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Post by Lexica on Jun 16, 2021 12:24:07 GMT
I ordered some food from Del Taco to be delivered over the weekend. Don't judge, I was having a serious craving for their green sauce bean burritos. I ordered a half dozen bean burritos and put them in my freezer for when I am too tired to cook something. This time, I also ordered a chocolate shake with the order. When it was delivered, everything was there except for the shake.
I went to their online contact section, input my information and the order number and requested a refund for the shake. I also clicked on the box to contact me because this is the third time my drink was left off of my order and I wanted to know what their current system was and how we could revise it to eliminate this mistake from continually happening.
The following day, I received a text from someone at the restaurant apologizing for the mistake and offering a $10 gift certificate to be mailed to me instead of refunding it to my card. I told them that the shake was under $5, so the gift certificate was double what I was owed, but I appreciated it and told her to go ahead and mail it to me. She also told me to let them know the next time I came into the facility to identify myself and they would give me a free meal. I told her I appreciated the offer, but wasn't comfortable with that since the gift card was already double what I expected to receive.
The next morning, I received another text from the same person saying that instead of mailing me the card, she was willing to deliver the gift certificate along with a large chocolate shake! I was super impressed and since I was still craving their Mexican chocolate shake, I agreed. A few minutes later, the shake and a gift certificate was at my door. I texted back that I was super impressed with their customer service and thanked her for going out of her way to bring me the shake.
During our texting, the rep explained that the delivery drivers (not Del Taco employees, but someone from one of the three local delivery services) are supposed to check the order they are picking up and request any accompanying drinks. I appreciated that they didn't just make the shake and let it sit on the counter melting until the driver arrived, but their system wasn't working since this was not the first time it had happened to me.
I suggested that they institute a policy of clipping some sort of red flag to the bags that require a drink. That way when the driver shows up, it will be obvious to them that they need to exchange the red flag for the required drinks. The manager thought it was a great idea and said that they would immediately start writing on the bags themselves that the order required a drink until some type of flag system was instituted. I was more than satisfied with how she went out of her way to make it up to me. It was only a fast food shake after all!
Then yesterday, I got an email from their corporate office saying they apologized for my inconvenience and that my card had been credited for the amount of the shake (proof attached to the email) and that they were going to place a $5 gift certificate on their app for me.
I emailed them back explaining that the issue had already been resolved and told them how the store representative handled it. I said I was quite happy with what had been done, and asked how to handle the unnecessary refund. I haven't heard back from them yet.
I am already ahead $10 with the gift card and the shake that was delivered, so the offer of an additional refund/credit, like the free meal, just feels greedy. Yes, this is a silly small issue, but I don't like taking advantage.
I think what is making me feel guilty is that the driver made the error, not the restaurant. Yes, they are a large corporation and can afford it, but I can hear my Dad's voice saying "And if everyone did the same thing..." It is a matter of principal, not so much dollar amount.
For the original $5 mistake, I am receiving $25 in refunds, certificates, and shake. And more if I had agreed to the free meal at the restaurant!
What would you do at this point?
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QueenoftheSloths
Drama Llama
Member Since January 2004, 2,698 forum posts PeaNut Number: 122614 PeaBoard Title: StuckOnPeas
Posts: 5,955
Jun 26, 2014 0:29:24 GMT
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Post by QueenoftheSloths on Jun 16, 2021 12:28:16 GMT
You said this was the third time it has happened, were you reimbursed for the first two? Maybe they are making up for three missed drinks and not just one. Or maybe they are just trying to win you back. I wouldn't worry about it.
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Post by beepdave on Jun 16, 2021 12:29:13 GMT
I would let it be. You said it wasn't the first time this has happened, so I would happily take what they are offering and give them another chance in the future.
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Post by busy on Jun 16, 2021 12:34:33 GMT
You are waaaay overthinking this. It’s very common for both corporate and the franchisee to acknowledge and compensate for/fix the problem in their own ways.
Accept what was offered and go on your merry way. This is a lot of mental energy directed at something insignificant.
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Post by greendragonlady on Jun 16, 2021 12:34:42 GMT
I wouldn't worry about it, either. You're not scamming them...they are just going above and beyond to keep a loyal customer.
And I hope your suggestion works for the future!
