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Second Manager and Hostess to the Rescue!
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Second Manager and Hostess to the Rescue!
Smokey Bones Tarentum的点评
点评：This is a LONG review. The name/initial of a minor who was working at the time has been retracted:
Yesterday afternoon, my stepfather ordered dinner for the family and had it delivered via Door Dash (check number ---------). One of the items that he ordered (ironically, my food) was listed on the website but had been - apparently - offered only for a limited time and should not have been on the menu queue, the Brisket Poutine.
When we received our order, we noticed that the poutine was missing. I called the store and spoke with a hostess, ___., who I later found (via Scott) was a minor. She was very apologetic because it had been her intention to advise the Door Dash driver as to why the item was not in the order. She was not at the hostess stand when the driver arrived and missed her. However, she was very helpful and offered to swap the poutine for an item of equal value. I ordered a burger and asked if it could be delivered to me. Because ____. was unsure as to whether my burger could be delivered, she put me on hold and inquired from her manager (Scott) as to whether I would need to pick it up. She returned to the phone after having spoken to Scott and advised that I would need to come and get it. I agreed and even made the decision to purchase dessert when I got to the store.
As I was preparing to leave, my stepfather's phone rang. It was ____., who indicated that "she" made a mistake and that her manager (Scott) told her that in order to get my food, I would have to go to the Door Dash app, request a refund (which he erroneously suggested would be remitted immediately), and order the burger (the one that I had just ordered) via Door Dash. I was a bit confused - by the sudden change of mind by Scott and by the reality that he had ____. call me to deliver that news, rather than, as the manager, do it himself. For clarification, I asked to speak to the manager.
Immediately upon Scott taking the phone to speak with me, he raised his voice. I calmly asked that he stop yelling, which prompted him to both deny yelling and to subsequently yell louder. He told me that I was asking him to make me a "free burger" and that he was uncomfortable with doing so. I clarified to him that I had - in fact - paid for a food item that was not available and merely wanted an item of equal value to replace it. He insisted that I was asking for free food and that in his experience, customers sometimes claimed that they didn't get orders, received replacement orders, and then got a refund from Door Dash. He suggested that he wanted to ensure that I would not get the burger and later request a refund for the food. I attempted to explain to him that I would do no such thing and asked him to confirm that I would not be able to get my burger because he was afraid that I would engage in fraudulent activity. He confirmed that to be the case. I reminded him that my not receiving my order was not my fault, and reiterated that I merely wanted to get what I had paid for. He then brazenly - and unprofessionally - told me that it was the fault of the underage hostess that I was unaware that the item was no longer offered. He also blamed her for my being "incorrectly" told that I could have the burger as replacement. I reminded him that it was not ___.'s fault that the website was incorrect and that she had - in fact - conferred with him before finalizing the order for my burger. He became even angrier and continued yelling. I finally said, "Scott, what can be done to ensure that I am able to be made whole? I will not use the Door Dash app." He responded by saying, "I guess I'll make you your free burger!". I thanked him, hung up the phone, put my shoes on, and went to the store to pick up the burger.
If all of this wasn't enough, there is more. When I got to the store, I spoke with ____., who looked embarrassed when I identified myself. I assured her that I was in no way upset with her and I thanked her for her professionalism. I then asked to speak with Scott and to retrieve the burger that I had ordered. ____. walked to Scott's office, which was in clear view of the front door, and told him that I was there. The two individuals who happened to be seated in the office - one of whom I presume was Scott - looked in my direction but did not move. _____. returned to the hostess stand with a different manager, Tony. Tony indicated that he would help me. I thanked him and asked again to speak with Scott. I calmly indicated to Tony that Scott was very accusatory, condescending, and disrespectful on the phone. I also expressed my concern that he attempted to lay blame for the incident at ____.'s feet. Tony went, just as ____. had, back to the office in clear view of the hostess stand and spoke to the individuals inside. When he stepped away from the office door, one of the occupants closed it. Tony indicated that Scott was otherwise occupied and that he would be the one to assist me. Scott never spoke with me personally, despite the verbally abusive tirade that he lodged at me by phone.
After it became clear that Scott was unwilling to perform his duties as attending manager, Tony and ____. assisted me in retrieving the burger that I ordered in lieu of the poutine. Tony even went back and put together a variation of the dish - sans cheese curds - for me, which I very much appreciated. _____. took my order for the four pieces of chocolate cake that I purchased in spite of the reprehensible treatment that I received from Scott. If it weren't for Tony and ____., I would have left the encounter with an extremely bad perception of the Tarentum store.
