I'm gonna sound like a cheapskate, but need some imput.

[jlima]

Any advice?

Get them to tell you when the manager will be there; and go in person to speak with them.

When I got married I paid extra for our overnight shipping for our map cards. A few days after I ordered them, I stopped at the party store on a Friday for a greeting card & asked at their wedding department if my maps were in. The brought me a box with a big orange THUR sticker on it; said it hadn't been "verified" yet, but I could take them if I wanted to. By the time I got home and had thought about it, I was really mad; I paid $12 (this was in 1991) for overnight shipping; and no one called when they came in. I called the store and got the same story you did - only the manager could give a refund; and she would be in at 9 am the next day. So, I showed up at 9 am, and brought the box with me in case they argued with me. I asked the first cashier I saw for the manager and got "She doesn't come in until 10 am"; and I'm sure she thought I was a nut case when I said "I was told she would be here at 9 am; and I need to speak with her." So the clerk from the day before who gave me the bad information came to the register and gave me the $12 with no more questions.

It's harder to say no to someone in person, than over the phone.

 

[DawnCt1]

You have obviously never lived in the Caribbean... that is normal.

And you may wait an hour to get it!

 

[rgf207]

A little update: I still never recieved a phone call from the manager and every time I called there, they said she was in & out all day and I was told that she had left word to the employees that she was not going to refund the money.

I emailed the corporate office and also filed a comlaint with the Better Business Bureau. Since the manager never took the time to contact me, I will also wrote her a letter telling her that I will never visit that restaurant again, and will encourage my friends and family to do the same.

Good job. I don't understand why people on this thread are flaming you. It doesn't matter if the burger was $4 or $14, it's the principle of matter here. They served food that was of poor quality and then refused to make good on it AFTER they said they would. If they will do this to you, they will do it to others. This is not good business practice and I'm sure the corporate office would like to know since I'm sure that's not their business practice.

You did exactly what I would do

 

[pandora174]

We had a somewhat similar experience about 2 years ago at a hotel in Orlando. Can't remember the name but it off site, by Downtown Disney 4 star. Anyway we were starving & went to their restaurant & the food was terrible. My DH can eat dirt but his burger was nasty. I had a hot sandwich & appetizers & everything was like they just re-heated it in the microwave. My son's mac & cheese was cold. We were so tired & it was late & there was no manager at the restaurant. The server charged it to our room. I was too tired to argue. The next morning bright & early I called the front desk & by this time I was fuming since I am very careful of charges & when I check on the TV I see internet charges to the tune of $96 !!! (we did not take our laptop) so having explained this new issue & last night's meal we received an apology, a full refund for the internet & the meal. I was surprised really surprised at the level of customer service by the manager & he even noted we had a little one since there was a kid's meal & said I want to make this stay memorable but for the better & got us 3 coupons for a Disney character meal at the hotel ! That was very good customer service in my opinion & I just really wanted a refund for the meal & Internet. They definitely turned my frown into a smile.

 

[Frantasmic]

It sounds like two things might have happened. The fries were probably "old" to begin with, and just sitting under a heater lamp.

Also, how long did it take to pick up the food and how far away was the restaurant? Since fries and burgers get cold really fast, part of the problem may have been the time in transit.

Did your friend eat their food? What did they have? Did they have any issues with their order?

 

[rgf207]

It sounds like two things might have happened. The fries were probably "old" to begin with, and just sitting under a heater lamp.

Also, how long did it take to pick up the food and how far away was the restaurant? Since fries and burgers get cold really fast, part of the problem may have been the time in transit.

Did your friend eat their food? What did they have? Did they have any issues with their order?

I just don't see why this matters. Unless the OP is one of "those people" who constantly complains to get free stuff, which I don't think she is because she is here asking for advice, then the only thing that matters is she was very unsatisfied with her food. It really doesn't matter why, she felt that she was wronged and deserves a refund. The manager agreed but then changed his/her mind which is not right. Now the store is treating her unfairly and to me it seems like they are not conducting good business practices.

