I just picked up a take out order which included one enchilada and five tacos. Two of the five tacos were missing from the order. Fine. Mistakes are made. Right?
I immediately called the restaurant to confirm that I paid for five tacos, not three. The man I spoke with confirmed that my order was for five tacos and indeed, I did pay for five tacos and the enchilada. He apologized that I had two missing tacos.
After settling in from the chilly night after a long work day, I had no desire to make another run to Romeo's to pick up two tacos.
So ... when I requested the restaurant send me a credit or gift certificate for the difference between what I received and what I paid, the employee said I would need to speak with the manager.
Nice. Employees at the Romeo's chain aren't empowered to make $4.00 decisions? I'm not surprised. Micro managers usually aren't very good with customer relations either.
When I spoke with the manager and requested a gift certificate or a check for the difference that I overpaid--he explained that his corporate policy only provides for an in-store credit.
Oh really? You mess up as an organization and rather than make me whole by refunding my money or sending me a gift certificate, I'm required to make an in store visit? To be made whole I must physically return to the restaurant, presumably purchase more food--before I have any hope of recouping my loss? Few folks are going to make it at an evening at a restaurant and only spend $4.00. I would spend nearly $4.00 in gas to return to the restaurant and back home.
That may be a policy designed to turn an employee mistake into more business, but in my case, it won't work. I will never return to any of the Romeo's stores as long as I live. When the manager explained his corporate policy, I explained mine; I don't frequent restaurants that have such an incompetent view of the value of great customer service.
Maybe customers in the restaurant business are easier to come by than in the business which employs me, but that's no excuse for such a poor customer service policy.
I wasn't asking for free food. I was simply asking for that which I already paid for!
I'm a grown man with lots of expendable income and very little free time. I don't like to waste it. I've already spent far more time on this issue than the cost justifies. But here's the deal: I'm passionate about good customer service. When I get great service, people hear about. When the service is poor. They will hear about that too.
I will plaster this story over every website I can and share it with anybody and everybody within ear shot of Omaha when the topic of restaurants come up.
Was it worth stealing my money, Romeo's?