Jew Make the Call: "We're Unable to Refund You" Edition

[Dan Druff]

I went to go pick up food from a chain restaurant which also has app-based ordering. You don't have to order from the app, but you can, and I did so for convenience.

I have been there a number of times, and while the app has its issues (such as being unable to customize anything in the order), they always had been accommodating and I've never had a problem there.

Tonight, I got there and they informed me that one of the items I ordered wasn't available. It was cheap, and I could easily do without it, but of course the Jew in me thought, "Okay, so how do they refund me for it?"

So I asked them how I get the money back.

"You need to do it through the app," the employee told me. I hadn't remembered any way to do this, and I told her so, but said that I would take a look again. I also asked if she knew how, and she said she didn't.

I went through the app, and there wasn't a way to refund anything. In fact, there wasn't even a way to contact customer service by e-mail or whatever. So my only choices were to either eat the cost of this item, or waste my time tracking down the corporate number and asking for them to refund me in some way, which obviously wouldn't be worth my time, given the small amount of money.

This was irritating to me because the restaurant should definitely have a manual way to refund customers when they are out of something which was ordered online. I was told that they couldn't do it, yet they also conceded I was probably correct that the app didn't provide a way to do it. I was just basically told to find a way to deal with it myself, which is bullshit. Why can't they just pop open the register and process some kind of refund?



I asked for the manager. The woman went to talk to the manager, who I could see was furiously making food in the back. The manager seemed irritated by this request, and told the employee to tell me to just use the app. Again, I responded that there was no way to do it. "Well, I'm sorry, we can't do anything, it's through the app", she responded again. I answered, "Actually that's illegal. If the customer orders something, there has to be a way to refund it if you don't have it", to which she rudely responded, "You need to calm down", and walked away to get the manager again.

Keep in mind I wasn't raising my voice, using profanity, or acting aggressive at any point. I just wasn't accepting this bullshit that they couldn't refund me.

Again, she came back and said the manager is busy and will "come out when she's done making that food".

Well, almost all of my order was given to me shortly after I showed up (before we got into this argument), and there was one item left -- which the manager was responsible for making. I figured since I was waiting anyway for that last item, I'd wait until it came out, and then make a bigger deal at that point if the manager still wasn't coming to talk to me.

Well, the item came out, and the manager still wasn't coming. I asked when she was coming, and I was told to "be patient" and "we are short staffed". I asked why she could take a 30 second break from making food to give me this quick refund. I was told again "We're short staffed" and I had to wait.

5 more minutes passed and I finally had enough. This was a small amount of money, and I was tired of standing there like an asshole, with my food getting cold, waiting for a small refund. I said again that I really needed to talk to the manager, and didn't want to wait any longer.



The manager came over and said, "I'm giving you this refund, but you can't be rude to my employees like this. We're short staffed and busy, and you need to wait your turn."

I said that it was unreasonable to make me wait all this time for a refund for something they couldn't deliver, and she needed to either take a moment away from making food to give it to me, or authorize someone else to refund me that small amount of money. She told me, "There's a code which only I have, so it has to be me." She could not explain why she couldn't walk away from the food prep for 30 seconds to do it herself. I think she just didn't feel like being interrupted until she caught up with all the food prep.

I asked her how I was "rude", and how long a customer is supposed to stand there waiting for a small refund for something which was out of stock. She couldn't answer that, again just repeating, "It was through the app", and "You just need to wait your turn."

Keep in mind that it was now over 15 minutes since I brought up the issue of the refund, so I was definitely done "waiting my turn".

At this point, a third employee (also female), told me, "You need to go. You have your food, you have your refund, what's the problem? Why are you still here?"

I said that I was called rude by the manager and wanted to understand what I did wrong. Nobody had any answer for me. They just kept saying, "You need to take your food and leave."


I got the name of the general manager, who supposedly will be in tomorrow morning.

Obviously I could have just walked out without the money, and dealt with it later, but it was just really tilting that they wouldn't do something as simple as refund me for an item they couldn't provide, and I was treated like a burden they didn't want to deal with.

I wasn't very concerned about the food being fucked with, because I had almost all of it by the time this argument began, and the last part was being made by the manager, who only had her altercation with me after I already got the final item. However, I probably won't go back again for awhile, for this reason.

What should I do at this point?

JEW MAKE THE CALL

[limitles]

Two thoughts. Time is money and you can't build a temple on the cheap. Drop it

[Dan Druff]

On a side note, I really am getting to hate app-based ordering for this exact reason.

A few months ago I did a quick online curbside pickup grocery order. It was a relatively small order, but I ticked the "no substitutions" box on everything. Well, the two jars of marinara sauce I ordered were a different brand, and it was one I didn't like. So they just flat out ignored the no substitutions, and substituted/charged me anyway.

I actually caught this before the guy walked away, so I asked him if he could bring these in and refund me.

"No, I can't, you need to do it through the online system," he said.

I asked, "Can I at least walk in myself and return them for a refund?"

