Sora A.
Yelp
I stopped by Dave's Hot Chicken to pick up a takeout order and got the Dave's #2 for this particular visit. Everything about the food, the location, and even the friendliness of the staff was perfectly fine, this review isn't about that. My issue came after I retuned back to my hotel room and accidentally dropped one of my sandwiches on the ground.
Obviously, that was on me, so I made the drive back to have it remade. When I explained what happened to the front-of-house employee, I even showed them the completely intact sandwich, still warm, with no bites taken out. Despite that, I was told they could only remake it if I had my receipt. While I understand the need for proof of purchase, I thought the sandwich itself was reasonable evidence, but she insisted. So, I went back to my car to see if I still had the receipt. After about ten minutes of searching, I couldn't find it, so I went back inside and asked if I could pull up my bank app to show the transaction. That's when she told me she didn't recognize taking my order and would have to check with a manager to see if they could pull up my order in their system.
At that point, the whole interaction just frustrated me so I just left, knowing that I can sometimes have a temper. I wasn't asking them to remake the sandwich with no proof whatsoever, and I even offered to throw out the original one in front of them. I get that restaurants need to follow policies to prevent being taken advantage of, but there's also room for judgment in customer service. I have carpal tunnel, which causes hand tremors, and sometimes I just drop things. I didn't feel the need to explain my medical condition, nor do I think I should have to, for them to show a little understanding.
Having worked in the restaurant industry myself, I know the customer isn't always right, but part of conflict resolution is knowing when to be flexible. If a customer comes back with an untouched sandwich and an honest explanation, I'd simply remake it and have them discard the old one, especially since employees can't take it back due to food safety regulations. It's a small gesture that would've gone a long way, and it wouldn't have cost the restaurant much to make it right. Instead, the lack of flexibility and understanding made the whole experience frustrating enough to lose my appetite for Dave's altogether.
That said, the Dave's #2 meal comes with two sliders and a side, so it wasn't like I was left without food. But it was the principle of the situation that left me pretty disappointed more than anything else. I'm not going to be petty and give a low rating because my dropped sandwich wasn't their fault, and my order was prepared correctly from the start. However, the way the situation was handled is why I'm leaving a neutral three stars, out of fairness since they technically did nothing wrong in fulfilling my order, but their lack of flexibility was disappointing.
I did end up finding the receipt back in my hotel room after digging it out of the trash bin, so I plan to contact customer service at their corporate office to see if they can make it right for me at a different location. I don't want to make this a bigger deal as it is, and have to drive back to the restaurant over one sandwich, but that said, I'll personally be avoiding this particular location. Not out of a grudge, but simply because I'd rather not let my frustration with this experience affect how I view the staff and restaurant as a whole.