I ordered a cioppino for dinner through your delivery service, expecting a delightful meal to be enjoyed by my wife. Unfortunately, the process was marred by several issues that left me disheartened and dissatisfied.
The first concern arose when I discovered that the ordering process could only be completed through your website, redirecting me to a third-party delivery service, DoorDash, via your partner Toast. This complexity in the ordering process was already a red flag for me.
Upon receiving the delivery, I was dismayed to find that the "broth" had spilled onto my driveway (see pics), rendering the meal inedible. Despite the receipt indicating that I should contact the restaurant for order issues (see pic), the delivery driver instructed me to reach out to DoorDash. This discrepancy only added to my frustration.
Upon contacting your establishment, I encountered unprofessional and unhelpful responses. Despite my efforts to communicate the issue, I was met with rudeness and a refusal to rectify the situation. The lack of accountability and customer-centric approach was deeply disappointing. Eventually I was told I could get a new one if I was willing to stop by to pick it up (sic!)
Furthermore, my subsequent visit to your restaurant to resolve the matter was met with further disappointment. The owner's reluctance to address the issue and insistence on additional payment for a replacement order was disheartening, particularly given the circumstances. He made it pretty clear that his "business ethic" prevents him for giving away food for free for third-party mistakes and I should contact Toast to express my frustration (again, not what is written on your receipt... see pic...) Just to clarify one more thing, there is no way to contact Toast anywhere on their site. Anyways, according to the successful businessman, my other option was to pay for a new order as he was not responsible for spillages on my driveway.
In summary, the entire ordeal resulted in wasted time, effort, and financial investment, leaving a lasting negative impression. As a customer who values transparency, accountability, and quality service, I felt compelled to share my experience in the hopes of a better "next time". One hour wait, three minutes on the phone with a rude person, one hour drive, five minutes of useless conversation with another rude person, one ruined night. All this for $58.50, taxes and tip included. A real deal, in my humble opinion. Needless to say, I will never ever set foot in that fine establishment and most probably will learn how to make cioppino myself.
Update (after owner's response): Following your response, I appreciate your acknowledgment. However, it appears there may still be a disconnect regarding the fundamental principles of hospitality and customer service, as outlined in your answer.
My primary concern was not centered around monetary compensation but rather the simple desire to provide my wife with a delightful dining experience (in very simple words, I didn’t want a refund and still don’t want one). When I called, I had hoped for a proactive approach from your end, with a focus on rectifying the situation rather than citing limitations. A straightforward inquiry such as, "How can we address this issue to ensure your satisfaction?" would have sufficed.
Regrettably, the best possible solution "ANOTHER CUP OF BROTH" was never presented to me. Even upon my visit to retrieve the order (as per your suggestion), there was no effort made to correct the oversight or accommodate the situation. I have heard the “contact Toast line” at least ten times…
While I understand the complexities of running a business, I believe that prioritizing customer satisfaction over profit margins is essential for long-term success. However, as presented, it seems to be much easier for you to blame it on the “wrong customer attitude” or on a poor delivery driver working hard to make ends meet.