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| - I have been enjoying my "regular order" from this Paramount location pretty much every week for the past two months now - a kafta wrap, fattoush salad, and a Coke.
The other day, I placed this order through Ritual, as I always do. My order was not accepted, the app indicated that they were out of kafta. Ok, no problem . . . I ordered a shish tawook wrap instead. It was the fattoush salad that I was really craving, anyway. Oddly enough, the "fattoush salad & a Coke" option was greyed out within the Ritual app, so I opted for "fattoush salad & a Diet Coke" as my side. I figured I could just ask when I got to the restaurant for a Coke instead.
The anticipated "order ready time" as per the app was 12:31PM. I arrived right around then, and was told that my order was delayed. No big deal. I took the opportunity to ask if I could have a fattoush salad and a Coke, rather than a fattoush salad and a Diet Coke. This is when the woman working the cash told me that they no longer offered fattoush salad as a combo option, and that I would be getting fries instead. I reiterated that fattoush salad is what I ordered - even showed her my order on my phone, and she insisted that they no longer offered this option, and that I would be getting fries instead. (This is despite the fact that Paramount still offers fattoush salad.) So here I am, at Paramount, waiting for a chicken wrap and fries when I had really wanted a kafta wrap and a salad. The cashier blamed Ritual for the mix-up, and had no interested in addressing my concern.
The manager ended up coming by while I was waiting for my food, and I explained the situation. She said "oh, but we do have kafta". I showed her the Ritual app, which clearly showed that kafta wasn't available. She seemed surprised, and explained that they have no visibility into the Ritual menu, they only accept/reject orders. I was told that my order for a fattoush salad should have never been accepted.
In the end, I did get my kafta wrap and a side fattoush salad. But, to be honest, it shouldn't have been such a fight to get what I had ordered. These guys really need to learn a thing or two about customer service, as it would have been quite simple to make me happy - by just giving me what I ordered - and they opted to argue with me instead.
It is unfortunate, because I really do like Paramount and want to support the brand based on the social initiatives of the founder. But this experience really put me off.
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