After placing an online order, I was dissatisfied with the food. I only requested a refund for my food that I was going to eat not my entire order. Having just undergone surgery, I was physically unable to return the order myself. I contacted the restaurant and explained my circumstances. A staff member—whose name begins with “M”—assured me that a driver could retrieve the order and that she would consult her manager on how to proceed with a refund.
To prevent any confusion, I arranged for a friend to drive me to the restaurant in person, despite being hunched over, walking with a medical walker, and in visible pain. I spoke with “M” and was issued a cash refund. At that point, the matter should have been resolved.
Instead, as I sat in my car preparing to leave, another employee, Cashew, came outside and confronted me. She demanded that I return the cash so she could process a refund through my card, stating that “the cameras were watching.” I explained that I had already received the refund properly and did not wish to continue the discussion. Nevertheless, I was pressured further in a way that felt accusatory, harassing, and degrading.
This behavior was completely unacceptable. I was treated as though I were dishonest or attempting to commit fraud, when in reality I had followed every instruction provided by your staff. To be subjected to this harassment, especially in the midst of recovering from surgery, was both emotionally distressing and physically exhausting. I left feeling stereotyped, judged, and utterly disrespected.
I expect an immediate written acknowledgment of this complaint, along with a clear explanation of what actions will be taken to address the behavior of the staff involved. Should I not receive a timely and satisfactory response, I will have no choice but to escalate this matter further, including but not limited to:
• Filing a complaint with your corporate headquarters and regional management
• Reporting the incident to the Better Business Bureau
• Consulting with legal counsel regarding harassment and discriminatory treatment
No customer—especially one in a vulnerable medical state—should ever endure such treatment. I strongly urge your management team to take this matter seriously, both for accountability and to prevent future customers from experiencing what I did.