Delivery
No
Payment
Credit Cards Accepted
Parking
Garage
Good for Kids
Yes
Attire
Casual
Alcohol
No
Reservations
No
Cuisines:
Mongolian BBQ
Price Point
$
$ - Cheap Eats (Under $10)
$$ - Moderate ($11-$25)
$$$ - Expensive ($25-$50)
$$$$ - Very Pricey (Over $50)
WiFi
No
Outdoor Seats
No
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04/23/2024 - MenuPix User
05/20/2011 - Jayk
Customer complaint
To whom it may concern,
On the evening of May 18th 2011 at 7:15pm my girlfriend and me were given the worst customer service we have ever witnessed and been involved in.
It started with me and my girlfriend going to our regular place to eat on a random night, American Mongolian food. (May I point out that this has been a very regular place for us to eat. In fact after this incident and going through the process of gathering our information on how often we eat there, my girlfriend and I realized we have been at your establishment over 17 times between the two of us according to our bank statements. The mall is a place we go to enjoy our time together.)
We proceed to do our regular Mongolian routine. We approach the cashier on duty and someone we are VERY familiar with. She also recognized us because after the incident that I’m about to describe, she had made a statement to the security guard that my girlfriend and I “come here all the time”.
Since Mongolian is famous for having a LOT of food on one plate, we did not see the point in buying two plates. We ordered and our total was in the range of $11. I asked, like I’ve done every time we’ve gone there, for the bill to be split. This time however the same cashier who’s always done it for us claimed it could not be done this time. I then simply asked why and she claimed that the manager doesn’t allow it.
Working in customer service myself, I know you can split payments on any form of credit machine. I proceeded to question her claim by asking, “Well we have done this many times in the past why aren’t we unable to do it now with 7 on my card and the rest on my girlfriends?” Her reply was “that’s not my problem”.
WORKING IN CUSTOMER SERVICE you never EVER tell a customer it’s not your own problem and blow them off. This angered me greatly. I understand that businesses get charged every time you use a different card, but given the fact you have a lot of business, I didn’t see the point of her defending the 12cent charge.
I then gave my own personal opinion and said “I think I understand, it’s because your guys are cheap” (now realizing that probably wasn’t the best approach to take as I was very angry) Her reply then was “you are”. In shock I repeat myself, and she comments back “You’re the cheap ones…. you are the one only buying one plate for two people.. You’re the cheap ones”.
Angry beyond belief I tell her to shut up. I feel what she was saying was COMPLETELY unprofessional and the fact that she was arguing back with me blew my mind. Her reply this time around was: “no you shut up!” I continue to tell her to shut up raising my voice every time while she stands they’re arguing with me. Finally I scream (again I apologize) “SHUT THE F**K UP AND DO YOUR DAMN JOB”.
I feel this woman should not have aggravated me to this point in the first place. Her reply again is: ”NO YOU SHUT UP”!! Finally having enough of this ridiculous service I walk out of the place heated and upset to allow my girlfriend to finish the transaction while I sit outside.
Your counter person then calls security and tells them the story of the incident. Once they are done getting her side of the story, me not ready to talk, my girlfriend talks to security on my behalf. Security then talks to the other customers and they tell my girlfriend and our friend Stephen, that was with Janet, that we were in the right and she had no right at all to talk to us like that.
The security guard then took us to customer service to fill out a complaint form. Once we complete the form I ask for three copies due to the fact no one would see that note until the end of the week. Stephan, our friend, went and asked the cashier for her name and she refuses to tell him.
I then take a copy and request a manager on duty. She claims that the manager is not there, and will be returning at 9:00pm (closing time) so I told her that I’d be back at that time and go to eat my dinner.
My girlfriend and I are finally relaxing and enjoying our dinner when we see the cashier and cook come outside and begin to converse with 3 random Mexican women 2 with kids, two very big, and 1 around the age of 17. They converse for quite some time and keep looking over at me (my girlfriend was facing the other way) and after about 20minutes of talking; the 3 Mexican women begin to walk over to my table.
These Mexican women stop about 20 feet away from us and started making a phone call. When they continue to stand there and look straight at us, with us being the only people around that area, I decide for my girlfriend’s safety and mine, to enter the Forever21 store and request to have security come to the front.
As I am in the store requesting security they get very close to my girlfriend to the point where she can hear their conversation. Apparently they didn’t realize my girlfriend speaks fluent Spanish and heard everything they were saying. Whomever was on the phone, they were giving a complete detail of my girlfriend and me to them of what we looked like, what we were wearing and where we currently were. I told security what had happened and asked for an escort so that my girlfriend would not be in any harm.
Now not only was I treated poorly at the counter in your restaurant, told too shut up, lied too about things, I was also in fear for our safety when she involved her own personal friends and or family by giving out our description to unknown people on the phone!! This is not what I expect from when I go out to eat with my girlfriend.
What your cashier did, involving outside family or friends and giving out our discription and personal information, for further harassment or harm, etc. did NOTHING for your restaurant but put fear into everyone there having to witness what we were going through. There were many people witnessing this. I can’t imagine what it would do to your business and bottom line profits if your having people in FEAR to complain about their meal, cost, etc. by having your cashier taking out “hits” on people who have a complaint. Security again was involved as well as people questioned about her actions, so her actions have been well documented.
So I have taken the time to get this information out there to not only help my situation but to insure no one else will have to go through this ordeal. What I am looking for from this is a Formal letter apology from the cashier, and to know me and my family, and my future family with my girlfriend do not have to be in fear when we walk around the mall.
As customer service representative myself, you are supposed to be able to deal with this situation professionally not irrationally. I apologize for the anger I exposed to the people around, but after talking to mall security I learned that the customers also disagreed with how she dealt with the situation. I also took the time to look back on our purchasing records and HAVE a receipt and bank statement showing the split cut purchase from Mongolian grill. We are in a recession; I think any service or payment method should be taken regardless of the issue.
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