Tokyo Express

Response: To whom it may concern, As the owner and manager of Tokyo Express, I must clear the air surrounding the customer complaint made against our establishmentI was not spoken to by the customer directly, nor did she make an attempt to request to speak with meI was not made aware of her issues with our food till after the factI was told by the person who spoke with her, that hours after she picked up her food, she called in complaining that she was not satisfied with the foodShe did not state that it smelled or tasted foulThe employee then apologized and offered her a store credit for bowlsAt the time of the phone call, she accepted the offer, with no further complaints or hesitationHowever, four days after the initial phone call, the customer called back demanding we credit her card backBy this time the batches were already processed, so she was advised that would not be possibleApparently she stated that she would do something about it and then we received the complaint with all these accusations against usWe are a small family business and take care not to serve bad foodHad she come to me directly, I would have advised her that we couldn’t credit her back to her credit card but I could have offered her an alternative, such as refunding her cashThank you for giving us the opportunity to defend ourselves against these slanderous accusationsSincerely, [redacted] Sent on: 4/23/11:25:PM

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Response: To whom it may concern, As the owner and manager of Tokyo Express, I must clear the air surrounding the customer complaint made against our establishmentI was not spoken to by the customer directly, nor did she make an attempt to request to speak with meI was not made aware of her issues with our food till after the factI was told by the person who spoke with her, that hours after she picked up her food, she called in complaining that she was not satisfied with the foodShe did not state that it smelled or tasted foulThe employee then apologized and offered her a store credit for bowlsAt the time of the phone call, she accepted the offer, with no further complaints or hesitationHowever, four days after the initial phone call, the customer called back demanding we credit her card backBy this time the batches were already processed, so she was advised that would not be possibleApparently she stated that she would do something about it and then we received the complaint with all these accusations against usWe are a small family business and take care not to serve bad foodHad she come to me directly, I would have advised her that we couldn’t credit her back to her credit card but I could have offered her an alternative, such as refunding her cashThank you for giving us the opportunity to defend ourselves against these slanderous accusationsSincerely, *** *** Sent on: 4/23/11:25:PM