How would you expect the restaurant to rectify this mistake?

[Amandasummers]

After much deliberation, decided to place an order with a highly recommended restaurant as a thank you to a close friend for providing some much needed help recently. This person LOVES ribs/American bbq type food, so although it was expensive in my eyes and a total pain, it seemed like an appropriate thank you.

Placed an order for 2 x full racks of ribs (£14 each) + 2 x portions of chicken wings (£7 each) and 4 x sides (total £22) total order £64. I had to collect the order, so got a cab to and from the restaurant. Paid for my order which came to £61.50, I assumed that perhaps because it was a takeaway order each item may have been a tiny bit cheaper hence the difference in total.

Got home, no ribs in the bags! Gutted. Contact restaurant who insisted that I only ordered 2 x half racks of ribs and that they were in the bag 🙄 they offered me a refund for the ribs, but as they were saying I only ordered 2 x half rack of ribs, that would only work out £19 refund. I declined and said I would wait until somebody higher up could contact me and deal with this.

I got in touch with the owner via email and although they asked if I could rearrange the evening and they would provide the order again in its entirety free of charge and deliver it (despite not offering delivery) it just wasn’t an option, my friend was travelling back to their home country the next day. I do very much appreciate the gesture, but I kind of feel like I want an explanation? How did my order total £61.50 if they are saying I didn’t even have 2 x full racks on the order, is a £19 refund acceptable when we were left without the main courses, only a few sides and I’ve had an absolute palava going to collect the order in a taxi costing me £20! At the same time, I don’t know what I expect them to offer.

Am I being unreasonable to be pissed off? It’s really annoying me and I sitting here £80 out of pocket (I appreciate its not their fault I had to get a cab, but it’s not my fault they didn’t provide the correct order!)

What would you think is a reasonable solution?!

[Davina69]

[quote underneaththeash]@Davina69 Your business won't last long if that's your stance. Mistakes do happen and you go out of your way to put them right. (I have a small business myself).
@seaandsandcastles why should the OP have the check. They forgot to put ANY main course and then argued with her how much refund she was owed (and they were wrong again).

I'd be pissed off too. I'd expect the least they would do is put the ribs into a taxi for you. Chase for the remaining refund, post a coiple pof bad reviews and don't use them again.[/quote]
That's my point. The business offered her a free meal but she still isn't happy ! I've been in business over 30 years and we always try to rectify mistakes by offering refunds or replacements but like the Op, more and more customers cannot be satisfied that mistakes do happen

[Dutchesss]

OP got NO ribs. Just a bunch of sides really. I'd be annoyed at going to all that effort for a bunch of sides then being offered a £19 refund for £28 of missing food.

[Blossomtoes]

@Amandasummers

So I should take a £19 refund for missing items totalling £28 and not be annoyed about that? Wow. Maybe I’m being unreasonable then but I fail to see how!

But they’ve offered you the complete order for nothing. That’s a 100% refund.

[Brefugee]

Lesson learned: Check the contents of your takeaway.
Presumably you got a confirmation for your order? show the person giving you the wrong thing.

In this case? you should have found one that delivered, checked the contents on arrival and been happy. But since it's too late take the refund and the offer of free dinner.

[Amandasummers]

@Blossomtoes I don’t eat meat, the meal was for a specific occasion for specific people, I could have made them go out of the way to re-do the whole order and deliver it to me another day but it would have been for no other reason than to prove a point, bit of a waste no?

[Gonnagetgoing]

@IsabelBeck

but I kind of feel like I want an explanation?

Simple human error, OP. You were getting a takeaway from what you describe as a very busy restaurant.

I understand you being disappointed when you'd planned a special treat for your friend and it can't be replicated now she's left.

The restaurant industry has been battered by lockdowns and restrictions so I'd probably accept a refund for what you paid for but didn't receive and wish them well.

The restaurant industry being battered by lockdowns and restrictions should be neither here nor there in my opinion.

Restaurants etc are in the business to make money by providing food and drink and also convenient and pleasant experience and the more restaurants that realise this the better.

If a restaurant makes mistakes and has bad customer service then good reason for them not to be in business or at least think about their level of business.

OP - yes I’d be pushing for a full refund too but I think this venue will keep fighting for you on this one.

[Frazzledbutcalm]

What food did you actually receive? That makes a difference to your refund.

[Gonnagetgoing]

@Brefugee

Lesson learned: Check the contents of your takeaway.
Presumably you got a confirmation for your order? show the person giving you the wrong thing.

