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?!

[IveGotASongThatllGetOnYNerves]

I'd expect an apology and a refund on whatever portion of the meal I paid for but did not receive.

[BigButtons]

@Amandasummers seriously, there are some crazy folk on this thread. It's great that they would be happy to be out of pocket and pay for food they weren't given. Must be great to be so flush.
You are NBU- you paid for the food, you have not got the food, they should refund you the amount for the food they failed to give you. It's really very simple.

[girlmom21]

@Amandasummers a normal person would ask for a price breakdown when they said you were owed less of a refund than you believed you were owed.

Instead you emailed the owner...

[Amandasummers]

@girlmom21 I DID ask for a breakdown, they were unable to deal with me because they were “busy” and they were “not authorised” (despite being the on duty manager) - so, as there is no customer services listed on their website, I contacted the owner…..what’s unreasonable about that?

[TatianaBis]

[quote Amandasummers]@TatianaBis

I can drive
The restaurant is not linked with deliveroo, had it been, I’m 99% sure that the deliveroo driver would not have routed through my order therefore I’d be in the same position
I wasn’t offered a refund, I was offered a partial refund not even amounting to the value of the missing items….[/quote]
You said you were offered:

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)

That is effectively a full refund + delivery. What more can they do?

If you can drive and you chose to get a taxi, that’s not the restaurant’s problem.

[FatBettyintheCoop]

So if you’re missing two racks of ribs, the restaurant should at a minimum offer you the £28 refund for the missing ribs?

I don’t know why some posters are suggesting that you were at fault for not checking the order when you collected it? I’ve never ever seen a single person who checks every carton in a takeaway order bag, before leaving the restaurant. You’d look fuck*ng nuts if you did that!

[BigButtons]

[quote Amandasummers]@girlmom21 I DID ask for a breakdown, they were unable to deal with me because they were “busy” and they were “not authorised” (despite being the on duty manager) - so, as there is no customer services listed on their website, I contacted the owner…..what’s unreasonable about that?[/quote]
Nothing- but the crazies on here will have you u reasonable just for breathing .I’d leave it OP.

[Amandasummers]

Jesus Christ. I don’t need to learn to drive, because I already have and I can. That doesn’t mean anything does it??? Use your head. There’s many reasons why people who factually possess the ability to drive, cant.

I didn’t “choose” to get a taxi, that’s my only travel option at the moment, for reasons I do not need to disclose to you nor any other know it all making remarks about me being drunk! I said in my first post that me getting a taxi wasn’t their problem, however, it does make the situation more difficult and costly for myself, doesn’t it. The incompetence of the staff isn’t the customers problem…yet, here we are…

So many threads on mumsnet at the moment leave me shocked at how obtuse and bitchy grown women can be 🤦🏻‍♀️

[TatianaBis]

I don’t know why some posters are suggesting that you were at fault for not checking the order when you collected it? I’ve never ever seen a single person who checks every carton in a takeaway order bag, before leaving the restaurant. You’d look fuck*ng nuts if you did that!

I always check... in case spare ribs are missing... Never even occurred to me to worry what I 'look' like.

[Brefugee]

i think people who don't check are nuts if they then complain there is a mistake. OK for an order for under a tenner at McDonalds, sure, but for a 60 quid order for someone who is leaving the country? sure. Every bloody time.

Maybe it's the German in me or something, IDK.

If i was expecting to pay 64 and they asked for less, or more, i'd be asking why and going through the order.

[Namechangehereandnow]

I have never ever checked an order when collecting, why would you? I’d assume the restaurant can do their job properly. I’d think t weird to stand there rifling through bags and cartons, unwrapping then wrapping back up. Once I’m home I’d ring up if anything was wrong - they usually offer to deliver it straight away. Bit of a pita but not as much as standing there unwrapping and wrapping 🤷‍♀️

[TatianaBis]

You just look at the receipt and check the number of boxes. You don't have to open them.

[ReeseWitherfork]

Pizza... Easy to check
Plastic tubs... Easy to see through
Tinfoil tubs... Usually written on the lid what they are

Ordering something like burritos or burgers, just do a quick count.

I don't open everything but a quick root around usually mitigates any big problems.

[snanagram]

Are you going to offer to pay for the confusingly appearing halfway through the thread chips though?

[Amandasummers]

@snanagram it’s not confusing, I just forgot and it wasn’t relevant to my query, why would I offer to pay for something I didn’t want, nor order??? However if it makes you feel better, it looks like I’ve paid £25.50 for those chips so I reckon the restaurant did alright out of it 🧐