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Post by jenjie on Jun 16, 2021 12:45:59 GMT
I wouldn't worry about it, either. You're not scamming them...they are just going above and beyond to keep a loyal customer. And I hope your suggestion works for the future! This. Let it go. They want you to know they are taking your complaint seriously. That’s great customer service. Also your idea is a good one. I hope they implement it.
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lindas
Pearl Clutcher
Posts: 4,145
Jun 26, 2014 5:46:37 GMT
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Post by lindas on Jun 16, 2021 13:00:06 GMT
If it bothers you that much then just don’t redeem the gift certificates.
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Post by papercrafteradvocate on Jun 16, 2021 13:02:29 GMT
I ordered some food from Del Taco to be delivered over the weekend. Don't judge, I was having a serious craving for their green sauce bean burritos. I ordered a half dozen bean burritos and put them in my freezer for when I am too tired to cook something. This time, I also ordered a chocolate shake with the order. When it was delivered, everything was there except for the shake. I went to their online contact section, input my information and the order number and requested a refund for the shake. I also clicked on the box to contact me because this is the third time my drink was left off of my order and I wanted to know what their current system was and how we could revise it to eliminate this mistake from continually happening. The following day, I received a text from someone at the restaurant apologizing for the mistake and offering a $10 gift certificate to be mailed to me instead of refunding it to my card. I told them that the shake was under $5, so the gift certificate was double what I was owed, but I appreciated it and told her to go ahead and mail it to me. She also told me to let them know the next time I came into the facility to identify myself and they would give me a free meal. I told her I appreciated the offer, but wasn't comfortable with that since the gift card was already double what I expected to receive. The next morning, I received another text from the same person saying that instead of mailing me the card, she was willing to deliver the gift certificate along with a large chocolate shake! I was super impressed and since I was still craving their Mexican chocolate shake, I agreed. A few minutes later, the shake and a gift certificate was at my door. I texted back that I was super impressed with their customer service and thanked her for going out of her way to bring me the shake. During our texting, the rep explained that the delivery drivers (not Del Taco employees, but someone from one of the three local delivery services) are supposed to check the order they are picking up and request any accompanying drinks. I appreciated that they didn't just make the shake and let it sit on the counter melting until the driver arrived, but their system wasn't working since this was not the first time it had happened to me. I suggested that they institute a policy of clipping some sort of red flag to the bags that require a drink. That way when the driver shows up, it will be obvious to them that they need to exchange the red flag for the required drinks. The manager thought it was a great idea and said that they would immediately start writing on the bags themselves that the order required a drink until some type of flag system was instituted. I was more than satisfied with how she went out of her way to make it up to me. It was only a fast food shake after all! Then yesterday, I got an email from their corporate office saying they apologized for my inconvenience and that my card had been credited for the amount of the shake (proof attached to the email) and that they were going to place a $5 gift certificate on their app for me. I emailed them back explaining that the issue had already been resolved and told them how the store representative handled it. I said I was quite happy with what had been done, and asked how to handle the unnecessary refund. I haven't heard back from them yet. I am already ahead $10 with the gift card and the shake that was delivered, so the offer of an additional refund/credit, like the free meal, just feels greedy. Yes, this is a silly small issue, but I don't like taking advantage. I think what is making me feel guilty is that the driver made the error, not the restaurant. Yes, they are a large corporation and can afford it, but I can hear my Dad's voice saying "And if everyone did the same thing..." It is a matter of principal, not so much dollar amount. For the original $5 mistake, I am receiving $25 in refunds, certificates, and shake. And more if I had agreed to the free meal at the restaurant! What would you do at this point? Say thank you and continue to order from them! What else is needed at this point! 😀
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Loydene
Pearl Clutcher
Posts: 2,639
Location: Albuquerque, New Mexico
Jul 8, 2014 16:31:47 GMT
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Post by Loydene on Jun 16, 2021 13:08:10 GMT
There is a "del Taco" around me -- based on your story, I would consider them now. I'm wondering about a Mexican chocolate shake. So - in response to your query -- a nice thank you and continue to order -- as suggested by papercrafteradvocate! You can add that in sharing your story you have added customers to their company!
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Deleted
Posts: 0
Apr 19, 2024 15:02:54 GMT
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Post by Deleted on Jun 16, 2021 13:12:24 GMT
You’ve been honest with them from the beginning. You’ve explained how it’s been handled and that you’re pleased with the resolution. If they want to continue, let them.
