ComplaintsforAlpaca Peruvian Charcoal Chicken

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/26/23 at the **** *********** location I placed a meal order for roughly $45. We provided our order to two different employees, twice. We confirmed it was a dine in order multiple times. Roughly 3 minutes later they bring yucca fries in a to go box and bag, another **** minutes later they bring black beans and Maduros (plantain) each in to go containers and in ***********. We proceeded to tell the employee our food is to eat there in the restaurant and he assures the entrees will come out properly. Roughly 5 minutes later we receive our entrees in a container inside of a to go bag. We were very frustrated because it felt as though the employees didnt listen and didnt want us eating in store. After opening all the food we find that the tortillas we ordered were missing and my husband informs the same employee at the register. He then says he didnt ring those up. At this point the service was so bad and our food was getting cold because they didnt deliver everything together, we decided to request a full refund as we couldnt eat the food. The employee took a while to discuss the error with his supervisor and came back to inform us that she would like us to wait for a full meal replacement or coupons for the next time we come back. We decline and inform her that because we are not eating the cold food we would like our money back so that we could continue with our night. She refused and rudely told us she couldnt. When I told her that was the only outcome we would accept she then proceeded to take my card to refund us. She spent ***** minutes and still did not refund our funds for the meal/services we didnt even get. I have not received a refund and I have not heard back from the company, but I am also not confident that I will because it was hard to find any corporate contact information. At this point they have stolen my money and the employee mocked us in front of others in Spanish/English

  Business response

  01/27/2023

  Hello *****,

  We have received and read both your private email & the concerns you shared here. Thank you for making these concerns known and giving us a chance to make things right. 

  We appreciate you sending someone into the store today so we could issue that gift card on your behalf. Don't hesitate to email us at ***************************************************** for any additional feedback. 

   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The business is Alpaca Peruvian Chicken in *******,NC. I purchased a whole chicken on July18,2022, with sides, rice, black beans, tostones..and Purple drink. My order came to $35.82and I am requesting my refund because the chicken cutter did not have on gloves and bean juice was spilled all over the container,( health alert with Covid) and she used her gloveless hands to wipe the juice off which was nasty and disgusting. I told her what are you doing, use a towel not your hands. So unsanitary and disgusting; I also inquired about the Purple juice, if you get refills, I was told you get refills and the chicken cutter and manager only gave 1 refill in a cup not a glass, while I tried to eat at the table but couldn't, and I wasn't feeling well, the manager and chicken cutter were rude and lied to me so I would purchase the purple drink which was misleading saying you get refills and rejected me and stated just (1 )only, but didn't state that prior to purchase of drink. The chicken cutter yelled in presence of customers and stated to the male employee don't give her a refill and I stated I spent over $35 and come here frequently to eat. I discarded the food and visited the ER, not feeling well,.and taking care of medical needs. This environment was not welcoming, and I didn't deserve to be mistreated as I gave them business when I ate their frequently. The chicken cutter displayed a bad disposition and the manager exhibited an unfavorable disposition too. I don't think I will eat at this location again and I am requesting my refund of $35.82. Sincerely, ****** ********

  Business response

  08/16/2022

  Hi There,

  Thank you for letting us know. We have tried several times to reach out to resolve this as quickly as possible and have reached out several times but have not been successful in reaching the contact. Please email us at ********************** for further assistance. Thank you again.

  Customer response

  08/16/2022

  
  Complaint: ********
  
  I am rejecting this response because I have not heard back from this establishment.

  They could text me at ************ and leave a number where we could resolve the issue or they could contact me through email at **********************. I highly suggest they make a concerted effort to reach out and refund my money from the previous correspondence.  Thank you. 

  
  Sincerely,
  
  ****** ********

  Business response

  08/19/2022

  This complaint has been resolved. 

  Customer response

  08/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Please review my attachment and final response here:

  Alpaca Peruvian Chicken has always been “one of my Favorite” places to eat. The food is amazing and I eat there quite frequently. 
  On July 18, 2022, I had a disappointing experience and was caused to rethink the “High Standards” that I thought of Alpaca Peruvian Chicken. I had been misled in their policies and witnessed firsthand the unsanitary care the employee took with my food.
  I felt compelled to reach out to the Better Business Bureau. The Director of Operations for Alpaca reached out to me and apologized for the unprofessional conduct of both the Lead Manager and employee, who were on duty July 18, 2022, during this unfortunate incident.
  The Director of Operations was explicit and adamant about the “High Expectations and Standards” that are in place for employees to abide by and it’s unacceptable to do things below Alpaca’s Standards.
  The Director of Operations conveyed that he would be monitoring the cameras, and addressing the staff on how he expects the operations continuously to be run. I was given his contact information if encountered future issues.The Director of Operations requested that I stop by at my convenience for my refund when in the area. 
  The next day, I called the Director of Operations and informed him that I was at the location and request to retrieve the purple drink that I was denied by the previous Lead Manager and employee. He was very polite and told me they would take care of me; just let them know what I need. He was also enroute to Alpaca while I was there, but knew I wouldn’t be there when he got there because I had other errands.
  As I entered the restaurant, there was so much “Positive Energy” from the employee members.They greeted me, and they all had on gloves.The restaurant was welcoming and inviting and very clean.
  The Manager over this Bistro gave me my refund of $35.82 and purple drink in a cup that was initially denied by the Lead Manager and employee. I informed the Manager about everything that transpired in her absence and she was very disappointed about the mishap.The Manager apologized for her employees’ behavior and expressed that she runs her Bistro with “High Expectations.” I have a good rapport with this Manager (I said to her, you are the good one). I will honestly say that she is a Problem-Solver and a Stellar Professional. I told her if I had been given a refill I would not have asked for a refund and it would not have come to this.
  The Director of Alpaca and Manager are on the same accord because the “High Expectations” reflect this when I was welcome with good Hospitality and great Customer Service. I look forward to dining there again in the future.  Thank you.
  
  Sincerely,
  
  ****** ********

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