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| - First of all, we always love going to the protein source on S. Durango. Never had a problem there. This time we tried this one and what a disaster! I didn't like the turkey chili because it was so strong and salty. So my husband went in and told them we didn't like it because it tasted too salty. So, the owner comes out, a tall burly guy, and instead of offering another order of food or saying something to my husband like, "oh I'm sorry you didn't like it, we will refund your money, we don't put regular salt into our chili but we do put this or that to be an alternate for the salt". My husband is a quiet, non complainer but he said the owner came off very rude to my husband who's been a chef and worked in the restaurant industry for about 30 years now. If anything, my husband said the owner could have been better with his manners and customer service. So I was mad about it. I called and I tried to explain with some choice words (because I was pissed by then) to one of the workers while I waited to speak to the owner on the phone. The worker hung up on me... now if you're going to hang up on me (which I was going to go inside now because I was actually in the car), I'm assuming you don't want to deal with me, then don't come out busting through the door like you're about to go gangster on me, which is what he did, he came outside before I went in and he started running his mouth (again, they need classes on how to deescalate not escalate any situations), so I ran mine. We were going back and forth and then the owner comes out like gang buster and says, "so what's the problem here!" Like he's all tough! I told him and he kept interrupting me and kept saying, "didn't I refund you?!" (he clearly doesn't know how to deescalate a situation). I told him it was all about his attitude. If you're going to refund someone at least have a good customer service attitude, instead he kept saying that there's no salt and normally they don't refund like it was such a bother to refund $10 and he acted like he was doing US a favor LOL!!
So, when we were outside we kept asking why it was so salty, he couldn't answer and explain nicely to us if there was a substitute for the salt or whatever makes it taste salty. He kept saying maybe it's the meat, maybe the recipe is wrong blah blah blah. But we kept pushing why it was so salty, and to that he just skirted around and didn't want to deal with us anymore and said, "I already refunded you, have a great day!" and he walked away. Unbelievable! He couldn't and wouldn't answer a customer's question. He could have handled it waaaay better than he did. I think he was trying to intimidate us and it didn't work. They guy who came outside first also has the same attitude as his boss, absolutely no customer service and they don't know how to deescalate a situation, instead they throw more fire into it. This girl is NOT having none of that! I will make sure I spread this far and wide. I hear he is the owner of both Durango and Flamingo location, that's why he thinks he can have that kind of attitude. Bumbye you learn bruh! Here's a dictionary lesson for the owners, learn to deescalate and NOT escalate situations. Please, have a company seminar on this
deescalate[ dee-es-kuh-leyt ]
Main Entry: lessen
Parts of Speech: verb
Definition: lower, reduce
Synonyms: mitigate, dilute, erode, slacken, minimize, ease, shrink, impair, dwindle, decrease, abate, narrow, diminish, curtail, lighten, weaken, decline, cut, clip, taper, abridge, attenuate, degrade, crop, downsize, soft-pedal, drain, contract, amputate, truncate, close, moderate, thin, cut back, taper off, minify, de-escalate, become smaller, die down, grow less, roll back, slack up, slow down, take the bite out, take the edge off, take the sting out, wind down
de-escalate
[dee-es-kuh-leyt]
verb (used with or without object), de-es·ca·lat·ed, de-es·ca·lat·ing.
to DECREASE in intensity, magnitude, etc.
Update*** So the owner wants to reply and says I used abusive and intimidating behavior. What a joke! I'm just about 5 feet tall, but they wanted to come out of their establishment and try to intimidate us. They came off that way to us, so of course they got an ear full of attitude and language. The owner is about 6 ft tall and looks like he's on steroids, probably accounts for his gangster mentality and behavior and his employees behave the same.
Update*** I noticed the owner changed the original comment to my review, doesn't matter to me. This review will probably stay right here. So, who was being racist? Certainly not us Lol! Is that the only card they can pull out? Stop the craziness already.
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