My wonderful wife just picked up some carryout menu items from this establishment. I asked her to request one of my chosen items have a certain ingredient excluded. Of course, as soon as she returned home, and we opened the food container, there was the one ingredient present plain as the disappointed look on her face. She said she emphasized this ingredient be excluded. Because she is in food service herself and would not stand for this mistake, she was out the door faster than a cook not paying attention to a food order. This now meant her meal would become cold!
Without compromise cleanliness and good service is to be expected when going to any food establishment. The food may be good but not necessarily to one's taste. But cleanliness and good service are controllable. In my opinion that this order was not prepared properly is bad service. It probably would have tasted fine with the excluded ingredient. But consider people with life threatening food allergies. Thankfully I am not one of those people, but the point is valid. My request was simply a matter of preference. This establishments cavalier attitude towards ingredient requests is unacceptable.
The remedy was to offer a free dish upon a next visit. There will be no next visit. Even if they had offered to pay for the mistake on the initial visit, which they should have (or discounted), there will be no next visit.