ComplaintsforEl Famous Burrito Naperville

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a delivery from the restaurant on 02/14/2024, I ordered tostadas, chicken tacos, and steak tacos. Upon arrival, halfway through eating, found a ***** in the meal. Contacted the restaurant and they found it humorous and didn't care. I hope the BBB can have a health company contact this business.

  Business response

  02/24/2024

  I am the owner of the El Famous Burrito in Naperville, IL.   We have been in business since 1992 and have never had a complaint filed with the BBB.   It is true that we received a call from the complainant making the aforementioned allegations.   She spoke with one our employees who conveyed that the woman was belligerent and hostile and would not provide our employee the opportunity to address the matter on any level beyond to demand a refund immediately.   After requesting details related to her order number and advising the owner would be in the next day, the woman promptly said she would call back "tomorrow".   We never received any such follow up call or communication until we received this letter from the BBB.

  Our employee was shaken by this person's behavior and was certainly not laughing on any level when she relayed the details to myself.   Upon first inquiry, no employee in our store could match this order for the day nor place the individual.   I then took the added step to check our delivery records for the day as we use 3 third party store to door services.  No one named in your letter placed an order on the 14th of February nor did any order go through any 3 of those delivery carrier services matching the description provided.

  We understand mistakes may occur and do our best to remedy the situation when they are a result of our error.   Caring for our customers and providing quality product are but a few of the reasons we believe we've been in business for the past 32 years.  In this case, we believe the mistake is being made by this individual and we appreciate the BBB working to protect the interests of all parties including those unjustly accused.          Regards, *******************;

  Customer response

  02/26/2024

   
  Complaint: 21300001
  
  I am rejecting this response because:
  

  This is a completely false occurrence of events. First and for most, it is very clear that both this employee and ******************* himself are very dishonest, and have no integrity, and are willing to throw a customer under to bus to protect their filthy and failing business practice. 

  ********* is an extremely distinctive surname, and surely it appears in your delivery records through Uber Eats. The employee found the situation very humorous, which prompted me to hung up. I never stated I would "call back", nor was I informed that a person of staff would be in at any time. The exact words out of my mouth were that I would contact the health department and BBB, as I have done. I will take this to a much higher level if need be, if legal services need to get involved and a transcript of the phone call between me and said employee must be retrieved it will be done. I was not hostile, nor belligerent as you and your employee have fabricated to protect your gross image. You have made no effort to correct anything you have done, and clearly LEGAL MATTERS need to take place. You take no accountability for your disgusting place of business, and the fact you will make people ill with your disgusting business practices. 

  Sincerely,
  
  *****************************

  Business response

  02/28/2024

  We are taking the time to again respond to this complaint to both demonstrate accountability as a business responsive to its customers.    It is important to note that it is challenging to have any dialogue when we are being slandered, attacked and falsely accused as a starting point.   Notwithstanding, we try to listen and have again taken the time to search our Uber Eats records for the 14th and have found not a single order made by either a ***** or a *********.   In fact, we broadened the search for the entire week and there again found no order placed by said named individual.     We respectfully request you provide a receipt of the transaction as it has occurred that people can confuse restaurants.    Although we disagree wholeheartedly with the photo representation and the statement of events, we would provide a refund with proof of receipt.    Said receipt should be easy to obtain from UberEats. 

  Thank you

   

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