I don’t get food delivered very often, usually while at work because paying for delivery is actually cheaper than clocking out to go pick it up myself…but I too once had a drink left off the order. My local Moe’s didn’t make any effort at all to make it right. I sent a complaint twice to Moe’s corporate and never heard a peep from them. I’m much more annoyed at their complete disregard than the drink. Not only do I no longer order delivery from Moe’s but I no longer give any of them my business. And any time I get an ad on FB from Moe’s, I tell my story about my missing drink and their complete disregard for service.
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Deleted
Posts: 0
Apr 19, 2024 15:02:54 GMT
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Post by Deleted on Jun 16, 2021 13:13:18 GMT
And I love your flag idea. I think that’s a great solution to the issue
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peppermintpatty
Pearl Clutcher
Refupea #1345
Posts: 3,835
Jun 26, 2014 17:47:08 GMT
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Post by peppermintpatty on Jun 16, 2021 13:22:30 GMT
Just accept what they have offered and consider the matter closed. It doesn't cost them anything to do this and they want to keep you as a customer. In my opinion, if I have to spend my time trying to give them money back, I'm not going to do it. I've been burned by too many companies and never had any satisfaction that if one goes way above and beyond, I take it.
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anaterra
Pearl Clutcher
Posts: 3,819
Location: Texas
Jun 29, 2014 3:04:02 GMT
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Post by anaterra on Jun 16, 2021 13:43:43 GMT
I feel like deja vu.... didnt this already happen to you... but you wanted to get a hold of the delivery person for some reason???
I went thru past posts but cant find it...
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Post by Layce on Jun 16, 2021 13:55:07 GMT
all of the above, plus
Praise the Hell out of them on Social Media, TripAdvisor, etc.
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Post by Bitchy Rich on Jun 16, 2021 13:56:03 GMT
Donate the $10 gift card to someone in need.
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kelly8875
Pearl Clutcher
Posts: 4,390
Location: Lost in my supplies...
Oct 26, 2014 17:02:56 GMT
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Post by kelly8875 on Jun 16, 2021 14:03:02 GMT
What would I do?
I'd continue to order from them if I wanted. Don't overthink this.
They have gone beyond what's needed, but it's what they wanted to do to retain you as a customer. They also want you to spread the word about how a problem was resolved, and hopefully shut down any negative reviews. While it wasn't specifically their fault, but it was the delivery driver not grabbing the drink...it's still their fault. They needed to make sure the delivery driver has all the order, and they didn't. So now, they're aware of a problem on their end.
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Post by ktdoesntscrap on Jun 16, 2021 14:07:56 GMT
You did the right thing, They did the right thing. Don't sweat the small stuff.
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Post by workingclassdog on Jun 16, 2021 14:22:45 GMT
It’s all good.
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smartypants71
Drama Llama
Posts: 5,693
Location: Houston, TX
Member is Online
Jun 25, 2014 22:47:49 GMT
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Post by smartypants71 on Jun 16, 2021 14:28:03 GMT
This was happening to me with a restaurant here that kept leaving out a chocolate chip cookie (they are SO GOOD!). I finally just quit ordering delivery from them.
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Post by CardBoxer on Jun 16, 2021 14:33:33 GMT
I’d give them a 5-star yelp and/or google review - not the details, just along the line of how a company can be measured not just by products or services but by how they respond to a problem, a very minor one in this case. And that they went above and beyond what would have been more than sufficient, how now they’re even more a favorite, etc., but in your words.
Enjoy the bounty.
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Post by Darcy Collins on Jun 16, 2021 14:56:56 GMT
I'll also say as my daughter did a lot of door dashing during the pandemic - it's EXTREMELY easy for the drivers to forget the drink - even when it's with the order at pickup. The hot food goes in the bag to keep it warm, and the drink goes in your drink holder to keep it from spilling. You're rushing to hit the delivery time, and fumbling with gate codes and instructions on contactless delivery and whether they do or don't want the doorbell rang - and wait why are none of the apartments number in a coherent fashion - oops - you drove away and realize the drink is still in the cupholder.
