Last night was our date night, my parents have the kids. We get 1, maybe 2 nights/month. Life has been stressful lately and dh and I were looking to relax.
We order takeout, even though we couldn't afford it, from East Side Mario's, wanting a good meal to enjoy together with no fuss or worries. I ordered at 5:55 and was told it would be 55mins. S'alright. Delivery guy shows up at 6:55 with the wrong food. It was someone else's order for pickup. He calls the restaurant and leaves without telling us what would happen with our order.
I call their customer service and ask what's going on. She says they'll bring us our food. I say, "but it will be cold by the time it gets here". She says she'll call the store and get them to make me a new one and puts me on hold. When she comes back she says they've sent our food already with another driver. It takes 10mins in bad traffic to get across town.
30mins later the SAME driver shows up with our meal, that is lukewarm and not what I ordered. It was close, but I wanted buffalo chicken strips, not plain. I tell the driver, who is contracted, not actually and ESM employee, and he says to call the restaurant while he waits.
I call the restaurant and explain what's happened and the delivery guy is waiting for instructions and the manager says "but we sent the food". I say, I don't have what I ordered. He says he'll make me a new one and send it right out. I explain that I've been waiting for dinner for an hour and a half, and ask what he's going to do for us. He says the meal is at no charge. I say great, and tell the delivery driver that he's supposed to be getting a phone call to this effect. The delivery guys leaves.
20mins later we get a call telling us that the new meal was free, but he thought we'd already paid for the first one and we owe him the money. I'm staying calm but pretty irritated. It'd been 2 hours since we placed our order, I'd spent the bulk of the evening trying to get our food and basically had to explain all of the above plus add that I'm their customer, word of mouth means a lot and I'm not happy. I gave him the choice of just not delivering the second meal and having a dissatisfied customer, or delivering the meal at no charge and at least squaring up the issue. He relents and apologizes, but it took quite a bit of assertive convincing on my part. We got the right meals at 8:25. 2 1/2 hours after we ordered and 4 phone calls later.
My Mom thinks I shouldn't have expected free food. I think it's the least they could do for the screw up.
What would you have expected?