ComplaintsforColarusso’s 2.0

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered take out on Saturday June 17th at 5:16 pm I ordered 2 orders of Boneless wings they stated my order would be ready in 25 minutes. I arrived at 5:50 for pick up and took them home. Upon opening I noticed they were severely burnt so I brought them back to the restaurant about an hour afterwards because thats when I got to them. The owner came out and started pointing fingers at me and my husband saying thats how the chicken is made everyday well there is no description on their menu either so we didnt know. She made us feel pressured to order another thing of wings. I requested a refund and she only gave us half of our money back.

  Business response

  07/31/2023

  To Whom It May Concern: 

  This response is in regard to a complaint you received from a customer that ordered food from our establishment about a month ago. 
  

  To begin, this has been the first time in over 42 years of service that our family restaurant has ever received a letter from the BBB. In addition, much of what was reported by the complainant was either exaggerated or an outright fabrication of the truth. We have cameras in our establishment that would dispute her accusation I raised my voice, pointed fingers at anyone, and "made her purchase another order of wings". 
  

  The customer placed a take out order of 2 mild boneless wings and a tray of cheese pizza at approximately 5:10 PM on June 17. She was told the order would be ready in about 25/30 minutes. The order was picked up about 40 minutes after we received it and both she and her husband returned to our establishment with the wings at approximately 7:15 PM. Her husband spoke to one of my bartenders at first, then brought the wings back into the kitchen for me and I came out from the kitchen to speak with them. 

  She never one time spoke with me; the entire conversation I had was with her husband. When I asked what the problem was, he indicated that he felt the wings were "burnt". I explained that the wings were definitely not burnt, but most certainly appeared darker from sitting in mild sauce for nearly 2 hours. I asked the couple what they wanted and neither of them answered me. (Remember, I have cameras that will support this). I then asked a second time, and the husband looked at his wife and asked her if she wanted something else. She quietly said "No", and I then responded with what I felt was fair. I offered them half their money back and if they wanted anything else. The husband said...and I quote, "That is fair." I went behind the bar and retrieved $11.61 cents. He took the money and both left. Cameras will prove they did not leave with "another order of wings that they were forced to buy.” 
  

  The complainant never asked me for anything. She actually never even spoke to me. The entire conversation that lasted under five minutes was with myself and her husband and it occurred in a crowded bar area on a Saturday night. As an owner, do you honestly think I would want to cause a scene with any customer over $11.00? I wanted to resolve the issue and I really thought that is what happened. It was not until the complainant posted not 1, but 2 very nasty reviews that I responded to her. She rescinded both reviews 
  within ten minutes of my response because I called her out for other negative reviews she has posted about other restaurants and also a hotel. I do believe the report to you was retaliatory. 
  

  Sincerely, 

*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. ↩