"I'm sorry, you can't. The only way we can do a refund is for items bought in-store."


At least in this case the online system provided a way to fill out a form and get the refund, which I did. So I got to keep these two sauces I didn't want (there was no way to actually return them), and they gave me my money back. But what a fail. I was willing to walk in and return it myself, and they said it was impossible. Very wasteful, too.

I ended up giving the sauce away to someone else, rather than just throwing it away.

[Sanlmar]

However, I probably won't go back again for awhile, for this reason.

Explain to me why you would ever reward them with your repeat business?

[Sloppy Joe]

You were right but let it go. You must have better things to do with your time.

Just don't go back out of principle, unless you want a side of bodily fluids.

As an aside, don't order through an app if you're a regular somewhere; they don't lose a cut and are likely to prioritize your order, throw in extras etc.

[Dan Druff]

However, I probably won't go back again for awhile, for this reason.

Explain to me why you would ever reward them with your repeat business?

Good question.

I try not to hold a grudge against a business because of shit low level employees, especially these days when it's so hard to find help. Provided management handles it okay, I'm willing to go back. However, I don't want to return as long as these same people are serving me, for obvious reasons.

Since there is high turnover in these positions, if I wait a few months and go back, it will be all or mostly new people, and it's basically a reset for the whole thing.

Since this is a chain, I will also make a corporate report if I call the GM and get no satisfaction. However, I'm still not sure if I'm going to report this whole thing, or if I'll just let it go.

[Sanlmar]

If there isn’t ANY customer service training - especially concerning inevitable conflict resolution then this is a reflection on the company.

Employees come and go. I guarantee that in your previous experience you have never witnessed any commitment to customer service. This employee was likely not an anomaly.

If I give any shit at all about my customers this sort of thing is made crystal clear with staff. Further, if the staff are ever in doubt they are granted the authority to comp the customer.

I simply don’t have to do business where it isn’t appreciated. There are options galore and I never have to feel upset for doing a trade.

Grudges are all we have in life.

My kid writes those apps for restaurants. They are deployed internationally, including China, I learned. I’ll have to run the refund thing by her. Payment processing. Chad Elie.

[Sanlmar]

Crowe, country and I have gone on about MarketBasket here in Mass. Incredible company. Noteworthy for the employees going on strike in support of the company President who was being ousted in a power struggle. Employees striking in support of management. Tight outfit.

Cheap prices & great service.


I still shop at a Shaws. Not as cheap. Selection not as extensive. The service is incredible. I can walk up to the Service Desk and they comp EVERYTHING with no questions asked. They literally ask no questions. “Here’s your money”. It’s unbelievable. I’m certain this is a reflection on the Store Manager and the culture he develops.

The staff is excellent and they don’t have one lane of SELF CHECKOUT (fuck that shit unless you are paying me).

I’m loyal.

[igotnotoe]

How much is the item you didn’t receive? Are we talking about a side of something like sour cream or something more expensive like an appetizer?

What I would have done once I realized a refund wasn’t going to be timely would you be have asked for them to replace the item with something comparable. Even if it was a few dollars more, like say a premium dessert, they likely would have just thrown the item in your bag at no charge.

I’ve done this before at both chains and mom and pops and it’s never been a problem as long as what I’ve asked for was within reason.

[limitles]

Also, you would seem to enjoy doing this regardless of the dollar figure so save that for your shrink.

Whether it's trying to correct the little flaws that comes from dealing with others or you really need to save that 5 bucks, try grocery shopping, make your own food and you'll live to see a grandchild god help us all.

p.s. you could have just said, your tip is the amount of the missed item, you can collect that out of the app.

noun: tip; plural noun: tips
1.
a sum of money given to someone as a reward for their services.

[Dan Druff]

How much is the item you didn’t receive? Are we talking about a side of something like sour cream or something more expensive like an appetizer?

What I would have done once I realized a refund wasn’t going to be timely would you be have asked for them to replace the item with something comparable. Even if it was a few dollars more, like say a premium dessert, they likely would have just thrown the item in your bag at no charge.

I’ve done this before at both chains and mom and pops and it’s never been a problem as long as what I’ve asked for was within reason.

I left that part of the story out, because it wasn't very important.

They did briefly offer me a replacement item instead. I told them I didn't need one. Basically this missing item was a dessert, and that was the only dessert I wanted there. We had enough non-dessert food already. I just wanted the refund.

[country978]

Since the question is what would Jew do (not you) I assume Druff is not letting this go.

I used to order delivery from Athol Pizza. One time I ordered a pizza with onion, pepper and mushroom. It was delivered sans mushroom. I ate the pizza and made no complaint but the next time I order delivery I order the same pizza but tell them don't charge for the mushrooms since the last time I paid for them but it wasn't on the pizza. This turned into a shit show with the person basically telling me I'm lying about 10 cents worth of mushrooms. At that point I cancelled my order and told them I was never coming back. People just dgaf so its just not worth the stress and effort which is exactly the intent. I wouldn't bother making an issue out of this dessert for these same reasons but that is not the Druff we all know.

