| rev:text
| - The concept behind Phuel seems like it would be so good in theory, the execution just isnt there along with an extremely unprofessional owner (Brandon).
First, my CSU MBA program had used Phuel as one of our caterering options for weekly lunches. There were a few consistently good items such as the Fire Bowl, however there were many order mistakes and poorly prepared food. One such incident involving a Salmon omelette left me extremely ill the next day. During another incident the salad I ordered was incorrect, I called Phuel to ask about it, Brandon, the owner, was extremely defensive and blamed the office assistants at my college who submit our orders and denied any mistake on his part. I followed up with the office assistants in person, by explaining the issue and what Brandon relayed to me to the assistant to make sure future orders are correct, they showed me the email they sent to place the order, the order was correct as I had placed it, meaning Brandon flat out lied to me. Phuel has now lost our departments business.
At my job we often cater any meetings that happen occur over the lunch hour. I recommended Phuel to change up our usual choices, BIGGEST MISTAKE EVER. First off the orders were not as described, we received different salads than ordered, the macaroni bake didnt have a description on the website as was actually not macaroni and cheese but this spetzel mush that didnt taste very good, some of the other items that we received were so inedible that the people just threw them away, and the "fries" ordered were actually more like kettle chips.
I emailed the company to let them know the multiple issues we had, I told them I didnt want a refund or a remake but instead was just giving them the benefit to knowing why they lost our business. Instead of replying to the email, Brandon looked up the order and called our executive assistant (who placed the order) and started in on his defense, she explained she did not email him and asked if he wanted to be transferred to me and he declined and emailed me instead. When I called him like he requested in the email, he "apologized" but then started in on all the reasons why it was our fault that we didnt understand his menu. WIth the macaroni bake he explained it was an old german recipe, ok fair enough, list it on your website and menu. He blamed the delivery company website for not including it like he asked but I told him it was not included on the Phuel website either. Also, it tasted like old crappy socks. He then told me the kettle chips, were fries and we were all wrong, I asked why no condiment or ketchup was included (standard for fries, right?) he said fries dont get ketchup at Phuel. Then I told him we received the wrong side salad and that the chicken salad sandwich was so bad the person threw it out. He kept telling me he would like to remake the order, as previously explained no one wants their food, it was gross the first time around they arent interested in a remake, we dont want a refund, I was giving him the courtesy of explaining the issues we had so they can address it. Throughout the call Brandon became increasingly defensive and hostile, raising his voice at me, talking over me and saying its not fair we wont give him a chance for a remake. No, we dont owe them any chances, we spent probably $90 on a lunch delivery that was inedible and/or incorrect. When I asked my (hungry) co-workers if they wanted a free remake delivered, their collective response was not unless he was going to pick it up from another restaurant.
Here is my advice, clarify your "unique" menu difference from what is standard or would be expected by the verbatim elsewhere. Fix issues, or shut up after you apologize, you cant apologize and then rant about how the error is actually the customers comprehension of your brilliant menu.. and most of all, Brandon, GROW UP, your poor attitude and service is killing your restaurant.
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