07/13/2017Tony's Original Restaurant - Gratiot Road
I have been a loyal customer to this Tony's location (Shields) for the past 17 years. However, after the horrible customer service I received at this location yesterday (7-12-17) I will not be returning there. My daughter and her 3 friends decided they "had to have" steak sandwiches and fries from Tony's. Since I had a busy work schedule we called in the order and drove to pick it up. The bill was $46.80. I gave them $55.00 for the food and a tip for the staff that got the order ready. When they brought the food back out to my vehicle I had them check to make sure everything was there. The fries were missing. OK - no big deal, go back in and get them. The girl at the counter then proceeded to tell my daughter that she did not order them. That she could not refund the money because the manager was gone. That she was having a horrible day because she was only 5 hours into her 10-hour shift. I had a business call scheduled so I left knowing I would call and get it straightened out afterward. When I called - apparently the manager "just walked in" and I was placed on hold. After being on hold for about a minute the girl came back on the phone and stated the manager has a meeting and would call me back. No call now after 24 + hours. A problem so small could have easily been handled in the restaurant or on the phone afterward. This very poor customer service treatment has now lost this location our business. I would advise to anyone ordering takeout - to double check your order before you leave the restaurant & before you leave an $8.00 tip as a thank you for getting the order ready. I have learned my lesson and am very disappointed in how this location handles situations which could have easily been remedied.