ComplaintsforHeart Line Restaurant

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since they moved they have gown downhill management refused to talk on phone to make order right when they were open stated call back after they close. They got the order wrong argumentative on phone. And just all around worst service ever received at restaurant. After messaging on Facebook they blocked me for asking them to make it right or get me a meeting with owner

  Business response

  12/06/2021

  ***** ***** ****** **************************  ***** ******* ******** ** **** **** ** ********* *********In reference ID of ******** I recieved your letter regarding this complaint.  The customer called the order in we were very busy called back was very hateful to the young cashier telling her he was missing a short stack of pancakes which she tried to explain to him it was not on the ticket and that she had repeated the order when on the phone that I guess is what he is saying is being argumentative . He also stated he was missing a biscuit.  She then came to the grill and said he wanted to speak to me I had approximately 15 tickets on each grill I told heck could notstep away I would get to far behind I told her  to ask him to please call back after 2pm and I could talk to him. When she did so he started cussing at her and told her to never ******** mind he would just blast us on ****** . All this man had to do was call back in one hour and if there was something missing or incorrect I would have gladly fixed it and yes even after closing hours I always try to give my customers 100% . He did message our page  my employee replied the customer wanted my phone number but I was at the veteran's hospital with my father and they dont give out my personal number anyway. Iam the owner point is all he had to do was talk to me he knows the number to the Restaurant and knows where it is. I'm sorry but the customer is not always right. The way a owner / manager handles a situation sometimes depends on how they are approached. Being very hateful making a 17 year old cashier cry then cussing at them doesn't make anyone want to talk to them . I have been a woman in business for 33 years this month and I have never had anything like this happen before. If this customer wants his money back over a $3.99 short stack that wasn't on the ticket to begin with and a $1.00 biscuit I will but only if he goes on ****** and puts on there the problem was dissolved. I still have pictures of the tickets if you need them also a woman picked the order up she had to wait approximately 15 minutes longer than she should have the cashier offered her free dessert for her wait the lady was nice and declined.

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