- Report: #920047
Report - Rebuttal - Arbitrate
Complaint Review: Wahoo's Fish Tacos
Wahoo's Fish Tacos2855 Pullman Street Santa Ana, California United States of America
Wahoo's Fish Tacos Catering Nightmares with a Fishy Business Santa Ana, California
*Author of original report: Update 8/3/12
*Author of original report: Update 8/2/12
*Author of original report: UPDATE 8/1/12
*Author of original report: Update 7/31/12
I have spoken to Ellen Orbe , my best franchise operator about the incident. she personally took care of your order , made sure that everything was delivered , gave out her cell and email for contact purpose and no one ever reached out to her about the incident . She is my right hand person for the last 5 years , we just did the California Junior Lifeguard Championships ( 2500 kids ) and are catering the Irvine Company annual meeting for 1,500 employees . she has never missed a single catering with or without me , and her father who is in charge of franchising has already given you some compensation , which is way more than I would offer . so please let me know if you need any further assistance
Wow! Where did this CEO learn about customer service? Apparently his people are so good that they never make mistakes. In fact, what little they did offer us in compensation is way more than he would have offered!
Here's my reply back to him.
Dear Mr. Lam,
Ms.Orbe did not deliver our order. My wife met with her once to explore having Wahoo's cater. At that time, she only gave my wife a catering menu with her email address written on it in her handwriting. No cell phone. We still have that catering menu.
My wife actually placed the order on a later date with Zack. He gave my wife the impression that Ms. Orbe was in Huntington Beach and my wife was thinking perhaps she was no longer involved with the Temecula franchise.
We had no way to get in touch with anyone on the day of the delivery (July 4th). The store was closed. Roger (who delivered the order) never gave us his cell phone. We brought this matter to Roger's attention the very next day when we dropped off the catering boxes. Roger was given my wife's name and number. He told her he would provide her information to the appropriate people to handle.
In response, we've only received the one email from Tom Orbe which I've sent you a copy of. I replied to it on 7/15 and have not received a response back. This is why I escalated to your attention. I think my response to Tom Orbe was a reasonable and I expected a timely response back which I did not receive.
Everything was not delivered on the day in question and I don't understand why our integrity would be questioned in this matter. That's very shocking. We're assuming one of the other customers received our carnitas that day and we received what appeared to be extra tortillas so perhaps the other customer was shorted tortillas?
As for compensation, we haven't been offered anything. We were shorted 1/3 of the meat we ordered and we were only offered a discount on a future order. That makes no sense to me. We didn't get what we paid for and we are at least due a 1/3 refund. That is what I wrote to Tom Orbe who didn't respond back.
Given our experience, the lack of response back, and the attitude that somehow we're wrong about this situation and everything was properly delivered doesn't really incentivize us to consider Wahoo's for future catering. For us, it's not about the money, it's the principle. We expected to be treated fairly and that there might be some ownership and consideration for the fact that we were not able to fully feed our guests which would be upsetting for any customer.
Wahoo's lack of empathy and unnecessary defensive posture regarding this issue is shocking.
As CEO, if you're satisfied that this matter has been appropriately handled I guess there's nothing more to say.
(Thanks Ripoff Report for giving us a forum. Organization typically set the standard for customer service from the top down. To have a CEO respond to a customer complaint this way is indeed shameful. Moral to the story - make sure you audit all of the food before allowing the delivery person to leave the scene and don't count on companies to understand what good customer service is all about.)
This report was posted on Ripoff Report on 07/30/2012 10:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/Wahoos-Fish-Tacos/Santa-Ana-California-92705/Wahoos-Fish-Tacos-Catering-Nightmares-with-a-Fishy-Business-Santa-Ana-California-920047. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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