I have reached out to the GM for assistance with this situation.
Yesterday afternoon, my stepfather ordered dinner for the family and had it delivered via Door Dash (check number ---------). One of the items that he ordered (ironically, my food) was listed on the website but had been - apparently - offered only for a limited time and should not have been on the menu queue, the Brisket Poutine.
When we received our order, we noticed that the poutine was missing. I called the store and spoke with a hostess, ___., who I later found (via Scott) was a minor. She was very apologetic because it had been her intention to advise the Door Dash driver as to why the item was not in the order. She was not at the hostess stand when the driver arrived and missed her. However, she was very helpful and offered to swap the poutine for an item of equal value. I ordered a burger and asked if it could be delivered to me. Because ____. was unsure as to whether my burger could be delivered, she put me on hold and inquired from her manager (Scott) as to whether I would need to pick it up. She returned to the phone after having spoken to Scott and advised that I would need to come and get it. I agreed and even made the decision to purchase dessert when I got to the store.
As I was preparing to leave, my stepfather's phone rang. It was ____., who indicated that "she" made a mistake and that her manager (Scott) told her that in order to get my food, I would have to go to the Door Dash app, request a refund (which he erroneously suggested would be remitted immediately), and order the burger (the one that I had just ordered) via Door Dash. I was a bit confused - by the sudden change of mind by Scott and by the reality that he had ____. call me to deliver that news, rather than, as the manager, do it himself. For clarification, I asked to speak to the manager.
Immediately upon Scott taking the phone to speak with me, he raised his voice. I calmly asked that he stop yelling, which prompted him to both deny yelling and to subsequently yell louder. He told me that I was asking him to make me a "free burger" and that he was uncomfortable with doing so. I clarified to him that I had - in fact - paid for a food item that was not available and merely wanted an item of equal value to replace it. He insisted that I was asking for free food and that in his experience, customers sometimes claimed that they didn't get orders, received replacement orders, and then got a refund from Door Dash. He suggested that he wanted to ensure that I would not get the burger and later request a refund for the food. I attempted to explain to him that I would do no such thing and asked him to confirm that I would not be able to get my burger because he was afraid that I would engage in fraudulent activity. He confirmed that to be the case. I reminded him that my not receiving my order was not my fault, and reiterated that I merely wanted to get what I had paid for. He then brazenly - and unprofessionally - told me that it was the fault of the underage hostess that I was unaware that the item was no longer offered. He also blamed her for my being "incorrectly" told that I could have the burger as replacement. I reminded him that it was not ___.'s fault that the website was incorrect and that she had - in fact - conferred with him before finalizing the order for my burger. He became even angrier and continued yelling. I finally said, "Scott, what can be done to ensure that I am able to be made whole? I will not use the Door Dash app." He responded by saying, "I guess I'll make you your free burger!". I thanked him, hung up the phone, put my shoes on, and went to the store to pick up the burger.
If all of this wasn't enough, there is more. When I got to the store, I spoke with ____., who looked embarrassed when I identified myself. I assured her that I was in no way upset with her and I thanked her for her professionalism. I then asked to speak with Scott and to retrieve the burger that I had ordered. ____. walked to Scott's office, which was in clear view of the front door, and told him that I was there. The two individuals who happened to be seated in the office - one of whom I presume was Scott - looked in my direction but did not move. _____. returned to the hostess stand with a different manager, Tony. Tony indicated that he would help me. I thanked him and asked again to speak with Scott. I calmly indicated to Tony that Scott was very accusatory, condescending, and disrespectful on the phone. I also expressed my concern that he attempted to lay blame for the incident at ____.'s feet. Tony went, just as ____. had, back to the office in clear view of the hostess stand and spoke to the individuals inside. When he stepped away from the office door, one of the occupants closed it. Tony indicated that Scott was otherwise occupied and that he would be the one to assist me. Scott never spoke with me personally, despite the verbally abusive tirade that he lodged at me by phone.
After it became clear that Scott was unwilling to perform his duties as attending manager, Tony and ____. assisted me in retrieving the burger that I ordered in lieu of the poutine. Tony even went back and put together a variation of the dish - sans cheese curds - for me, which I very much appreciated. _____. took my order for the four pieces of chocolate cake that I purchased in spite of the reprehensible treatment that I received from Scott. If it weren't for Tony and ____., I would have left the encounter with an extremely bad perception of the Tarentum store.
I have reached out to the GM for assistance with this situation.
