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Response from the owner
a month ago
James, since this review leaves out some fairly important details, here is what actually happened.You placed your order online and selected Medium/Hot (It's officially spicy).Our online menu clearly identifies that level as spicy.Your meal was then prepared at the spice level you selected.For anyone keeping track:You ordered hot.You received hot.You complained that it was hot.And then demanded a free meal because it was hot.Our staff member explained that spice is subjective and that our heat scale is not comparable to another restaurant, another cuisine, or someone’s personal tolerance. Being able to eat spicy food elsewhere does not somehow change what our Medium/Hot level is. She was polite and very professional. She also told you she would speak with a manager and call you back asap. Rather than allowing her a few minutes to do that, she was repeatedly told that “the customer is always right” and that we would “lose a customer” unless a free meal was provided immediately.She contacted management anyway.A complimentary replacement box was approved, even though your original meal had been prepared correctly. She called you back to offer it. You hung up on her while she was speaking. Then you posted this review that your concerns were “rejected.”For anyone still keeping track:You asked for a replacement.We approved a replacement.Our staff called to offer the replacement.You hung up on the person offering it.Then complained publicly that nobody helped you.We’ll let readers decide how much sense that makes.Calling our employees “dirty looking staff” is also not constructive feedback. Complaining about food or service is fair. Personally insulting employees who were actively trying to help you is simply disrespectful.As for the alleged “garbage everywhere,” the items being referred to were flattened cardboard recycling waiting to be taken out at the end of the day. So yes, there was cardboard.At a restaurant.Being recycled.We apologize that it failed to make a better impression. We take genuine concerns seriously and regularly go above and beyond to resolve them. What we cannot do is make food clearly labelled hot somehow not hot, instantly authorize compensation before a manager is consulted, or accept that repeating “the customer is always right” makes every demand reasonable.On your decision not to return, however, we can agree. Given the way our staff were spoken to and personally insulted, we think that is the best outcome for everyone.
