Before I get into my rant about Giant Orange, I’d like to say that I finally heard from a representative of iHOP (see my prior rant about its customer service). I was pleased with how the conversation went and am now waiting for the rep to make good on what he promised to send me as an apology for how iHOP dropped the ball in this case. They just may get my business back after all!
Now for Giant Orange. This small restaurant is located on Howe Avenue in Sacramento. It’s a bit of a throwback to fifties style food. I had seen it many times before I finally decided to check it out during my weak food eating habits period in the first quarter of 2014. One of the reasons I wanted to try them was that I’d read about their thick chocolate shakes. I was craving a really good shake in January and figured it was as good a time as any to go.
Basically, I was happy with the experience. The server was nice, the food was good, and the shake was awesome. Then I discovered a coupon for Giant Orange through Amazon Local that I just couldn’t pass up. When I went in again to take advantage of the coupon, I had a tentative game plan in my mind. Now, I have to take responsibility for my role in the miscommunication that followed because I failed to read all that small print in the coupon. I had read all of the other requirements, but just missed the rest.
I told the server that I was trying to figure out the cost so I could get my biggest bang for the buck with the coupon. She knew exactly what I was talking about and offered to ring it up without finalizing it so I could see what the total was. I thanked her and waited for her to return, only when she did, she came back with food. I was surprised. I just wanted the total. She finally gave me the total so I actually refused what she’d brought, apologetically, of course, and ordered something that would give me better use of the coupon.
The server was nice about it, brought me my corrected order, and service proceeded. However, I didn’t see much of her during the time I was eating my meal. The problem with that is that the shake was not as well made as the first time I had it. It had melted and was just a light liquid by the time I got to the last half. I wasn’t happy about that, but with her not around, couldn’t say anything. Then she showed up and brought me my check. I was shocked. It was a few dollars off what she’d said and that was because of how the tax is figured into the coupon usage. She knew this but neglected to point it out, even though I had expressed my desire to get the most out of the coupon. Again, I should have read the fine print, but once she acted so knowledgeable about the offer and then said what she did about getting me the total, I figured everything was good to go. I should have stuck to what I had in my head before entering the restaurant. My mistake.
I was so upset I left and didn’t leave her a tip. I figured that made up for my missing out on the full scope of the coupon. When I got home, though, it was nagging at me, so I called and asked for the manager. The man came on the line and confirmed for me that he was the manager (I always make sure that when someone comes on the phone they are who I asked for). I told him what happened. He gave me an explanation for the milk shake problem and apologized. He also told me I should have said something during the meal. I agreed, but added I was just so upset by it and again, the server wasn’t around much during my meal for me to say anything. I was surprised he didn’t tell me to come back another time and he’d make up for it. Instead, he kept saying that he wished I’d said something while I was there so he could help. I thought it was odd, but the conversation ended.
Later on, I decided to drop in the restaurant for one more meal. I thought I’d talk to the manager in person and see if he’d make up for what happened with me there on the spot. Well, when I asked for him by name, I got funny looks. Turns out I had talked not to the manager but to one of the cooks who took it upon himself to say he was a manager. I wasn’t happy about that, of course.
I then had a conversation with the person who was in charge that night. I went into detail about what happened. In the course of that conversation, he agreed to give me a free shake and 10 percent off the tab that night. I was happy with that.
I had my meal. The food was good and this time, the shake was exactly what it was supposed to be. When I got the bill, though, I was charged full price with no discount. When I asked about it, I was told that my issue was with the shake and I was given a replacement.
You guessed it. I wasn’t happy anymore. I walked out after paying my bill and have not returned since. Good food is awesome, but Giant Orange lacks integrity. First, I’m lied to by a cook who claimed to be a manager. This explains why he didn’t offer to make good on a future visit. Then when I do go in, I am told one thing, but essentially lied to, because the agreed upon resolution was something they reneged on. What was I to do?
I am a big believer in integrity, so while I miss the Giant Orange’s delicious shakes and food, I refuse to fork over another dime to a business that would lie to a customer, not once, but twice. It’s a shame because I was looking forward to eating there as a treat for myself from time to time. Now, I just drive by and think about its lack of integrity.
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