Romm Construction

We have received the notice of complaintI understand the customer was frustratedWe were being sincere and was apologetic for the messy turn outWe tried to tell the customer that it is our policy for food to be return for any exchanges or refundThe customer couldn't comprehend that
informationI am very sorry if the employees were doing the best that they could and sorry if they don't speak very good English, but who does anyways. Yes, the customer did ask us to send the missing order to their home, we told the customer that we had no delivery guys at the time and it would be quite a wait, if they would like to speed things up, they could come pick it upUnfortunately, customers usually don't care if your short staff, packing thing, answering phone, writing down orders, trying to make time to be on time and above all, we're in a middle of a dinner rushSO, we can keep the customers HAPPY. Initially, we didn't ask them to bring back the first purchase, we simply ask if they would like there original order, they could come pick it up and we would give them 50% offThere was no agreement madeThe customer just said, okayThen hung up. Yes, someone did come to pick up the order minutes laterThe customer was asked to pay $for a $orderThey couldn't understand why they had to pay for the second purchase.( This was not the wifeThis was the husbandI not sure what the wife assumed or what she said to the husband.) The husband was not going to pay, we then told him, we talked to his wife, if you came back to get the original order then we would give a 50% discount, if they didn't want it, then we would just toss it outWe did give the customer the option beforehandThe husband did pay for the second purchase for $And he left. About minute later, the wife called backDemanding we should have given the second purchase for free and given her a full refund for the first purchaseThis is where it gets complicatedUsually, if you dine at a restaurant, if the order was not correct or up to par, they remake it for you or a discount is givenAfter all, they said they had kidsSo we tried to be polite and not ask for the first purchase. We told the customer they could just keep the first purchased, but the customer kept stating that it not what they wanted and wanted to original orderThe customer kept on insisting we give her a full refund for the first purchased and that they should be able to keep the second one without paying for itSo it should be win-win for the customer and a lose-lose for the businessIF, every customer made this business give them free food all the time, we wouldn't even have a businessFor example, KFC has a sign stating that food must be present for any exchanges or refundIF they were to let customers do whatever they wanted KFC would cease to existSince KFC is a chain, maybe they can afford to lose more, but we are a family own businessNot a chain. The customer did asked if they gave us back the original order, what would we do with it? We simply told her that we would toss it outThe customer got frustratedI am sorry, but that is a sanitation ruleSo, we stated to the customer once again, if they would like a refund, food must be presentedRegardless, if the food was eaten or notWhatever they had just bring it back the first purchase and they will get a refund for $22.00. The customer came back for the last time, gave us what was left, and we REFUNDED her money back. I can understand the frustration and the miscommunicationWe do apologize for the any inconvenience that was givenThe choice is up to the consumer to makeWe don't force anything on youWe would love for you to buy from our restaurant, but sorry if we don't meet your expectationsWe try our best to cater to everyone, but everyone is different