 

[mousetravel]

It doesn't matter if the burger was $4 or $14, it's the principle of matter here.

That's my point. It's the matter of fact that I was promised a refund and then they refused the refund. If they would have said from the beginning, ABSOLUTELY NO REFUND, then that would have been different.

 

[NEVERENOUGHWDW]

That's my point. It's the matter of fact that I was promised a refund and then they refused the refund. If they would have said from the beginning, ABSOLUTELY NO REFUND, then that would have been different.

You have to remember at this time of year you most likely spoke to a part time teenager that gave you the wrong info., is that right no but it happens.

You wrote the letter so at this point just move on.

As far as the BBB, I think that was premature because you didn't wait for corp. to respond.

 

[mikehn]

Man, must be nice to have all this free time to chase after $14.

 

[PrincessKsMom]

Good job. I don't understand why people on this thread are flaming you. It doesn't matter if the burger was $4 or $14, it's the principle of matter here. They served food that was of poor quality and then refused to make good on it AFTER they said they would. If they will do this to you, they will do it to others. This is not good business practice and I'm sure the corporate office would like to know since I'm sure that's not their business practice.

You did exactly what I would do

I just don't see why this matters. Unless the OP is one of "those people" who constantly complains to get free stuff, which I don't think she is because she is here asking for advice, then the only thing that matters is she was very unsatisfied with her food. It really doesn't matter why, she felt that she was wronged and deserves a refund. The manager agreed but then changed his/her mind which is not right. Now the store is treating her unfairly and to me it seems like they are not conducting good business practices.

On what do you base your assumption that they served food of poor quality? OP never tasted it. So she didn't like what it looked like, it might have been a great meal, but we'll never know. And yes, transit time does play a huge part in how you receive your food. Whenever we want burgers or fries, we eat out, because once they put the burger and fries in those styrofoam or tin trays for delivery, everything immediately begins to get soggy from the condensation in the packaging. I also think it's OP's fault for not having inquired about the price before ordering.

As far as the promised refund, I think they should refund OP's money, after having her come down to the restaurant to return the food, but I definitely think she's taking this all a little far by contacting the Better Business Bureau.

 

[rgf207]

On what do you base your assumption that they served food of poor quality? OP never tasted it. So she didn't like what it looked like, it might have been a great meal, but we'll never know. And yes, transit time does play a huge part in how you receive your food. Whenever we want burgers or fries, we eat out, because once they put the burger and fries in those styrofoam or tin trays for delivery, everything immediately begins to get soggy from the condensation in the packaging. I also think it's OP's fault for not having inquired about the price before ordering.

As far as the promised refund, I think they should refund OP's money, after having her come down to the restaurant to return the food, but I definitely think she's taking this all a little far by contacting the Better Business Bureau.

Come on...seriously. You are arguing that food that looks horrible may just be spectacular. I'm not sure I've ever eaten good food that looked horrible beyond some exotic dish. But we're not talking about that. We're talking about a burger and fries. Pretty common meal and one that you can pretty much judge quality by looks.

I've gotten plenty of burgers and brought them home and never did I have one that I would not touch and I think I probably have ordered from every possible franchise chain in the U.S. since I traveled a lot for work.

I think you're just arguing for the sake of arguing.

 

[mousetravel]

It's not even about the quality, taste, or looks of the food. It's about the promise of a refund, then they refused the refund.

 

[PrincessKsMom]

Come on...seriously. You are arguing that food that looks horrible may just be spectacular. I'm not sure I've ever eaten good food that looked horrible beyond some exotic dish. But we're not talking about that. We're talking about a burger and fries. Pretty common meal and one that you can pretty much judge quality by looks.

I've gotten plenty of burgers and brought them home and never did I have one that I would not touch and I think I probably have ordered from every possible franchise chain in the U.S. since I traveled a lot for work.

