for a refund for that one plate claiming it made her sick. She was advised that we were not going to refund due to the fact that the food was almost completely gone. She said she was going to the emergency room as soon as she left because she was so "sick". The store manager told her that she agreed, she should do that if she felt that ill. She began to argue and we nicely refused the refund again and told her to have a nice day. She drove off and threw the plate in the parking lot. (This is why she couldn't attach a photo of the food. One plate she fully ate, the other she almost fully ate and threw the remainder in our parking lot). She began to all our store around 20 minutes after she left asking for the owners information. The store manager then told her that she got her information off of the caller ID and was forwarding the info to the owner. The owner then called and she told him the food made her sick, he advised her that if she weren't already getting checked out by a doctor then she should do so. She stated that she was in a hotel room and not at the doctors office. She then began texting the owners phone.

   

  We sold 42 plates of the same entree Ms. ****** purchased the same day without another complaint from any other patrons. We also have a 100% health score. It is obvious that Ms. ****** is acting in bad faith being as she consumed the majority of the food and only wanted to return a small portion for a full refund. From our standpoint the issue was resolved when we told Ms. ****** our policy about returns. 

  Customer response

  10/29/2024

  I am not satisfied because the business is not telling the truth, they are very unprofessional people . I would like my money back and when I get my money back I will be Satisfied 

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