[jsearles22]

Oh cool, another thread where we all tell Druff he’s wrong and his time isn’t worth arguing about a frosty. Then he tells us we are all wrong. Never read this before……

[The Boz]

I’m trying to figure out why you wasted time letting your food get cold over the situation.

A true Heeb would have just left and charged back the entire meal.

[MumblesBadly]

You know….

The number of times that Druff has been accused by female restaurant managers that he is being rude to the employees is getting me wondering just how is talking to the staff about theses matters. In fact, I’m starting to think that there is someone very offputting in how he speaks to the staff in these circumstances that he is oblivious to. As such, going forward, I will refrain from coming to Druff’s defense on such encounters without body cam evidence of said conversations to objectively examine.

[MumblesBadly]

Since the question is what would Jew do (not you) I assume Druff is not letting this go.

I used to order delivery from Athol Pizza. One time I ordered a pizza with onion, pepper and mushroom. It was delivered sans mushroom. I ate the pizza and made no complaint but the next time I order delivery I order the same pizza but tell them don't charge for the mushrooms since the last time I paid for them but it wasn't on the pizza. This turned into a shit show with the person basically telling me I'm lying about 10 cents worth of mushrooms. At that point I cancelled my order and told them I was never coming back. People just dgaf so its just not worth the stress and effort which is exactly the intent. I wouldn't bother making an issue out of this dessert for these same reasons but that is not the Druff we all know.

Which Athol?

[Dan Druff]

If you haven't voted in the poll yet, do so before reading below.





















So... I called today. Decided that the outright rudeness of three employees when I simply wanted a refund for an out-of-stock item justified a call.

The general manager was very nice, and seemed legitimately concerned/upset by the situation. She went on to tell me about "previous issues" with that manager, and volunteered that she would be telling "her boss" (presumably the district manager) about what happened, and "deciding what we need to do" (presumably discussing some firings). I did not ask for her to bring this to her boss, nor did I ever mention going over her head or to corporate. She volunteered it. I will not be taking this further, by the way.

The terrible manager from last night thought she'd get ahead of this by going to the GM first. However, she stupidly admitted to the main part of the complaint -- that she made me stand there waiting for a long time, while she was making burritos. Apparently she thought this would make her look good -- that she was hard at work catching up on burritos, and wouldn't take a moment to help a nagging customer.

Instead, it backfired. The GM laid into her for "making a customer wait for a refund", and asked how it would have hurt the burrito-making effort to step away for 30 seconds to do it. The woman had no response, and felt like an idiot.

However, the GM of course wasn't previously told about the rudeness of these employees. They made me out to be the unreasonable jerk -- something the GM was already questioning, because she understood why a customer would be pissed when made to stand there and wait 15 minutes to get a small refund. I told her about the first woman telling me to "calm down", the manager calling me "rude" and scolding me for "giving a hard time to her employees", and the third employee telling me to take my food and go home, asking me, "Why are you still here?"

The GM seemed legitimately upset by these stories, at one point saying, "I don't even know what to say to you. I'm embarrassed. This isn't the way things are supposed to go here. It seems like we have so many problems here when I'm not in the store."

Near the end of the conversation, the GM volunteered, "I will get complaints from customers sometimes where I just don't believe them. But I believe you. It all matches up. I know what type of people they are."

In case you think the last line of hers was racist, it wasn't. All of the people involved -- including the GM -- are of the same race.



I was offered to come in when the GM is working and get a free meal on her. I'm not sure if I'll even bother, for obvious reasons. I never asked for any comp food during the call.

I have a good feel for when the boss is truly concerned about the situation, versus when they're just jerking me off with fake concern. Here she was truly bothered by what happened, and was legit on my side. Sorry jsearles.

Some of this can probably be chalked up to, "Nobody wants to work these days, so it's hard to get anyone good", but I think this was more of a case of idiots being in charge on a Sunday night, and believing that they were the queens of the roost.

[country978]

Since the question is what would Jew do (not you) I assume Druff is not letting this go.

I used to order delivery from Athol Pizza. One time I ordered a pizza with onion, pepper and mushroom. It was delivered sans mushroom. I ate the pizza and made no complaint but the next time I order delivery I order the same pizza but tell them don't charge for the mushrooms since the last time I paid for them but it wasn't on the pizza. This turned into a shit show with the person basically telling me I'm lying about 10 cents worth of mushrooms. At that point I cancelled my order and told them I was never coming back. People just dgaf so its just not worth the stress and effort which is exactly the intent. I wouldn't bother making an issue out of this dessert for these same reasons but that is not the Druff we all know.

Which Athol?

Massachusetts. Is there another Athol?

[country978]

How do you know the GM is the same race if you talked to this person on the phone?

[Dan Druff]

How do you know the GM is the same race if you talked to this person on the phone?

I've seen her around before when I've come on weekdays, and it's the same person. She's been there for awhile.