Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to chopstick house on 08/08/2024 at 7:22 pm. I called through my boyfriends number & ordered a chicken fried rice but usually I call through my number. So I didnt finish the food & saved it for work the next day. While I was at work on break on 08/09/2024 I bit into something hard that almost broke my tooth. I called them at 5:48 pm after I got off & the lady tried to accuse me of wanting free food saying I gave her wrong information when I didnt realize I called with my boyfriends number. She didnt want to give me a chance to explain & started accusing me of things. All she did was argue, talk over me & did not provide good customer service. Then said we do not do anything after 24 ********** hasnt been 24 hours. I called back with the right ************ still did not want to do anything. She said if my tooth broke I need to call the police. She was talking over me & saying I was accusing them.

  Customer response

  08/13/2024

  I just checked my account today & the lady I was on the phone with fixed the amount Im sure by adding a tip. The original amount was $9.01 now its showing $19.01. Theyre fraudulently adding in a tip/amount that I did not add. All because of a misunderstanding & she was mad. If I dont get my refund I will sue for all the damages.

  Business response

  08/23/2024

   Received a call from a customer stating they bought food the previous day and that it broke their tooth we apologized attempted to look up their order from the previous day and ask why the delay in calling us. No order was found with the information provided.Offer to replace or refund the order if they would come in. 
    Received another  call with new contact order information and still could not locate the order.Again offered to replace or resound the order if customer would come in to the restaurant to speak with us.

     Received another phone call, this time the story changed and the tooth was only almost broken.Customer stated they were going to dispute the purchase, We supported them filling a dispute.Again offered a replacement or reimbursement for their order if they would come in and see us ,we explained that we had to have the card present in store to scan and locate the order in order for us to be able to provide a refund.

             Customer has never returned.

  Business response

  08/28/2024

   Received a call from a customer stating they bought food the previous day and that it broke their tooth we apologized attempted to look up their order from the previous day and ask why the delay in calling us. No order was found with the information provided.Offer to replace or refund the order if they would come in. 
    Received another  call with new contact order information and still could not locate the order.Again offered to replace or resound the order if customer would come in to the restaurant to speak with us.

     Received another phone call, this time the story changed and the tooth was only almost broken.Customer stated they were going to dispute the purchase, We supported them filling a dispute.Again offered a replacement or reimbursement for their order if they would come in and see us ,we explained that we had to have the card present in store to scan and locate the order in order for us to be able to provide a refund.

             Customer has never returned.

  Customer response

  08/28/2024

   
  Complaint: 22120853
  
  I am rejecting this response because:
  Theyre not being honest. They never told me they would refund me. I saved my food for work the next day which is why I called about the hard object I bit into. I tried to explain I called with my boyfriend number since normally I order through my number that is why I gave her mines. She did not give me a chance to give her the correct number, instead accused me of lying & wanting free food. I asked for my money back & she argued with me to not accuse them of their food breaking my teeth. The lady proceeded to add a $10 tip to my order without my consent which corrected the total on my bank statement a few days later. It went from $9.01 to ***** which is fraud. I called them about the charge & the lady told me to call my bank theyre the ones that did it. The bank cannot correct a charge from a business. Then she asked if I ordered the next day after my original order & confirmed I did not have another order. When I told her I will sue for the fraudulent charge she calls me back to say I called with my number & ordered a lo mein which is not true. If I ordered it will show up as a separate charge. All of my orders from them has been chicken fried rice. Her story isnt adding up & its clear she did all of this out of spite.

   

  If they do not refund me then I will take this to court. they never mentioned that I had to come for a refund or I would have by now. Nobody is perfect. Businesses make mistakes. I tried to be nice & call them just to get a refund but they tried to come at me when I have proof of everything. They can get in serious trouble & sued all because of the lady at the front. She did all of that over $19. But she thinks Im dumb & dont know anything. You met the right one & Im really good friends with a few lawyers. Also with the tooth situation I went to the dentist & they confirmed I have a broken tooth & have to get it removed. So good luck its going to really cost you all.

  Sincerely,
  
  ***** *****

  Customer response

  08/28/2024

  Their story isnt adding up even the person that responded. You attempted to look it up but no order was found then say offered to replace or refund so that means you did see my order. How can you replace or refund an order that isnt found ?? You all is very unprofessional especially for having that lady being the front face of the business. Shes making it look bad & will make you lose business. Im definitely not coming back nor will I recommend you all. She also said yall calls are recorded if so you would hear everything she said & how she was talking to me. She put words in my mouth I never said it broke my tooth she finally heard me when I said it almost broke my tooth but I went to the dentist yesterday they confirmed it is broke & need to be removed. If youre going to refund then call me to let me know because that lady up front is the reason I havent came. So before saying all of this get the story right because she is lying.

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