Red Rooster Foods

Susanne Jones
Delivery: 4 Jan 2020 at 19.00
order no: [protected]

Please see the following:

My issue is not with the delivery service nor with the girl from menulog. The delivery guy was prompt, well presented, polite and cheerful. I believe his name is Ethan.

My issue is with a store which not once, after numerous attempts, answered its phone. Not once replied to a message left by me to the store. My order totalled $93.57- which should be irrelevant in regard to customer service-and I am seriously disappointed in the service we received.

While I appreciate the attempt made by the staff member from menulog I am disappointed as I mentioned on occassion we live 10 hours away and do not have access to a red rooster store, so while I appreciate the offer of a voucher, it means very little.

The family we have been visiting often visits this particular store and are equally disappointed in the service. if the store had of answered one of the calls made and delivered the missing portions of the meal, all would be fine.

Chat Transcript with Susanne Irwin-Jones

Chat started on 04 Jan 2020, 09:11 AM (GMT+0)
(09:11:19) *** Visitor [protected] joined the chat ***
(09:11:20) Visitor [protected]: I am on the page "What should I do if the food received is not what I requested?"
(09:11:22) *** Aiahna joined the chat ***
(09:11:25) Aiahna : Hi.
(09:11:34) Aiahna : For me to assist you better, can you tell me more about what happened?
(09:13:14) Visitor [protected]: Hi I have attempted to call the NARANGBA Red Rooster twice. We have received hot food, quickly with a lovely driver but did not receive all our meal. Not happy as i paid nearly !00 dollars for it and didnt get it all.
(09:14:37) Aiahna : I can assist you with that.
(09:14:41) Aiahna : May I please have your name, order number, and phone number linked on the order?
(09:16:37) Visitor [protected]: Great. Susanne Jones. [protected]. order no:[protected]. I am short the crunchy coleslaw and 4 corn cobs included with the mega meal. We have kidlets and they are not happy
(09:17:12) Aiahna : Thank you for providing the details. Please allow me 2-3 minutes to look into your order.
(09:18:40) Visitor [protected]: Great. we also did not receive Sweet and Sour Sauce.
(09:22:42) Aiahna : Thank you for staying online.
(09:22:56) Susanne Irwin-Jones: no worries
(09:23:17) Aiahna : What I can do, I will generate a voucher for you worth $40 that you can use straight away on your next order. I will send it [protected]@bigpond.com.au. It should be on your inbox within the next 5-10 minutes.
(09:24:22) Susanne Irwin-Jones: Thats fine. Can i use that voucher any where as I actually live 10 hours away and do not have a red rooster
(09:26:18) Aiahna : Yes, you can use it at any restaurants.
(09:26:41) Aiahna : Please ensure to read the email as it will include the set of instructions on how to use the voucher.
(09:29:41) Susanne Irwin-Jones: Ok. Will do. While I would like to say the meal is nice, food was delivered hot and delivery prompt with a lovely delivery guy WE are disappointed we did not get all the meal and could not get in contact with the store direct. While a voucher is fine as compensation it does not replace the fact that members of my family missed out on portions of their meal.
(09:32:57) Aiahna : I understand your frustration about this.
(09:35:04) Aiahna : Have I helped you with everything today?
(09:37:29) Aiahna : You can also leave a review for the restaurant.
(09:37:30) Aiahna : Here's the easiest way to leave a review: 1. Go to the Menulog app/website and log in to your account. 2. Click your profile on the upper right corner. 3. Go to Orders. 4. Click Details button of your order. 5. Click Rate your order.
(09:38:02) Susanne Irwin-Jones: Im guessing this is all you can do. I am disappointed we did not receive all our meal. Thank you
(09:38:38) Aiahna : May I know how would you like this issue to be resolved? Would you like to have it delivered again or just a refund for the amount?
(09:40:58) Aiahna : It looks like I have not received a response from you. Are you still connected to this chat?
(09:42:48) Susanne Irwin-Jones: I was concurring with the family. Its too late for a re- delivery and the store did not answer the phones. A refund would be preferable. thank you
(09:43:38) Aiahna : Alright, so I will go ahead and process the $40 voucher for the missing items. It should be in your inbox within 5-10 minutes.
(09:43:47) Aiahna : Have I helped you with everything today?
(09:44:58) *** Chat Rating request has been sent. ***
(09:45:07) Aiahna : Your feedback is important to us so please stay online to rate my service. We would also appreciate if you could answer the survey that will be sent to you via email. Thank you for chatting with Menulog. Goodbye!
(09:46:51) Susanne Irwin-Jones: Aihna. i would presume you have helped as much as you can. Go ahead and send the voucher. Obviously it will be no good for me to use as I have already mentioned we do not have a red rooster. THANK YOU
(09:48:05) *** Aiahna left the chat ***
(09:50:18) *** Susanne Irwin-Jones has commented: The staff member who assisted with my query was polite and prompt. I would presume she did as much as she was able. Am I disappointed with the outcome - yes. While a voucher is fine, it is absolutely no good to me as I live 10 hours away and do not have access to red rooster. ***
(09:51:29) *** Susanne Irwin-Jones left the chat ***

NAME Susanne Irwin-Jones
EMAIL [protected]@bigpond.com.au

PHONE —
LOCATION North Lakes, Queensland, Australia
URL https://www.menulog.com.au/help/

DEPARTMENT Menulog-new
SERVED BY Aiahna
RATING —
COMMENT The staff member who assisted with my query was polite and prompt. I would presume she did as much as she was able. Am I disappointed with the outcome - yes. While a voucher is fine, it is absolutely no good to me as I live 10 hours away and do not have access to red rooster.

Susanne Jones
[protected]@bigpond.com.au