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1.3

Unresolved issue for food that was not received from the drive-thru. I called immediately once I got home.

When I called, I was told by Margarita that I could come in and pick it up and she took my name. We came back about 3 weeks later (April 10th) and when my husband spoke with her inside at the restaurant she told him that he couldnโ€™t get his food anymore because it was more than 3 days. I was never told by Margarita that we only had 3 days, otherwise, I would have come in sooner. She gave us a lot of trouble and my husband became visibly upset.

Margarita then told my husband that she would call her manager to see if they can do anything, and she told us that her manager told her no, we could not get our missing food item. (I should also add that we werenโ€™t only there to pick up the missing food item, but also to order other food. I believe that the manager she called was the same one that we also spoke with this morning. Please read this email further to understand our run-in with the store manager.) It was only when my husband got upset (on March 15th) that she offered to give him his 7 piece stuffed jalapeรฑo poppers.

He declined to take the food because he told her that it took all of that (for him to get very upset for other workers and customers to see) for her to help us the way we should have been helped to begin with. We have both been longtime customers of this particular JIB, since we were both born- we are both over the age of 40. We had my original receipt from my intial order of not receiving the right order (dated March 15, 2018) and I wrote down all of the information that was given to me by Margarita who was also the person I initially spoke with by phone when I realized my order was not right on the back of the receipt. My husband had my original receipt with all of the information and she still would not honor it even as the contact person for this.

She took the receipt and when my husband asked her for it, she said that she put it in the safe and that if he wanted it, he would have to come back- that infuriated my husband (who never gets upset) even more. My husband then called the next morning (April 11th) and spoke with a supervisor, David who was apologetic and offered my husband a free meal when he came back to pick up the receipt. My husband then politely told David, โ€œThank you, but like I told Margarita the other night, I no longer want to give you our business, even with a free meal.โ€ David apologized again and told my husband that heโ€™s at the restaurant from 8-4pm during the week and that he can pick up his receipt and free meal. We came in this morning (April 13th, about 8:25am local time) and when we asked for him, they said that they had to look for him because he was fixing the meal board.

As we waited, a woman approached us and asked if she could help us and we said that weโ€™ve been helped and thanked her. She looked annoyed and then still proceeded to tell us that she was the store manager (her approach did not seem like it at all, she was very rude) and then she asked if we were waiting for David (we never told her that, only that weโ€™ve been helped) and when we replied yes, she then said, โ€œIs this about the jalapeรฑos?โ€ We again answered yes and then she just said, โ€œOkay, heโ€™ll be here.โ€, and just looked like we were a waste of time and left. David came in just minutes after and politely told the worker behind the counter to give us a free meal. We declined, but I did ask since we paid for food that we never got, if I could have a refund.

David looked like he wanted to help but didnโ€™t have the authority to so he asked the lady (again, never got her name this morning, only said she was the store manger, a Hispanic lady maybe in her 30โ€™s) who told David no, we canโ€™t have a refund. Honestly, because of all the trouble that we have had over a food item only priced $3.99, I didnโ€™t expect to get my refund so when David told me that he was sorry but he couldnโ€™t give me a refund, I politely said, โ€œNo problem.โ€ I only asked because I paid for an item I never received. Furthermore, my husband Godfrey initially told Margarita, โ€œI know you recognize me, I come here all the time.โ€, she said that yes she in fact did recognize him. That said we felt as if they thought we were trying to cheat and steal food from them.

When we gave them the receipt, it was neatly kept and taped on our kitchen wall with blue painters tape. They had it for only 2 1/2 days, it looks all beat up.

I have attached pictures of both the from and back of my original receipt. I hope you can call either myself, or my husband: {{Redacted}}

Thank you for your time.

Joyce C.

Reason of review: Order processing issue.

Location: 780 Marina Blvd, San Leandro, CA 94577, USA

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