Main Moon

Thank you for contacting us with the customer's concernsWe do recall the incident in question and tried to satisfy the customer with a reasonable compromise As Ms [redacted] said, she placed her order onlineWe have included a copy of the order as we received it with confidential information redactedAs you can see, Ms [redacted] ordered her Moo Shu Pork with rice, not pancakes, and the order was filled as it was received On the matter of the dipping sauces, they were accidentally left out of the customer's bagThis does occasionally happen when we get very busy, as we were that day, and we attempted to correct the situation in a reasonable and appropriate fashionOf course, we offered to bring her the sauces she requested, but because we was calling during the dinner rush, she lives miles from the restaurant,there was construction on Bethel Rd closing the righthand lane, and the trip takes minutes when there is no traffic, we would need minutes to get the sauce to her Ms [redacted] considered a minute wait unreasonable and demanded a full refund of her moneyStore policy is that we do not offer a full refund unless the customer returns the food to the storeWe consider this to be a very reasonable and practical policy and we do not believe this differs from any other restaurant doing similar business Ms [redacted] also found this offer to refund her money in full if she returned the food to us to be unreasonableAs previously stated, the customer was calling during the dinner rushThe employee to which she was speaking asked her to hold for a moment so that she might answer another incoming callMs [redacted] was placed on hold and was not there when the employee returned to continue to find a solution to the customer's problem According to our store's standard practices, because the customer was unsatisfied with her food and had refused the previous two solutions offered, our employee would have offered her some sort of discount from a future orderIf such a discount would resolve the customer's issue, we would be happy to offer a $discount on their next order from our restaurant Thank you for giving us the opportunity to resolve this issue

Thank you for contacting us with the customer's concerns. We do recall the incident in
question and tried to satisfy the customer with a reasonable compromise.
As Ms. [redacted] said, she placed her order online. We have included a copy of the order as
we received it with...

confidential information redacted. As you can see, Ms. [redacted] ordered her
Moo Shu Pork with rice, not pancakes, and the order was filled as it was received.
On the matter of the dipping sauces, they were accidentally left out of the customer's
bag. This does occasionally happen when we get very busy, as we were that day, and we
attempted to correct the situation in a reasonable and appropriate fashion. Of course, we offered
to bring her the sauces she requested, but because we was calling during the dinner rush, she
lives 3.8 miles from the restaurant,there was construction on Bethel Rd closing the righthand
lane, and the trip takes 10 minutes when there is no traffic, we would need 20 minutes to get the
sauce to her.
Ms. [redacted] considered a 20 minute wait unreasonable and demanded a full refund of her
money. Store policy is that we do not offer a full refund unless the customer returns the food to
the store. We consider this to be a very reasonable and practical policy and we do not believe
this differs from any other restaurant doing similar business.
Ms. [redacted] also found this offer to refund her money in full if she returned the food to us to
be unreasonable. As previously stated, the customer was calling during the dinner rush. The
employee to which she was speaking asked her to hold for a moment so that she might answer
another incoming call. Ms. [redacted] was placed on hold and was not there when the employee
returned to continue to find a solution to the customer's problem.
According to our store's standard practices, because the customer was unsatisfied with
her food and had refused the previous two solutions offered, our employee would have offered
her some sort of discount from a future order. If such a discount would resolve the customer's
issue, we would be happy to offer a $5 discount on their next order from our restaurant.
Thank you for giving us the opportunity to resolve this issue.