Islands Restaurant LP

To: [redacted] Revdex.com Viewridge Ave # San Diego, CA 92123- Email: [redacted] Ms [redacted] , First and foremost, Islands Restaurants would like to thank Mrand Mrs [redacted] for bringing their issue to our attentionAfter speaking with Mrs [redacted] we were able to gather information so that we could further investigate the experienceOur investigation was thorough and we have spoken with our operations staff about the concerns regarding the guest experience the evening of 4/29/and the very next dayWe have provided the [redacted] ’s with a generous gift card to return to Islands, and have also personally invited them in for a meal on us to meet and talk with the Regional Manager, Mr [redacted] ***We also received a very gracious email from Mr [redacted] on 5/21/14, thanking us for our response to this matter, and accepting our resolution We sincerely apologize for any inconvenience on the part of a valued guestThank you again for bringing this to our attention, as we take the feedback from this guest very seriously Sincerely, [redacted] , Director of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[redacted],
 
First, Islands Restaurants would like to thank this guest for bringing the issue to our attention. It took a bit of time to connect with her,  but I spoke with her at length and was able to gather information so that I could further investigate the experience. I did a thorough...

investigation and spoke with our operations staff about the concerns she expressed. We made sure that her food bill was properly refunded from both experiences, and have invited her back as our guest.  We sincerely apologize for any inconvenience on the part of a valued guest. Thank you again for bringing this to our attention, we take the feedback from this guest very seriously.  
 
Sincerely,
 
[redacted], Area Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hi [redacted],I would like to thank you for the feedback you provided regarding your visit to the Pasadena location.  I am the Director of Operations and Pasadena is one of my stores.  I would like to apologize for the poor food quality that you received. We go to great lengths to ensure we...

serve only the best quality food safely. I apologize for how you are feeling and hope that you and your daughter feel better soon. I can assure you that we take feedback very seriously and I have already followed up with my Food and Beverage team along with the managers at the store. As you know we have refunded the amount requested in hopes that you return soon. Should you have any questions please do not hesitate to email or call me direct.Sincerely,[redacted]Director of OperationsIslands Restaurant(714)308-7322[redacted]@islandsrestaurants.com

To:
[redacted]
Revdex.com
4747 Viewridge Ave #200
San Diego, CA 92123-1688
Email: [redacted]
 
Ms. [redacted],
 
First and foremost, Islands Restaurants would like to thank Mr. and Mrs. [redacted] for bringing their issue to our attention. After...

speaking with Mrs. [redacted] we were able to gather information so that we could further investigate the experience. Our investigation was thorough and we have spoken with our operations staff about the concerns regarding the guest experience the evening of 4/29/14 and the very next day. We have provided the [redacted]’s with a generous gift card to return to Islands, and have also personally invited them in for a meal on us to meet and talk with the Regional Manager,  Mr. [redacted]. We also received a very gracious email from Mr. [redacted] on 5/21/14, thanking us for our response to this matter, and accepting our resolution.  We sincerely apologize for any inconvenience on the part of a valued guest. Thank you again for bringing this to our attention, as we take the feedback from this guest very seriously.  
 
Sincerely, [redacted], Director of Operations

Review: Hello:Twice in the last 2-3 weeks I have visited an Islands Restaurant in Vista, CA and Mission Valley, San Diego CA. I have a colon disorder and food allergies/intolerance.I have been a long time customer of Islands as it is one of a few restaurants that I can eat at. I always order the same thing: Shorebird on Wheat, tomato and mayo only, with honey mustard on the side.In Vista, I was given a sandwich on enriched white bread which I should avoid. I tried contacting the restaurant for hours, but apparently the phone was down. I emailed. No response. I called corporate, no response. Hours later, I did reach a manager who asked that I give Islands another try. He sent a 15.00 gift card.Tonight I tried Islands again in Mission Valley, San Diego. I asked for the exact same order. When I arrived home, I discovered cheese on the sandwich, no mayo, no tomato, and spicy mustard (not HONEY mustard). The server apologized for the long wait and said they were "really busy." I contacted the manager in Mission Valley who said he would send out another gift card. These mistakes indicate a bigger problem. Is it an undue burden for some sort of communication to patrons stating that if they have a food allergy to notify the server? Is it an undue burden to have an alert system in place such as a buzzer or an order flagged? These are all feasible alternatives to a gift card. Food allergies can kill people. Food intolerance can cause a trip to the emergency room. Living like this is not fun. When people like me do eat out, it's rare and the expectation is that we will be able to eat the food we order.Something must be done to correct what appears to be a widespread problem. The fact that my email has yet to be answered says to me that Islands does not take this issue seriously. Because its foreseeable that someone could be harmed by these mistakes, I would hope for a response in a reasonable time.Thank you,[redacted]Desired Settlement: I would like to speak to a corporate officer about this issue. While a gift card is nice, someone could be harmed by not adhering to specific orders. When a patron asks for a specific order,or states unequivocally that they have a food allergy, precautions should be taken. I'd like to know what Islands plans to do in the future. I'd like to know how they handle it now? I'd like to know what they plan to do to make their restaurants friendly to people who have disorders and food allergies.

