Karianna F.
Yelp
I went to pick up an order that was ordered online. According to the website, the restaurant opened at 11a. When I arrived for pick-up at 1130a, the door was locked, the flip-sign was flipped to "closed" and lights were off. A sign was posted on the door (attached.)
With this information, I returned to my car, called my lunch companion and we ordered from a new restaurant. I also contacted "Beyond Menu" to let them know about the issue.
Beyond Menu called me back and let me know that the restaurant was indeed open and that my order was ready. I returned to the restaurant and was order was ready, however, it was no longer needed because we made secondary plans. I asked for a refund and the restaurant refused on the grounds that the order was completed and therefore ineligible for refund. The lady was very apologetic as to the fact that a second restaurant had to be contacted but refused a refund. She did offer a free Thai Iced Tea for my troubles, but I declined.
When asked for an explanation, the lady at the restaurant first said that they were always open (implying the misunderstanding was mine,) then her story changed that she had to use the restroom and was alone in the restaurant (however there was at least one other employee present)
After much back and forth with Beyond Menu and the lady at the restaurant, Beyond Menu agreed to the refund, provided I leave the food behind (at the point, I was over 30 minutes late for my lunch meeting and on principle I wanted a refund and the food.)
What makes me sad is that we have been ordering from this restaurant since it opened and made sure to continue support through COVID, but after this customer service incident we will NEVER order from this restaurant again.