The owner of a takeaway has hit back at a “nasty” review criticising the restaurant’s food after its delivery driver was hit by a car.
The Red Torch Ginger restaurant, in Dublin, had been serving customers takeaway food during lockdown but in September one customer was left less than impressed.
Leaving a review online the customer described the foods as “dry”, “cold” and “disappointing”, according to the Irish Mirror.
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In their review, the customer said: “Ordered food for takeaway. Normally very nice. Arrived without any gravy, dry cold and really disappointing.
“The owner was very poor in his responses. HE Couldn’t offer any help except total confusion and blaming Deliveroo rider dropping the bag in the restaurant, then told me the Deliveroo rider hurt himself ( I think he wanted me to feel bad for complaining that the food was poor) not the poor rider’s fault.
“Then he supposedly couldn’t figure out how I could go about getting another free order! Back to blaming Deliveroo maybe I should ring them myself and see could I get a refund he suggested. Lots of passive-aggressive behaviour, acting the bungling fool ( maybe it wasn’t an act).
“Amazing behaviour coming from a so-called owner at a time when decent restaurants are struggling to cope with lockdowns. If your order isn’t right don’t expect any response from Red Torch Ginger’s owner. He simply doesn’t care once you’ve paid.”
But the owner of Red Torch Ginger didn’t take the criticism lying down and decided to reply to the review to tell his side of the story.
They said: “I am sorry that you felt the need to leave such a harsh review. I am upset with your recounting of events as they cast me in a very nasty and incompetent person. I am neither of these. I must admit I didn’t enjoy our conversation on the phone. I felt your tone could have been kinder.
“Here is what happened. You complained that there wasn’t any sauce in your two stir-fries that you ordered through Deliveroo. The manager asked you to hold and she went into the kitchen to chat to the head chef who made your food. I was in the kitchen talking to the head chef so she told us both about your complaint. The head chef said it was impossible for your food to have no sauce. The sauce is cooked as a main ingredient in the dish you ordered. I told the manager that I would chat to you.
“I went the phone and said hello and introduced myself to you as the owner. You immediately told me that your food was very late being delivered. I then told you that the first driver came back to us a few minutes after collecting your order. It turned out that he had been sideswiped by a car and knocked off his bike. He was shaken and his bike was broken. Your order was damaged so he returned to us to let us know. This wasn’t his fault and I never once said or implied that it was his fault.
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“Once I established that he wasn’t physically hurt, I called Deliveroo immediately. I asked them to send a new driver. The chef who made your first order made the second order. Your food was freshly prepared and promptly collected by the new driver. You say in your review that your food was dry and cold. The food we sent you was piping hot and had plenty of sauce. It’s cooked in the sauce so it cannot be dry.
“I did not blame the driver or the chef as nothing was their fault. I understood from our conversation that you were not happy. I told you that I was happy to send a new order or to refund you. You said you would prefer to be refunded. I told you that you could do this by asking for a refund on the Deliveroo app.
“I did say that they ask for a photo of the food along with the refund query. You then said to me that on second thoughts, you would like another fresh order. I told you that I was unsure whether the restaurant or the guest ask for the new order. I hadn’t processed a Deliveroo complaint like yours before so I said I would ask the duty manager.
“She was talking to a guest so I asked you to wait a moment until I spoke to her. You then said that this was waste of time and hung up on me. I do wish you had stayed on the line as I was able to speak to the manager a few seconds after our call.”
Do you think the review was fair or too harsh? Tell us your opinions in the comments below.
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