Complaints

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• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $870 worth of food for my Dads 80th birthday party. When I picked it up on June 10th I helped load it and asked if everything was there. He said yes. I took it to the church and put it in the refrigerators there because my party was not until the next day. When I started pulling it out on Sunday I realized I had not gotten all of my order. I called Monday the 12th and was told to call back Tuesday to talk to the manager. I called Today which is Tuesday and was told I would get the refund in the form of a check. Then got a call back to say I need to email the owner and she would determine if I got a refund. I explained the situation to ******* and she refuses to give a refund. I know for a fact I did not get the chicken BBQ and all I want is to be refunded.

  Business Response

  Date: 07/05/2023

  Hello and Happy Wednesday!

  
  

  We received a letter from you guys over the weekend about a complaint by a customer. I also got a vm on Friday from **** as well. Im sorry you hadnt heard from us. We just now got the information and I wanted to see what was happening before I reached out. 

  
  

  In response to *********************** complaint, she placed a $870 pickup order that she came to get on 6/10. That morning her entire order was prepped and labeled with her information and placed in our catering fridge. It was an order to be picked up cold so it stayed there until she came. An employee named **** prepped it and remembers the chicken, especially, because her request depleted our supply of chicken for the day so as soon as he finished prepping it, he hung up our Out of Chicken sign. 

  
  

  When ********************** came to pick up the order, the same employee gathered her items and checked them off of our catering info paper which is our standard process. He then loaded her car. She asked if everything was there and he said yes. 

  
  

  She left our shop and went to a church where she was holding her event and put everything in the fridge. She did not check her order at that time, but realized there was no chicken the next day when she went to heat everything in the oven. 

  
  

  She called and spoke to the manager who was explained the situation and he got her contact information because he cannot authorize a $165 refund and he also wanted to speak with the staff about what happened. He did not tell her we would send her a check. We dont issue refunds via check, and again, he cant authorize that on his own. Once he spoke with the staff member about the events of the day, he called her back to let her know if shes requesting the refund them she would need to reach out to me directly. 

  
  

  She emailed me and I let her know that the chicken was given to her and explained all of the information I used to determine why I came to that conclusion. Even if the employee didnt remember packaging the order or checking it off on the catering info form when it was loaded, the only chicken that was in our establishment that day, was the one pan with her name on it. It would be impossible for us to not know if we still had it. We have one fridge for catering. The fridge was empty at the end of the day as it should have been. We have two other fridges that dont hold catering so it would be immediately noticed if a catering pan was placed in there. The order wasnt hot so it wouldnt have been put in the oven, but either way, we wouldve seen it. As soon as she left our restaurant, there was no chicken on the premises and there were no pans with her info on them. No pans at all left from catering at the end of the day. 

  
  

  I explained to her that sometimes things happen with orders such as multiple people putting them away at home and something is temporarily misplaced. Weve had times where pans have slid under seats and people think we forgot something and later find them. People that carry their own food out and leave something on the roof of their cars. Im not sure what happened in this case, but I cant issue a refund for $165 because she told me to when I am certain she got the food. 

  
  

  This person took a very large order of food to a place that multiple people have access to and never checked before she came back a day later to make sure everything was there. Someone couldve taken the pan of chicken between Saturday and Sunday. I dont know, but at that point its out of our hands. My best guess is that is probably what happened though. 

  
  

  We have definitely made mistakes in the past, for sure. We will ALWAYS remedy the situation to the best of our ability depending on what suits the customer best. We have delivered orders, given refunds, or the customer will come back to pick up. Its always up to them as to how they want us to handle it. If we see a mistake before a customer realizes it, we reach out to them to let them know as soon as possible. We will always recognize and rectify a mistake. 

  
  

  ********************** and I are not in agreement about how this should be handled, but we are a small business and I am not willing to give her a refund because she decided it was our fault. I did all of my due diligence on my end before I spoke with her because if there was any question about it on my end, I wouldve yielded to her request.

  
  

  Please let me know if you need any further information from me. 

  
  

  Thank you!

  ***************************;