"I was craving birria tacos tonight, so I headed straight to the restaurant 's website to place my order. I was going to be picking the order up, so I figured it would be easier to order directly through the restaurant rather than through a delivery app. Excitedly, I ordered three servings of their birria tacos, along with sides of rice and beans for each order. However, upon arriving home and delving into our meal, we discovered that the rice and beans were missing. Disappointed but hopeful for a quick resolution, I called the restaurant, expecting a simple refund for the missing sides. We had already eaten, so obviously we no longer needed the sides. I assumed it would be no problem for them to just issue me a refund – even if I had to come pick the refund up.Unfortunately, the situation quickly escalated into a frustrating ordeal. Despite them acknowledging their mistake, they refused to issue a refund. Instead, the guy on the phone argued with me about it, offered to only give me ONE order of rice and beans (out of the THREE that I had ordered… which is WILD), and then subsequently hung up on me! Extremely unprofessional. I was not yelling or rude to him; he simply did not want to handle the situation, and just hung up!My following in-person visit didn’t make things any better. While the woman I spoke with in person was nicer than the guy over the phone, there was still a lack of willingness to rectify THEIR error. She stated that my order had gone through “Bento Box ' ' and did not come directly through them, so that was the reason they could not refund me. I still fail to see how that’s MY problem when I ordered directly from the restaurant’s website. Whatever partnership they may have with Bento Box has zero to do with me. They are obviously still going to receive my money one way or another, it’s not like they fed me out of the kindness of their hearts. So I still don’t understand why they would refuse to issue a refund, regardless of which platform my order went through. At this point, I think it would’ve actually been easier to have ordered through a delivery app. At least I could have requested a refund.On top of that, despite them having my order in black-and-white right in front of them, it still took ten minutes of explanation for them to finally realize that I actually ordered (and PAID for) THREE sides instead of just ONE. Apparently, since all of the orders were for the exact same thing, they somehow missed the fact that the order said “x3”, which means I ordered THREE of the same thing. Either the employees need to be trained on this, or their website checkout needs to be redesigned. It’s ridiculous that I had to PROVE what I ordered and paid for. Two different employees were ADAMANT that I had only made one order, until they did the math themselves and realized that I had INDEED paid for 3!Either way, it didn’t matter because I still did NOT receive my refund. It 's disheartening when a simple request for what 's rightfully mine turns into something like this. They made a mistake and forgot our sides – I get that. It happens. But the fact that they seem to have no way whatsoever to account for the possibility of this happening is crazy to me. There was zero accountability. It’s like they just said, “Oh well!!” and threw their hands in the air. No attempt whatsoever to rectify the situation. The guy who hung up in my face also left a terrible impression of this restaurant. As a business, that is NOT how you handle a dispute. As a person who values integrity with a huge emphasis on customer service, I expected more from a business where I’m spending my hard-earned money. If it had been my own business, especially knowing that it was MY mistake, I would have done what I could to satisfy the customer and worried about the logistics later. Instead, they put logistics ahead of customer service, and as a result, have lost a customer."
