ComplaintsforThe Remedy Exchange

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a bowl that was supposed to have goji berries but they put coconut instead. Refused to offer any compensation or even apologize. They tried to say they switched their ingredients for this dish, however their menu and online ordering says otherwise. This could be a serious offense had I been allergic to coconut. They tried blaming it on the 3rd party app I used but the restaurant is the ones who made the food. I can provide photos of their menu if needed to show that coconut is not mentioned as an ingredient for this item. I tried to contact them via email and got no help or response. I dont even care about an apology I just want my money back and for it to be known that other ingredients may be placed into the food without consumer knowledge. It is very unacceptable. They also used false labeling on the drinks I ordered. I have also provided a photo for that. I ordered a juice and they put a label on it including tons of ingredients that were not even in my drink. Again, this could be an allergy issue for anyone involved if they are so careless and doing this.

  

  Business response

  01/28/2022

  I will just respond in bullet points to the many elements of this complaint:

   

  -We responded to the woman's emails immediately, all 7 of them. She had messaged us on Instagram and it went into our "requested" box which is sort of off to the side because she was not following u. 

  -We use DoorDash as one of our delivery partners. They have terrible program that historically has tons of issues and doesn't update appropriately. We have talked to them about this and have been told "it is something their engineers are working to fix". When we updated the ingredients to this item over 3 months ago we could not get the online menu to update due to the poor coding. On our end the wording is correct but it does not populate to the customers end. If customers do have allergies they will always be stated on their order ticket when it comes in because they are required to input it when they create an account. Therefore we would have been made aware of an allergy if there was one and adjusted accordingly.

  -All of our other online menus and delivery platforms are up to date with the small item description change. 

  -This woman originally complaint was that she received no utensils in her order which is the delivery drivers responsibility so we declined the claim to reimburse her. She was eventually reimbursed from DoorDash and continued to complain via email about other elements. 

  -The stickers place on the spouts of her straw-less drink caps are simply spare labels that we have and place on the drinks to prevent spillage in transport. It is a courtesy to the customer and to protect our product. 

  Customer response

  01/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I never got reimbursed from doordash. So stop making things up. And again, the other issue was not made aware to me until after the missing utensils. And no the online menu clearly wasnt up to date on your website and I even sent a photo of it to your email. This was a photo DIRECTLY from your website and not a third party. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hillary

   

   

  

  Business response

  02/01/2022

  Hilary,

   

  You are right my apologies I had misread one of your emails about the refund from Doordash. 

   

  After some thought I would like to apologize on all fronts and approach your feedback in a different way. I appreciate your bringing the menu errors to my attention and have successfully changed all of the descriptions on every website and are working to get the photo changes accepted. Although in your case there was no allergy reaction there could be one for someone else and it is our responsibility to make sure that doesn't happen. I will be more thorough going forward. 

   

  I am sorry for not handling your original email correctly and allowing my ego to get in the way. Still growing as a person and business owner through every experience. As a company I  enforce the policy to always make right any wrong and I disregarded my own policy in this situation because of my own pride. I am sorry for that. 

   

  Because some time has passed I don't think I can get the DoorDash order refunded but I will be emailing you a gift card in hopes that you will give us another chance when you're in the area. 

   

  Thank you for the ****** learned,

  *******

*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. ↩