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Worst complaint handeling
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Worst complaint handeling
Hao Hua的点评
点评：We order take away with a value of 72 euro`s. At home we opened our favourite dish, Sha Sieuw (no 122 on their list) we all smelled right away this dish was off. It smelled a bit sour. I informed them by phone immediately and they asked me to come by right away, but we (our family and guests) were all ready to eat. No apologies at this point. We agreed to come over after dinner. When we arrived, the female owner took the bag and she and the make owner were smelling it and even took a bite. When we asked them what their take was on this, she casually replied with, we are going to judge it. no apologies at this point. Then she started to make a lot of assumptions, that we were probably didn’t want a new dish because we were already full. I explained to her that paying 72 euroand our favourite dish being off with guests at the table, took away our whole experience that sent the value of 72 euro very fast to the worst moment of the day. She offered the money back for the dish and gave me back 15 euro`s. At this point I really felt I was not heard at all and no empathy whatsoever, still no apologies. The male owner also joined the argument by saying that they and all four cooks ate the dish and it is the same as always. Now we got into an argument, because the dish was clearly off. For me this is something that can happen and if they could admit that no problem, we will be back the next time, but this denying went a bit too far. I said come one this is not ok, if you deal with complaints like this I will never come back here. The male owner replied with, ok that is fine. I said NO that is NOT fine at all.
They kept on going with we judged the dish... why are you judging your own food?? isn`t that something we are guest, clients should do? Then they said the worst, by the way still no apology at this time, you else do you want us to do>? you already got your money back!... Sorry but at this point I could not even accept the refund, like if that is what it is about. I slammed the money on the counter and promised them and great review!... never ever, will I return here, and yes, I will share my story with the world. please take a customer service and complaint handling lesson!
They kept on going with we judged the dish... why are you judging your own food?? isn`t that something we are guest, clients should do? Then they said the worst, by the way still no apology at this time, you else do you want us to do>? you already got your money back!... Sorry but at this point I could not even accept the refund, like if that is what it is about. I slammed the money on the counter and promised them and great review!... never ever, will I return here, and yes, I will share my story with the world. please take a customer service and complaint handling lesson!
翻译：我们点了价值 72 欧元的外卖。在家里，我们打开了我们最喜欢的菜 Sha Sieuw（他们的名单上没有 122），我们马上就闻到这道菜已经下架了。闻起来有点酸。我立即打电话通知他们，他们让我马上过来，但我们（我们的家人和客人）都准备好了吃饭。在这一点上没有道歉。我们同意晚饭后过来。我们到的时候，女店主接过袋子，她和店主闻着闻着，还咬了一口。当我们问他们对此有何看法时，她漫不经心地回答说，我们将对其进行判断。在这一点上没有道歉。然后她开始做出很多假设，我们可能不想吃新菜，因为我们已经吃饱了。我向她解释说，支付 72 欧元和我们最喜欢的菜在餐桌上与客人一起离开，带走了我们的整个体验，即 72 欧元的价值很快就到了一天中最糟糕的时刻。她退还了这道菜的钱，还给了我 15 欧元。在这一点上，我真的觉得我根本没有被听到，也没有任何同情，仍然没有道歉。男老板也附和说他们和四个厨师都吃了这道菜，还是一如既往。现在我们吵架了，因为这道菜显然不对劲。对我来说，这是可能发生的事情，如果他们承认没问题，我们下次还会再来，但这种否认有点过分了。我说来吧，这不行，如果你处理这样的投诉，我永远不会回到这里。男主人回答说，好的，那很好。我说不，那根本不好。
他们继续说我们评判这道菜……你为什么评判自己的食物？这不是我们作为客人，客户应该做的事吗？然后他们说最坏的，顺便说一下，这个时候还没有道歉，你还想让我们做什么>？你已经拿回你的钱了！...对不起，但在这一点上我什至无法接受退款，就像这就是它的意义一样。我把钱砸在柜台上，向他们保证，并给予好评！...永远不会，我会回到这里，是的，我会与全世界分享我的故事。请参加客户服务和投诉处理课程！
他们继续说我们评判这道菜……你为什么评判自己的食物？这不是我们作为客人，客户应该做的事吗？然后他们说最坏的，顺便说一下，这个时候还没有道歉，你还想让我们做什么>？你已经拿回你的钱了！...对不起，但在这一点上我什至无法接受退款，就像这就是它的意义一样。我把钱砸在柜台上，向他们保证，并给予好评！...永远不会，我会回到这里，是的，我会与全世界分享我的故事。请参加客户服务和投诉处理课程！
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