Business

Response:

[redacted],

First, Islands Restaurants would like to thank this guest for bringing the issue to our attention. It took a bit of time to connect with her, but I spoke with her at length and was able to gather information so that I could further investigate the experience. I did a thorough investigation and spoke with our operations staff about the concerns she expressed. We made sure that her food bill was properly refunded from both experiences, and have invited her back as our guest. We sincerely apologize for any inconvenience on the part of a valued guest. Thank you again for bringing this to our attention, we take the feedback from this guest very seriously.

Sincerely,

[redacted], Area Director

Review: On 4/29/14, my family and I chose to “dine-in” at Islands for a relaxing, unpretentious evening. Unfortunately, when my wife and I received our order, our order did not meet our specification/s as we anticipated. After voicing our concern we were provided with a gift card to accommodate our troubles.

The following day and on 4/30/14, my wife had “phoned” Islands to place a “to go” order for “pick-up” delivery. As my wife was placing her order, Islands telephone reception placed my wife “on-hold” for more than 11 minutes. By conjecture, it appeared that the receptionist completely “forgot” that my wife was “on hold”. Corollary, my wife made a “second” call in an attempt to place our order over the phone.

Unfortunately and to “our” dismay, “we” were faced with another perpetual problem that only acerbated the problems with customer service. Unexpectedly, my wife found a “hair” in her food that she ordered from Islands. Again, my wife had to contact management to report the issue. “Islands Manager” listened to our concerns tentatively and earnestly apologized for any lack of service and again we were provided with a gift card to appease the situation.

Due to the fact that clearly there was a debacle in customer service, on 5/5/14 I contacted “Islands Restaurant” CEO, “Mr. [redacted]” by email in hopes of improving customer service and ultimately avoid any dilemma in the future. In complete reverence, I requested an immediate reply. Unfortunately, Mr. [redacted] failed to acknowledge my complaint and NEVER replied back.Desired Settlement: The gravamen of my complaint is only to point out areas of concern in a revelatory effort of encouraging sagacity. I have addressed preeminent points that need to be excogitated for the purpose of improving service. My wife and I intend to re-visit the business establishment however, we would very much like to avoid any lack of accountability in customer service. Therefore, in an effort to amicably resolve any quandary at this time, I ask that the merchant acknowledge my complaint and amicably find a resolution to the concerns I reverently addressed.

My wife and/or I will graciously look forward to amicable resolving this matter conterminously.

Thank you ahead of time for your time and earnest considerations.

Respectfully,

[redacted] (& [redacted]

Business

Response:

To:

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Email: [redacted]

Ms. [redacted],

First and foremost, Islands Restaurants would like to thank Mr. and Mrs. [redacted] for bringing their issue to our attention. After speaking with Mrs. [redacted] we were able to gather information so that we could further investigate the experience. Our investigation was thorough and we have spoken with our operations staff about the concerns regarding the guest experience the evening of 4/29/14 and the very next day. We have provided the [redacted]’s with a generous gift card to return to Islands, and have also personally invited them in for a meal on us to meet and talk with the Regional Manager, Mr. [redacted]. We also received a very gracious email from Mr. [redacted] on 5/21/14, thanking us for our response to this matter, and accepting our resolution. We sincerely apologize for any inconvenience on the part of a valued guest. Thank you again for bringing this to our attention, as we take the feedback from this guest very seriously.

Sincerely, [redacted], Director of Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,