Lucas and Marco Reviews (%countItem)
Lucas and Marco Rating
Address: 1221 King St W, Toronto, Ontario, Canada, M6K 1G3
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all I asked for was a simple callback , they promised me things and then came back to me to say they never said that.
Unfortunately we will not be able to resolve this issue to your satisfaction. As my email stated we feel we made a reasonable effort to contact you and we consider the matter closed on our end. Please contact your credit card company to have them look into the over charges. We will not be contacting you any further. Any contact you make to the Guest Serivces will be sent to us however we will only let them know that we consider the matter closed and that we will not be contacting you any further.
Regards,
***
Operations Consultant
Lucas & Marco Inc.
Hello *** ,
You have certainly not contacted me . And before assuming you have the correct number maybe it would be common courtesy to confirm if that could have been the issue .
Also , the commitment for coupons was indeed stating during a conversation on 2 occasions . You can go back to your recorded calls and hear that . Instead of emailing me and assuming the issues stated in your email were the problem , maybe a phone call would resolved it . Once again , I did not contact because I have not received the refund . My concern was that I had to call 3 times before getting anything done . And when told that the owner would call me back or that someone would reach out to me , that's exactly what I'm expecting . If no one could reach me then maybe send over an email since you know this is the correct one and confirm if you have the right phone number on file . Once again , no one has made any attempts to call me I have no missed calls or voicemails . I have only been contacted via email and only to be told Someone would call me in 5 business days . In all honesty , it seems like you are trying to give me the run around which I am not appreciating what so ever right now . You have not even acknowledged my concerns of the customer service . All I can see in your email is you insinuating I ( the customer ) am Thank you for reaching out to ***'s regarding your mobile order. I am the district Manager for the owner operator at ***. We have made attempts to contact you and have communicated to you that the issue with the over payment using the mobile app has to be dealt with your credit card company. We have not made a commitment to any coupons so I don't know where the coupons offer came from nor can we provide a refund for an over payment we don't have on our system. Your credit card company is best positioned to deal with the over payment. They can see the transactions and correct it for you. We have called and left messages for you.
We consider this matter closed at our end. We will not be sednding you any coupons nor any refunds from our end. Again, thank you for reaching out to us with your concern however Jane the restaurant General Manager and *** another District Manager have already contact you several times in the past few weeks. Please contact your credit card company and have them refund you the over charges.
Regards,
***
Operations Consultant
Lucas & Marco Inc.
No settlement requested - for i want people to know how rude they were and how much they avoided my concerns. as per emails
Contact Name and Title: ***; DM
Contact Phone: ***
Contact Email: ***
Hello, In response to ***'s complaint. ***'s was first made aware of ***'s concern on January 8th 2018. We immediately investigated our records to see if her claims of being over charged occurred on on records. We found no triple entry credit for the order she claims was charged to her credit card. We attempted to contact *** via phone calls several times- on or abouts January 11th and January 30th. At some point *** claims that ***'s offered her coupons and a refund. We made no such claim. An email was sent to *** on March 5th where we again explained to *** that we don't see the over charges on our records and that she should contact her credit card company to resolve the issue. The mobile app that *** used is a closed system - we at the restaurant have no access to it - it communicates payment with our system-- payment is controlled and completed by ***. The issue is that while *** claims we have not contacted her - we have both through telephone and email. While she claims we offered her coupons - we have not made no such claim. While she claims we charged her $8 three times - we can not verify that took place.. we only see the cash transaction for her order. The simplest way to deal with this was to dispute the charges with the credit card company. If she had done so on Janaury 8th - she would have had resolution from her credit card company already. We at ***'s take complaints very seriously and endeavour to ensure all our guest have the best experience possible when they visit the restaurant. We did our best to ensure her visit was saitsfactory.. She makes no claims against the food or atmosphere... in her original complaint it was all about over charging which as explained to her - a shift surpervisor can not verify that her card was charged three times... We feel we have done our best to deal with this situation and we hope that *** has taken action by disputing the charges with her credit card company. Should you need to contact me I have provided my contact information. Regards, ***.