What's protocol if a restaurant gives you 100% the wrong order for to-go (not realized until home)?

[Anonymous]

Anonymous wrote:

Anonymous wrote:This has happened to me. They gave a free order of the missing item on my next order.

Except it’s not a free order of you paid for it and it wasn’t in your bag. I want more than the replaced missing item.

Neat. I want a pony.

[Anonymous]

When we have had this happen, we just ended up eating what we got. Usually it was onpar with our order so while it might not be what we wanted we were hungry, we didn't check before we left, so we ate it and didn't bother mentioning it.

[Anonymous]

I think the obligation to ensure your order is reasonably correct before you leave is yours.

If you want to take the time to drive back for a refund or a remake then you can and they should do that. But called and asking for a refund is a no.

The exception would be if your order looked correct on glance but was very wrong. Like your burger was covered in mayo and you said no mayo. I don’t think expecting people to take apart their order in the lobby and and sample it is reasonable. So in that case, yes I think called for a refund is ok.

[Anonymous]

You can't realistically go through a big family order at the bar or hostess stand or whatever they're using for a to-go area. And often the bags are stapled.

[Anonymous]

they refund the entire order and also send a certificate for a new dinner

[Anonymous]

Anonymous wrote:I think the obligation to ensure your order is reasonably correct before you leave is yours.

If you want to take the time to drive back for a refund or a remake then you can and they should do that. But called and asking for a refund is a no.

The exception would be if your order looked correct on glance but was very wrong. Like your burger was covered in mayo and you said no mayo. I don’t think expecting people to take apart their order in the lobby and and sample it is reasonable. So in that case, yes I think called for a refund is ok.

wrong, follow the doordash model, you do not check the bag as it should be sealed and anything wrong gets refunded

[Anonymous]

When I used to work at a pizza place...

Customer Calling: "Hi...you delivered the wrong pizza to my house."

Owner: "Ok! So sorry about that. We'll send a driver out right away with the correct order and pick up the incorrect food. We'll throw in a free dessert for your trouble."

Customer: "Why do you need to pick up the food? We ate it."

Owner: "We want to find out whose pizza you received so we can make it right with them"

Customer: "Ok. I don't need another pizza. I don't need you to come back. I just need a refund."

Owner: "But you ate it"

Customer: "But you made a mistake"


TLDR: it's a weird situation. The PP who said to either eat it or return it are probably the closest to correct.

[Anonymous]

This is one of those situations where you win some and you lose some. Check it when you are there next time and eat what you got this time.

[Anonymous]

Check your order before you leave.

[Anonymous]

Anonymous wrote:Okay, so I was immediately offered a full refund or credit. I wanted the refund. But it was super loud/busy when I called and as I was giving him my credit card info, the phone disconnected. Called back and no answer. So I called back Sunday. Then I received a call back late this afternoon. They couldn't just reverse the charge, they needed my credit card number - twice. In sum, it took far more effort than it should have for this credit to go through. I have now cancelled the credit card and ordered a replacement.

They can’t refund the card if you canceled it. You made it complicated. I understand your frustration, big calling when it’s busy and removing the payment method you used isn’t going to get you the result you expect.