In this case? you should have found one that delivered, checked the contents on arrival and been happy. But since it's too late take the refund and the offer of free dinner.

Why should the customer have to check the contents of her delivery?!

In all my collections from restaurants, takeaways etc I’ve never checked what I’ve collected or has been delivered as I trust the venue to get it right.

[Blossomtoes]

[quote Amandasummers]@Blossomtoes I don’t eat meat, the meal was for a specific occasion for specific people, I could have made them go out of the way to re-do the whole order and deliver it to me another day but it would have been for no other reason than to prove a point, bit of a waste no?[/quote]
That isn’t their problem. The solution they’ve offered is more than reasonable.

[Brefugee]

Why should the customer have to check the contents of her delivery?!

because otherwise you might get 6 boxes of soggy paper? why on earth wouldn'T you?
that's just mad

I always check. And on the occasions i don'T and the order is wrong - that's on me.

[Gonnagetgoing]

@Dutchesss

OP got NO ribs. Just a bunch of sides really. I'd be annoyed at going to all that effort for a bunch of sides then being offered a £19 refund for £28 of missing food.

I agree - OP is right to be annoyed, as she didn’t get her “main” of ribs, just sides and collected it.

[chesirecat99]

Their offer to replace the meal was generous. If you don't want it, all you can ask for is a refund for the items you didn't receive. As you were charged less than you expected and they are claiming that you ordered half racks, just deduct the items that you did get from the total you paid:

£61.50 - £14 - £22 = £25.50

I would hope that a restaurant would offer more than just a refund as goodwill but they already did with the offer to replace and deliver the meal another time.

I would ask them to explain and itemise the £61.50 bill though.

[Amandasummers]

……..You know when you just wish you’d never asked?! 🤣

[Gonnagetgoing]

@Brefugee

Why should the customer have to check the contents of her delivery?!

because otherwise you might get 6 boxes of soggy paper? why on earth wouldn'T you?
that's just mad

I always check. And on the occasions i don'T and the order is wrong - that's on me.

I have never ever checked completely on arrival! Well I’ve checked I’ve got the relevant number of boxes etc but not the entire order but my whole point is I trust the venue to get their order right, that’s their job no?! It’s not my job to check the whole order and then ring and complain…

And on the whole it has been right.

[Gonnagetgoing]

@Amandasummers

……..You know when you just wish you’d never asked?! 🤣

Yep

[Frazzledbutcalm]

OP - what food was actually in your bag?

[burritofan]

How are chicken wings a side dish and not a main component

[Brefugee]

I have never ever checked completely on arrival! Well I’ve checked I’ve got the relevant number of boxes etc but not the entire order but my whole point is I trust the venue to get their order right, that’s their job no?! It’s not my job to check the whole order and then ring and complain…

then you can'T complain if the order is wrong, can you? Have you never ever made a mistake? Never been in a restaurant and got the wrong dish?

The place was busy, that is exactly the time to check. They are human not robots. And even robots make mistakes.

[Amandasummers]

4 x side orders (actually there was 5, there was a portion of chips that I DIDNT order, not want…)
12 chicken wings.

Believe it or not, I thought they may have got the orders mixed up, given the extra side order of chips….I think the majority on here believe I should just be grateful that I received something despite it not being what I ordered or paid for though so all ok!

[BoredatHome321]

@Dutchesss

OP got NO ribs. Just a bunch of sides really. I'd be annoyed at going to all that effort for a bunch of sides then being offered a £19 refund for £28 of missing food.

& the complete order again for FREE on another night.. Seems fair to me.

[JenniferAllisonPhillipaSue]

I can't help thinking I'd notice that 2 full racks of ribs were missing, given that they are huge and would therefore be in very large boxes...

[Frazzledbutcalm]

So 2 x chicken wings £14, 4 x sides £22 = £36. (Forget the chips you didn’t order). You paid £61.50, minus your actual food = £25.50 refund.

I’d reply to their email acknowledging kind offer of full replacement, explain why that’s not suitable for you. Instead you’d like a refund of the missing food amount - £25.50. They can’t refund more than you paid really.

We’re all human, I get it’s annoying but at least you’ve then only paid for what you have. If they give any further refund, that’s a bonus imo.

[goodwinter]

So when you were querying it all on the phone, did you not say "ok, what is the breakdown of the £61.50 I paid"?

[rwalker]

I'd take what they offered not ideal for your night but shit happens adjust and move on.

[StoatMilk]

@Zarene

I’d take the refund and get over it?

You do sound unreasonably pissed off for something fairly minor

Fairly minor? Give over.