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| - I don't like giving bad reviews; however, the last 4 times I have purchased from this restaurant, since giving them a 5-star rating, have not been pleasant. This bad review stems mostly from bad customer service. The food is great, don't get me wrong. It's just that the first 3 times I showed up to pick up my to-go order I had to wait for up to 3 other customers (to have their food prepped and paid for) although my order was sitting next to the wall and was already paid for via their website. Once the server got to me and asked what I needed help with, I informed her that I placed a to-go order online and was ready to pick it up. She asked me what my name was and I replied, then she immediately handed me my order and I left. I couldn't help thinking why to-go customers had such a huge wait time just to pick up their order especially if it was already paid for. And on top of that, this has happened to me 3 times in a row.
The 4th time that I decided to order, I was not able to order online. For some reason, this feature was disabled. I was able to access my personal account and see that I had a $5 voucher (it must be mentioned here, that I actually had 2 accounts with them online. The first one was a personal account and the second one was a business account. I had the personal account since day one when the owner of the restaurant set it up for me. The business account was created by me when I could not figure how to access my personal account online. Also, this business account was used only once before when a server incorrectly put my order on the wrong account).
To continue... I called in my order since I was unable to order online. I advised her that I actually have 2 accounts and that one needed to be deleted. I also advised that I needed to merge the points from the business account over to the personal account. She advised that this is not a new issue and could be easily resolved if I came in and spoke with the owner about it. Since the owner was not in today, I would need to follow up later at the appropriate time that she gave me. I agreed and hung up.
It is at this point, where things got worse for me... Minutes after the previous phone call was made I arrived to pick up my to-go order. However, when they tried to pull up my personal account (which had the $5 voucher) they were unable to access it. I informed her that was impossible since I was in my personal account prior to arriving there. She re-iterated to me that my personal account was not in their system. When I asked how or why my account was deleted, I was never given a straight answer on this and no one would own up to it.
Instead, the only option I was given at this point was her word that she would make sure the points were awarded to my account to show that I have a $5 discount. She asked for my information (name, phone number, email, etc.) and said this would be fixed and not to worry about it.
So I waited about a week believing everything was going to be resolved and that a call would come through from the owner/employee explaining that it was taken care of. But the call never came.
In the end, I wound up calling them today and explaining the issue all over again. I was asked for my personal information for the 2nd time and was advised they would take care of it. It was at this point I felt I was getting nowhere on resolving this issue -- with their website and my account which had mysteriously disappeared. In frustration, I tried accessing my online account again (while on the phone with the manager). For curiosity-sake, I entered my personal email address and for the password I entered the password from my 'business account'. Surprisingly, I was able to view this account; however, this account is one that I rarely used and there was no $5 discount on it as promised. I was also at this point I realized what had happened. All of my business information was still there except for the email address. The email address on this account was changed from one that was used for business to my personal one. This explained why I was not able to login with my personal email address and password.
As of now, I have wasted a lot of time trying to have my personal online account restored to the way it was before, complete with my purchase history and points. And all I have now is the business account, which I have no desire to use or keep. I don't understand how a business can delete a customer's account or have any way of restoring it in case the former does occur. For their part, I was offered to have my business account deleted and to start all over again with a new account and $5 discount. Unfortunately, after all of the bad customer service I went through, I still have my doubts on their ability to make things go right.
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10/19/16
Edit: Owners went over and beyond what I expected. Food was great! Customer service was excellent! I will be returning here more often. ;-) Updated original rating from 2 to 5 stars.
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