No idea what Del tacos policy is, but doordashers couldn't return to the customer for forgotten items - at least during the pandemic. She was also stuck at one restaurant forever as the customer ordered some lavender lemonade thing with the food and when she went to pick up the order they didn't have that drink so were trying to contact them about a substitution and she never responded so they cancelled her whole order. She wasted 20 minutes and ended up with no delivery and a nasty message from the customer. I guess the long novel is to say delivery drivers hate drinks.
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Deleted
Posts: 0
Apr 19, 2024 15:02:54 GMT
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Post by Deleted on Jun 16, 2021 15:05:41 GMT
This is very impressive customer service .
I would probably need a sit down to get over the shock , I havn’t experienced anything like this (uk).
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Post by scrapmaven on Jun 16, 2021 15:18:22 GMT
I'm not judging. When we lived in an area w/Del taco we used to enjoy the chicken tacos. You did all that you could to make it right w/the company. Let it go.
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Post by busy on Jun 16, 2021 15:28:49 GMT
I'm not judging. When we lived in an area w/Del taco we used to enjoy the chicken tacos. You did all that you could to make it right w/the company. Let it go. She didn’t have anything to make right with them! In all seriousness, OP, is it generally difficult for you to accept kindness and generosity? The company screwed up repeatedly and was trying to make it right, plus showing appreciation for your thoughtful suggestion and continued patronage, despite multiple issues. You’re worth more just the refund of the missing drink cost.
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Post by its me mg on Jun 16, 2021 15:34:59 GMT
Honestly not the driver's fault. They have no idea what they're looking at or what they're expected to pick up. Del Taco needs to have a better system in place and you're on track with the flagging idea. I work at pizza place and not everyone gets just pizza. If the pizza comes up and has a bag with it we write "B" for bag and circle it on the top and then a * means everything is done and it's ready to go. No "B" and just a * then you know for sure you just need that pizza. 9/10 drivers will come in to pick up food and when you hand them a bunch of random crap they just say "Is this it?" and walk out. They have no idea what the heck they got and they may have multiple orders. I think the restaurant is more responsible because they clearly have an issue with their current take out organizational system.
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Post by cropelf on Jun 16, 2021 15:55:52 GMT
As a retired Marketing VP, I understand why Del Taco is working so hard to maintain a good image. It takes over 10 good customer experiences to overcome only one negative experience. Not to mention the word of mouth aspect, like how many people you relate a negative experience to vs how many you relate a positive experience.
Just by posting how Del Taco handled the situation, and telling others, you have given them wonderful PR.
I make a point of telling managers about good customer service from an employee. I also ask the manager to please remember when review time comes around.
I'm sorry there aren't any Del Taco's in this area! TFS.
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Post by christine58 on Jun 16, 2021 15:57:27 GMT
Just accept what they have offered and consider the matter closed. It doesn't cost them anything to do this and they want to keep you as a customer. In my opinion, if I have to spend my time trying to give them money back, I'm not going to do it. I've been burned by too many companies and never had any satisfaction that if one goes way above and beyond, I take it. I agree
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Post by mikklynn on Jun 16, 2021 16:16:02 GMT
I wouldn't worry about it. Keep buying from them and praise them on social media.
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SweetieBsMom
Pearl Clutcher
Posts: 4,594
Jun 25, 2014 19:55:12 GMT
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Post by SweetieBsMom on Jun 16, 2021 17:17:00 GMT
I'd let it be.
I had a similar issue with Dunkin Donuts when DH was alive. He loved the blue raspberry Coolatas. I'd buy him 2 in the morning. One he'd drink after lunch and the other after dinner. One day he said it tasted weird and he thought there was white plastic in the cup. He went on line and made a complaint, a nicely worded one, but he told them he had cancer and his daily coolatas is one of the only thing that didn't taste 'off' to him and he really looked forward to them. Not only did they send a gift certificate for $50 but 5 days in a row, someone, from the Corporate office, showed up at my doorstep at 7am with 2 blue raspberry coolatas for him. We couldn't believe it.
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peasquared
Drama Llama
Posts: 5,427
Jul 6, 2014 23:59:59 GMT
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Post by peasquared on Jun 16, 2021 17:52:18 GMT
I'd look a it this way: For only $25 they have bought some great advertising and have won you back. (And me craving a taco Enjoy your free drinks!
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