Marsha W.
Yelp
I rarely give 1 star, but there are some things I will never compromise on and that is when an establishment takes zero accountability in their mistake. We ordered delivery from the restaurant. The person who delivered to us told us that they refunded a "red velvet cake" that was no longer offered on the menu. This is the very first restaurant that I have ordered from that didn't call or asked us if we wanted a substitute item, which we would have happily taken INSTEAD of no cake at all. She also told us though that everything else we ordered was there. We went inside to check the rest of the items, and was also missing a panini we ordered. We had ordered two sandwiches, a salad, a pastry, and a cake. We got one salad, sandwich, and pastry.
We reached out to the delivery service about the missing panini and they said the restaurant was closed. Fine. Next day we get a response that the restaurant disputed that we did not get our panini, and they would not refund us.
I'm not in the business to fight over the invisible panini, but what I am in the business for, is service. Sultana...you could use a bit of it. Are you going to have people who claim they didn't have cheese on their sandwich, but ate it all? Sure. Those people suck, but as a business, you suck it up and you give the customer the benefit of the doubt because in this case, you are here to uphold not just the quality of your food, but your service. Some will tell you service is everything, even if you have the best food in town because without it, no one wants to deal with a sour taste in their mouth before they even try the food.
I'd be happy to change my review around if you spend the effort to find out where you went wrong on the order that the panini never made it to us. For the $53 dollar charge we paid for lunch, it really made it worse that we paid $9.11 between tip,delivery fee, and tax to receive $29 worth of food. The worst thing about it is denying that you made a mistake, and choosing to not refund us for the missing sandwich.
Now in regards to food quality. Overall it would have been a 3.5 stars. The salad was great, thank you for listening to all the customization my colleague asked for as you provided what she asked for. Your potato Borek was good, it was crispy, filling tasty, and big. The Killer Club Sandwich was not. It was very oily, the crust at the ends were hard and overdone, and the items on the sandwich was sparse. It was messy to eat, and most of it fell apart when we ate it.
processed 06/05/17 at 12:19pm
Cobb Salad $12.99
Ham and Turkey Panini $8.99
Potato Borek $6.99
Red Velvet Cake $6.49
Killer Club Sandwich $8.99
Subtotal $44.45
Restaurant Delivery Fee $2.00
7% Tax $3.11
Tip $4.00
Total $53.56