Jeff B.
Yelp
TLDR: we like the empanadas, but the service is lacking. It's not the first time our order was incorrect, so we won't be back for a while.
A few weeks ago, we had a poor experience and there was little effort to make it right. I emailed the following:
" We're frustrated with our experience today. My wife placed order 3893573 at 1:59p and the order was ready when I arrived to pickup at 2:20 (older man at the window). However, when I get back home we realize 3 out of 4 empanadas were incorrect, and I return to the restaurant to explain the situation. A young woman doesn't say much other than "ok I'll remake them" before closing the window. She finally hands me the order at 2:48p. I didn't expect much, but perhaps an appology? Or perhaps she could have offered the incorrect order she threw away? We spent nearly an hour waiting for our food, so we likely won't be coming back for a while (we're been coming since the restaurant was on Victory)"
I received the following response:
"Thank you for reaching out and for taking the time to share your recent experience with us. I'm very sorry to hear about the issues with your order and the service you received, it's certainly not the level of care or attention we aim to provide, especially to long-time customers like you and your wife.
It's frustrating enough to receive an incorrect order, and we understand how disappointing it must have been to return to the restaurant only to feel that your concerns weren't properly acknowledged or addressed. A simple apology or a more thoughtful response would have gone a long way, and I apologize that you didn't receive that courtesy.
We truly appreciate your continued support since the days on Victory, and it's disheartening to hear that this experience may keep you from returning. Please know we take feedback like this seriously, and we're addressing this with our team to ensure better communication and service moving forward.
Thanks again for bringing this to our attention, and I hope we can restore your trust in us."