I think you're just arguing for the sake of arguing.

Not arguing just for arguing sake. You just proved my point exactly. You've never brought home a burger that you wouldn't touch -- but OP did. So don't you think it's possible she was overreacting? I think the $14 is what burned her more than the look of her burger. And speaking of which, just how bad could a burger and fries really look?

 

[PrincessKsMom]

It's not even about the quality, taste, or looks of the food. It's about the promise of a refund, then they refused the refund.

And without discussing the "quality, taste, or looks of the food" we wouldn't be discussing a refund.

 

[Traveliz]

I disagree that you can't judge the quality of food by looking at it.

I recently was at a deli and looking in the case I could see some of the items had "crusted" over, were discolored on the edges, etc.

I didn't need to taste that food to tell the quality was amiss.

There are times you can look at food and tell its not right.

I can just about guarantee if the OP was saying how she got this food, it didn't look right but she decided to eat it anyway and she got sick the thread would have taken on a different life - of why did you taste it if you thought it looked bad!

Liz

 

[luvdzne]

Man, must be nice to have all this free time to chase after $14.

I guess money and time mean different things to different people! Heck I have called and complained when I am over charged $2 at the grocery store. I tell them I will stop and pick it up the next time I'm in. It is my money and my husband and I work hard for it.

If you were eating in the restaurant instead and the food looked unappetizing and was inedible you would send it back. The manager would either offer to make a new one, offer something else and/or take the food off the bill. They would never tell you tough! I don't see how this is any different than that.

OP I don't think I would have gone as far as contacting the BBB at this point. It usually takes up to a week for the proper person at corp. to get the complaint and handle it. If at that point they do not make it right then you can contact the BBB. However if there is a place online to leave a comment and rate the restaurant I would rather do that than contact the BBB. I often look online to find how people rate a particular restaurant I have yet to try. If it has a poor rating I don't set foot in the place.

By the way...what was the name of the restaurant?

 

[rgf207]

Not arguing just for arguing sake. You just proved my point exactly. You've never brought home a burger that you wouldn't touch -- but OP did. So don't you think it's possible she was overreacting? I think the $14 is what burned her more than the look of her burger. And speaking of which, just how bad could a burger and fries really look?

Possibly but I think it's more of a probability that the OP brought home a burger that was indeed of very poor quality. Maybe one that had been made incorrectly for a customer and placed under a heat-lamp for a longer period of time than food safety regulations allow

 

[rgf207]

I guess money and time mean different things to different people! Heck I have called and complained when I am over charged $2 at the grocery store. I tell them I will stop and pick it up the next time I'm in. It is my money and my husband and I work hard for it.

If you were eating in the restaurant instead and the food looked unappetizing and was inedible you would send it back. The manager would either offer to make a new one, offer something else and/or take the food off the bill. They would never tell you tough! I don't see how this is any different than that.

OP I don't think I would have gone as far as contacting the BBB at this point. It usually takes up to a week for the proper person at corp. to get the complaint and handle it. If at that point they do not make it right then you can contact the BBB. However if there is a place online to leave a comment and rate the restaurant I would rather do that than contact the BBB. I often look online to find how people rate a particular restaurant I have yet to try. If it has a poor rating I don't set foot in the place.

By the way...what was the name of the restaurant?

Exactly. About a year ago I ate at a Garfields. My wife ordered a burger and I ordered an entree. Apparently my entree was finished about 15 minutes before hers because when mine came out it looked horrible. I did taste it and it tasted horrible because it had been sitting under a heat lamp for a long period of time. The server took it back. I did not want any other food because we were going to a movie and that would have made us late. The waiter immediatly removed the entree from the bill.

 

[PrincessKsMom]

I think the difference in all of this might be what you expect as take out versus what you expect at a sitdown meal. I don't think the same meal will look the same as takeout versus what would be plated for you in a restaurant. Either way, I'm sure OP will followup as she sees fit.