I am very unhappy with the service I just received at your restaurant (Finn McCools). I called to place an order for the office, 5 sandwiches and a soup. I called at 11:30 for the order to be ready to be picked up at 12:00. I was told by the girl that answered the phone (I believe her name was Brandy)that her managers rules were that she couldn t take the order until I was ready to pick it up. So I asked to speak to the manager. Gigi gets on the phone I tell her about the order I d like to place, she also tells me that they won t take the order until I m ready to pick it up. I tell her that I m ordering 5 sandwiches she tells me there s no way it will take 30 minutes to make 5 sandwiches. So I hung up. I then had a coworker call and place the order at 11:50 as I was leaving to pick it up. The person that took the order told her that they didn t have the BLT wrap, so she asked for a BLT sandwich. Told her no, we can t do that. So she ordered a Turkey BLT sandwich without the Turkey. and once the order was placed the person taking the order informed her that it will take 30 minutes. So my coworker called me and said it s placed at 11:59. I got to the restaurant got the ticket that said 11:59, paid for my order. and stood there until 12:15. At that time I asked to speak to Gigi. She came out and I told her who I was and informed her that has now taken 25 minutes from the time the order was called and I have still not received my food. I also informed her that I m am off the clock and need to be compensated for the time that I have had to wait. She went to check on the food and came back out and said to me, Your order wasn t placed until 12:02. I showed her the receipt that i was given by Justin, the bartender that said 11:59. and informed her that it took 10 minutes from when the order was called in till it was sent to the kitchen. She said, Well it s not our fault that she must ve been talking too much on the phone. Then she tells me, The ticket is only 15 minutes and I m not compensating you for a 15 minute ticket. I told her that if she had just let me place the order when I originally called, none of this would ve been an issue. She then says, I never told you that you couldn t place the order. I just told you that it would be ready before 12. I told her, No, your words to me were, ‘we are not taking this order until you are ready to pick it up. She says, “No that s not what I said. and then she turns around and walks away from me saying, Your order is being bagged, you either want it, or you don t. All of this is happening in front of other patrons and employees. She was extremely disrespectful, extremely condescending, called me a liar, and was in no way apologetic for any of her actions, and then walked away from me and had someone else deliver my food to me. If I had been a secret shopper she would have been fired. The fact of the matter is though, I m not, I m just a local Virginia Beach patron that enjoys local food. I will be telling everyone that I meet about this experience so that they are not subjected to the same disrespect that I have received. Please see to it that this manager is reprimanded if not fired. I will be waiting for you response so that I can change the tone when I am telling others about your restaurant.
This email was never responded to by the restaurant owners.