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Sep 28, 2011 12:06 PM

Unhappy thing I'd nearly forgotten to post re: Luscious Food (PS)

This happened a few weeks back, and I'd almost forgotten to post about it--I've been ordering more often from the more confined stable of restaurants that are available on Seamless in PS, just because the payment process is so much easier. Normally, Luscious Food isn't the kind of place I'd go out of my way to order from, but we were in the mood for sandwiches, and I'd heard some good things (A&S was closed at the time).

The food (that was actually delivered) was fine--my husband was not so crazy about whatever hot sub it was that he'd ordered, but my hero was ok. The problem was the service. We'd ordered a couple of the dessert items (and, given the way Seamless works, we paid for them in advance). When the order came, they were not included. Sometimes I don't bother to address stuff like this, but it was both dessert items, and I thought I should let them know and give them a chance to address the error--my base level expectation for something like this would be that the restaurant would *either* offer to send someone over with the missing items (I realize that this is not always the most practical option, particularly if the items missing don't strike the proprietor as material to the order) *or* to offer to refund the money (in this case, by calling Seamless and letting them know to take the charge off the order).

What I got was none of this. The guy on the phone when I called was an absolute jerk. No apology, not even a pro forma insincere one. Not even a "what would you like to do here"? What I got was him telling me "Ok, well, whatever. Go ahead and call Seamless and have them take the charge off." To which I responded that I wasn't sure why I should be calling Seamless and dealing with customer service at yet a second place when they should fix the mistake in some way. I wasn't asking for free anything. Either the food I'd ordered or that they arrange for a refund. I was polite but firm. Reply: "Well, I wasn't here, so I don't know what happened, and this really isn't my problem." At this point, based on his tone of voice and what I heard him saying offline to other workers, I deduced he was in some kind of managerial capacity. Finally, he said, "Fine, then. We'll send them over."

Half an hour goes by. No delivery. I then get a phone call from a different person at Luscious. Unlike the first guy, whose tone was rude from the moment he answered the phone, this guy was at least polite. He told me sorry for the inconvenience, but by the way, it turns out they didn't actually have either of the items I'd ordered (which could have explained why they weren't delivered in the first place--I've had this happen before with Seamless, and every time the restaurant calls me at the phone number they get on my order and let me know, then offer me a substitution or a refund). Nor had the rude guy checked when stating that none of it was his problem but finally agreeing to send them over. I said that was ok, but I'd appreciate if they could deal with contacting Seamless to arrange for the refund. This second guy agreed.

I have never received the refund. I don't care about the money. It's really paltry. I care about the fact that they didn't bother to let me know in the first place, treated me rudely when I called to seek redress, couldn't follow through on what they ultimately agreed to send, and then reneged on their commitment to fix it. Based on the food, I'd order from there again. Based on the total jerk who appeared to be running things, never ever ever again.

FYI, I ended up calling Seamless just on principle (feeling like a total cheapskate for making a big deal over a few dollars). They took care of it and were very nice.

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  1. We will all do things our own way---I would not have spent more than 3 minutes on the issue, myself. The one time an item was missing from a Seamless order I called the restaurant, got confusion on the phone, got put on hold, got hung up on. End of that strategy. I emailed Seamless, told them I could not get customer service from the restaurant and needed to get credit for the item. They said they'd get back to me, they got back to me and I received the credit.
    Stuff happens. But as the person footing the bill for the system, I will let the people who made the mistake and the people who run the system that allowed the mistake to happen while billing me, to use their resources to straighten out the problem. Of course none of this smooths over the disappointment if you were really counting on a food item but like I said, calling, explaining, arguing, dealing with thanks. Dear Seamless. Here's the screw up. Fix it please.

    3 Replies
    1. re: JonL

      Can't win 'em all. If a poster has a complaint and doesn't address it with the restaurant itself, some posters will take them to task for not addressing the root of the problem. I guess I was, as you say, trying to let the people who made the mistake and the people who run the system fix the problem--e.g., by sorting out the billing between them. However, in order for that to happen, I needed to let them know there was a problem. This would have been a two minute fix if the guy hadn't been a jerk (you're supposed to call the restaurant first about a problem with the delivery--most will make it right, and it gives them the option of working with you about how to do so--lose the sale by giving you your money back or sending the paid-for item--or just saying "we'll give you a refund" straight out). You wouldn't have bothered--that's your choice. I don't react well to being bullied about a simple request (particularly since I'm not a Seamless orderer who leaves the default tip at $2.50--I had tipped 15% on the post-tax total for this order)--there's incompetence, which I don't post about, and nastiness, which I understand to be a fair topic to make note of on this board.

      1. re: planetjess

        I don't know what your problem is. Quote: "We will all do things our own way". I described how I handled my situation.

        1. re: JonL

          I've edited my post to clarify. But to clarify further, I think my issue with your response was that, IMO, the takeaway wasn't "we will all do things our own way," but rather that you ascribed the motivation for following up on nasty customer service to my being "really counting" on dessert. Which was not the point. Totally contrary to how you described what you would do, I would categorize your approach as cutting out the people who made the mistake entirely, which doesnt' give a good restaurant a chance to rectify a mistake in good faith and lets bad restaurants "who made the mistake" off the hook entirely. As I mentioned, I often don't bother--but by not bothering, I mean I actually just let it go entirely, most often because I don't want the restaurant to go to the trouble of sending out a separate delivery (most restaurants I order from directly in PS know me well as a regular orderer and would go straight to this option) or figuring out a way to get me a refund on something I paid cash for. With Seamless orders, the restaurant can sort out the billing refund quickly itself, or can really impress me by sending out the omitted item(s).

          You're right. We will all do things our own way. Luscious Food sure does. Give 'em a try. And next time someone does a search on this board for Luscious, they will get to choose whether to take their chances on missing items, nasty service and/or self-help with Seamless or to order from somewhere else. If the searcher works at or manages Luscious, they will know that someone thinks their customer service is unacceptable, and can choose to treat their customers with respect or risk losing them. All hail the free market.

          On a positive note--Da Nonna Rossa may not be gourmet eating, but they have the best customer service (both delivery and eating in) I've ever experienced at any restaurant in PS. One of these days I'll write a tl;dr ode to how wonderful they have been on a number of occasions.

          Luscious Food
          59 5th Ave, Brooklyn, NY 11217

          Da Nonna Rosa
          140 7th Ave, Brooklyn, NY 11215