03/05/2012Provided by Citysearch -
My family and I frequented this Mexican Restaurant two to four times a month since I moved our business to this area and discovered it three years ago. The place is very clean and organized with excellent food and staff (So we thought). We spent on average $25.00 to $40.00 a visit. On Feb 11th we ordered dinner and the bill came to $30.89 total.
I went in around 8:15 to get my order (carry out) and the place was unusually slow that night. I paid the cashier the total and left a $5.00 tip like I always do. Just as always the food was ready when I arrived as it always is. I was directed to two bags located on the counter. When I returned home I noticed they had forgotten to give me a shrimp cocktail that I ordered at a cost of $8.50. I immediately called them and advised the young lady of this and she stated very nicely that it was there and I could come back and pick it up. She stated that the cooks had forgotten to place it in my bags. I advised her I was at home now and unable to come back to get it. She understood and again apologized for the error. I was not upset and being a business owner understand mistakes can and do happen. She said she would make a note of the mistake and I could come and pick one up in the future. I was satisfied with that resolution and that was that.
I called in tonight (March 5th) to place an order. The lady (not the same) was very courteous taking my order as they always are. I gave her my order and asked if I could get my replacement (not free) order of shrimp cocktail that was missed on my last order. After being asked to hold for a second I listened for about a minute as she spoke to someone in Spanish which I do not understand. I knew this was not good. She came back on the phone and asked if I knew who I had spoken to when placing the original order and calling in to advise of the missing item. I advised her no as I did not know anyone at her business on a first name basis but it was a young lady. She asked me the time of day and I advised her evening. She then had another discussion in Spanish and came back asking me if I could call back in 10 minutes. I agreed.
Calling back I told her I had kept the receipt (which I normally do not do) just in case we had any issues. I was told she is sorry but she can?t reach the owner on the phone and can not give me the shrimp cocktail. I told her I have been in this restaurant many, many times over the last three years and I am not looking for a free meal. I just want what they owe me. I wanted to order additional items tonight also but want what I paid for on my last visit. She said she recognizes my phone number and knows I am a great customer who visits regularly. I told her I even tipped them $5.00 the last visit but I still was shorted a $8.50 item. She insisted she could not give me the item without talking to the owner and I thought that was a bunch of crap. If I was a one time visitor I could understand her position but to treat me like I am trying to get over on them for free food after my history eating there??? I explained I would have been back sooner but I had been away traveling on business and this was the first opportunity for me to come in. Well as I was very frustrated I told her they would never ever see a dime out of my pocket again and that they had lost a very good customer over a very simple problem that would have been so easy to resolve. I hope they go broke because they neither respect nor appreciate a good honest customer. I would fire any employee of mine that acted like they did over a mere $8.50 problem that could have been resolved so easily.
Brad Fox / Owner
Hayward CA 94544