翻译：这是一篇很长的评论。当时正在工作的未成年人的姓名/姓名缩写已被撤回：
昨天下午，我的继父为全家订了晚餐，并通过 Door Dash（支票号码 ----------）送货上门。他订购的其中一项（具有讽刺意味的是，我的食物）已在网站上列出，但显然 - 仅在有限的时间内提供并且不应该出现在菜单队列中，即 Brisket Poutine。
当我们收到订单时，我们注意到 poutine 不见了。我打电话给商店并与女主人交谈，___.，我后来发现（通过斯科特）是未成年人。她非常抱歉，因为她的本意是告知 Door Dash 司机商品不在订单中的原因。当司机到达并想念她时，她不在女主人的立场。然而，她非常乐于助人，并提出用肉汁薯条换成同等价值的物品。我点了一个汉堡，问是否可以送货给我。因为 ____。不确定我的汉堡是否可以送达，她让我等候并询问她的经理（斯科特）是否需要我去取。在与斯科特交谈后，她回到了电话旁，并建议我需要过来拿它。当我到达商店时，我同意并决定购买甜点。
正准备离开时，继父的电话响了。是 ____.，她指出“她”犯了一个错误，她的经理（斯科特）告诉她，为了得到我的食物，我必须去 Door Dash 应用程序，要求退款（他错误地建议会立即汇出），然后通过 Door Dash 订购汉堡（我刚刚订购的那个）。我有点困惑——斯科特突然改变主意，以及他有 ____ 的现实。叫我传达那个消息，而不是像经理那样自己做。为了澄清，我要求与经理交谈。
斯科特拿起电话与我通话后，他立即提高了声音。我平静地要求他停止大喊大叫，这促使他既否认大喊大叫又大声喊叫。他告诉我，我要他给我做一个“免费汉堡”，而他不愿意这样做。我向他澄清说，我已经——事实上——支付了一份没有的食品的费用，只是想要一件同等价值的物品来代替它。他坚持认为我是在要求免费食物，根据他的经验，客户有时会声称他们没有收到订单、收到替换订单，然后从 Door Dash 获得退款。他建议他想确保我不会得到汉堡，然后要求退款。我试图向他解释我不会做这样的事情，并让他确认我无法拿到我的汉堡，因为他担心我会从事欺诈活动。他证实情况确实如此。我提醒他，我没有收到我的订单不是我的错，并重申我只是想得到我支付的东西。然后他厚颜无耻地 - 并且不专业地 - 告诉我，我不知道不再提供该项目是未成年女主人的错。他还责备她因为我“错误地”告诉我可以用汉堡代替。我提醒他，网站不正确并不是___.的错，事实上，她在最终确定我的汉堡订单之前与他商量过。他更生气了，继续大喊大叫。我终于说：“斯科特，我能做些什么来确保我能够康复？我不会使用 Door Dash 应用程序。”他回答说，“我想我会给你免费的汉堡！”。我谢过他，挂断电话，穿上鞋子，去商店取汉堡。
如果所有这些还不够，还有更多。当我到达商店时，我与 ____. 交谈，当我表明自己身份时，他看起来很尴尬。我向她保证，我绝不会生她的气，并感谢她的专业精神。然后我要求与斯科特交谈并取回我订购的汉堡。 ____。走到斯科特的办公室，从前门可以清楚地看到办公室，并告诉他我在那里。碰巧坐在办公室里的两个人——我猜其中一个是斯科特——朝我的方向看了看，但没有动。 _____。和另一位经理托尼一起回到女主人看台。托尼表示他会帮助我。我感谢他并再次要求与斯科特交谈。我平静地向托尼表示，斯科特在电话中非常指责、居高临下和无礼。我还表达了我的担忧，即他试图将事件归咎于 ____. 的脚。托尼去了，就像____一样。有，回到办公室，清楚地看到女主人的立场，并与里面的人交谈。当他离开办公室门时，其中一名住户关上了门。托尼表示斯科特有其他事情要做，他会是帮助我的人。 斯科特从来没有和我私下说过话，尽管他通过电话向我发表了辱骂性的长篇大论。
在斯科特显然不愿意履行他作为主教练的职责后，托尼和____。帮我取回了我订购的汉堡代替肉汁薯条。托尼甚至回去为我做了一道菜的变种——没有奶酪凝乳，我非常感激。 _____。尽管斯科特对我进行了应受谴责的对待，但他还是接受了我购买的四块巧克力蛋糕的订单。如果不是因为 Tony 和 ____.，我会对 Tarentum 商店留下极其糟糕的印象。
对于这种情况，我已联系 GM 寻求帮助。
