Anatalie Dean
Google
Today, my husband and I ordered food from your restaurant. I specifically ordered the snapper and chips (fries), 3 pieces. Upon receiving the food, everything initially appeared fine. However, once we returned to our hotel to eat, I noticed that the fish was burnt on the other side. As a result, I only ate most of the fries.
Due to a full day of excursions, we weren’t able to return immediately to address the issue. Later, when time permitted, my husband went back to inform the staff of the situation. The young lady who initially served us was kind, apologized for the inconvenience, and offered to remake the food.
However, shortly after, another woman — whom we assumed to be the manager — came out and stated that because several hours had passed, and because one piece of fish was missing and the fries had been eaten, she would only remake two pieces of fish.
In all my experiences dining out, I have never encountered a manager who refused to either remake the full order or offer a refund when there was a valid complaint. This felt like poor customer service and a missed opportunity to uphold the restaurant’s reputation.
After they remade the two pieces of fish, my husband ultimately decided to leave them behind, as it no longer felt worth the trouble. Frankly, the container the food was packed in likely cost more than those two pieces of fish.
Overall, this was a very disappointing way to handle a legitimate concern and certainly not how one would expect a business to ensure customer satisfaction.
Response: Let’s be clear — the timing of me returning my food is irrelevant. I’m not looking for anything from you; I’m pointing out a basic failure: a paying customer was served burnt food. That alone is unacceptable.
To suggest I returned the food “in bad shape” is simply false. The food was already burnt when it was served to me. That is the issue — not how it was returned.
My order was fish and chips: three strips of fish on a bed of lettuce with fries. I returned two untouched pieces of fish and a handful of fries. To call that “most of the meal” is a reach and feels like an attempt to shift blame onto the customer rather than acknowledge the mistake.