Ahmed Y.
Yelp
I had people coming over to my house last night and I needed to have something ready for dinner within the hour. I decided to pick Wally's since I know they have good food and my guests would enjoy a good Middle Eastern meal. I went to the website to order online to save time, when I clicked on Order Online option it took me through one of those third party apps. When I looked up the menu, the menu was different from the one in the store (I have been to Wally's several times and I know what to order from there). The dish I was trying to order was one of the dishes that I had ordered before. It is a family size dish (for 6 people) and it usually comes with Kufta, Kabob, Chicken Kabob, Lamb, Falafel, and many other delicious food. I usually pay around $89 + Tax for this order. When I looked online the menu was a bit different, but I placed the order for 6 and paid $88 in total including tax. I noticed the difference in price, but it was not a big difference from what I pay in store. When I picked up the order, it was a totally different dish. The dish I received had only Falafel, Gyro meat, Chicken Shawarma and some rice, it was not even close to what I had in mind. When I brought this up with the associate, she pointed to the menu and told me that I ordered the chicken meal for 5 and not the Grilled meal for 6. I asked her to change the order and I can pay the difference she said it's too late now. I have already paid online of course, so I couldn't like refuse to take the order. When I looked closer on the menu, the order that she pointed out was for only $55 dollars. I told her that I paid almost $90 dollars online and requested to get refunded the difference. She refused to refund me after checking with the manager, they claimed that the third party app take the extra fee and not the restaurant. From experience, I know this is not true. Usually the online menu for every restaurant matches the one in the store and the third party app collects their money from the restaurant for providing them the service, not from the clients.
This was a very frustrating experience overall. The lying and lack of customer service was what bothered me the most. People make mistakes, but not owning your mistakes and trying to fix it for your customers or even apologizing for it, is the worst.