昨天下午，我的继父为全家订了晚餐，并通过 Door Dash（支票号码 ----------）送货上门。他订购的其中一项（具有讽刺意味的是，我的食物）已在网站上列出，但显然 - 仅在有限的时间内提供并且不应该出现在菜单队列中，即 Brisket Poutine。
当我们收到订单时，我们注意到 poutine 不见了。我打电话给商店并与女主人交谈，___.，我后来发现（通过斯科特）是未成年人。她非常抱歉，因为她的本意是告知 Door Dash 司机商品不在订单中的原因。当司机到达并想念她时，她不在女主人的立场。然而，她非常乐于助人，并提出用肉汁薯条换成同等价值的物品。我点了一个汉堡，问是否可以送货给我。因为 ____。不确定我的汉堡是否可以送达，她让我等候并询问她的经理（斯科特）是否需要我去取。在与斯科特交谈后，她回到了电话旁，并建议我需要过来拿它。当我到达商店时，我同意并决定购买甜点。
正准备离开时，继父的电话响了。是 ____.，她指出“她”犯了一个错误，她的经理（斯科特）告诉她，为了得到我的食物，我必须去 Door Dash 应用程序，要求退款（他错误地建议会立即汇出），然后通过 Door Dash 订购汉堡（我刚刚订购的那个）。我有点困惑——斯科特突然改变主意，以及他有 ____ 的现实。叫我传达那个消息，而不是像经理那样自己做。为了澄清，我要求与经理交谈。
斯科特拿起电话与我通话后，他立即提高了声音。我平静地要求他停止大喊大叫，这促使他既否认大喊大叫又大声喊叫。他告诉我，我要他给我做一个“免费汉堡”，而他不愿意这样做。我向他澄清说，我已经——事实上——支付了一份没有的食品的费用，只是想要一件同等价值的物品来代替它。他坚持认为我是在要求免费食物，根据他的经验，客户有时会声称他们没有收到订单、收到替换订单，然后从 Door Dash 获得退款。他建议他想确保我不会得到汉堡，然后要求退款。我试图向他解释我不会做这样的事情，并让他确认我无法拿到我的汉堡，因为他担心我会从事欺诈活动。他证实情况确实如此。我提醒他，我没有收到我的订单不是我的错，并重申我只是想得到我支付的东西。然后他厚颜无耻地 - 并且不专业地 - 告诉我，我不知道不再提供该项目是未成年女主人的错。他还责备她因为我“错误地”告诉我可以用汉堡代替。我提醒他，网站不正确并不是___.的错，事实上，她在最终确定我的汉堡订单之前与他商量过。他更生气了，继续大喊大叫。我终于说：“斯科特，我能做些什么来确保我能够康复？我不会使用 Door Dash 应用程序。”他回答说，“我想我会给你免费的汉堡！”。我谢过他，挂断电话，穿上鞋子，去商店取汉堡。
如果所有这些还不够，还有更多。当我到达商店时，我与 ____. 交谈，当我表明自己身份时，他看起来很尴尬。我向她保证，我绝不会生她的气，并感谢她的专业精神。然后我要求与斯科特交谈并取回我订购的汉堡。 ____。走到斯科特的办公室，从前门可以清楚地看到办公室，并告诉他我在那里。碰巧坐在办公室里的两个人——我猜其中一个是斯科特——朝我的方向看了看，但没有动。 _____。和另一位经理托尼一起回到女主人看台。托尼表示他会帮助我。我感谢他并再次要求与斯科特交谈。我平静地向托尼表示，斯科特在电话中非常指责、居高临下和无礼。我还表达了我的担忧，即他试图将事件归咎于 ____. 的脚。托尼去了，就像____一样。有，回到办公室，清楚地看到女主人的立场，并与里面的人交谈。当他离开办公室门时，其中一名住户关上了门。托尼表示斯科特有其他事情要做，他会是帮助我的人。 斯科特从来没有和我私下说过话，尽管他通过电话向我发表了辱骂性的长篇大论。
在斯科特显然不愿意履行他作为主教练的职责后，托尼和____。帮我取回了我订购的汉堡代替肉汁薯条。托尼甚至回去为我做了一道菜的变种——没有奶酪凝乳，我非常感激。 _____。尽管斯科特对我进行了应受谴责的对待，但他还是接受了我购买的四块巧克力蛋糕的订单。如果不是因为 Tony 和 ____.，我会对 Tarentum 商店留下极其糟糕的印象。
对于这种情况，我已联系 GM 寻求帮助。
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