I bothered returning to yelp to share this one, as it was the kind of experience I would want to know about before I embarked on a journey to Wood and Vine in Hollywood.
We went to Wood and Vine, which we had dined at before, last night because Ace liked their chicken and waffles. She was full from other shared plates by the time it arrived, so she asked for it to be boxed and took it home. We put the box, in its carrier bag, into the fridge for the night.
This morning Ace went to eat her breakfast of chicken and waffles, only to find that it was chicken, waffles AND DEAD ROACH. Horrified, we sent them the photo on fb and twitter and requested they contact us- I know they’re open today serving brunch.
Having not yet received a reply, I called a short while ago and asked to speak to a manager. I explained the situation, and the manager accused me of putting the roach in the food myself. He said there was no way it came from there. I was clear that it was in with the food when we opened the package, which had been untouched since leaving their restaurant. It wasn’t alive, or even a whole creature, just the bulk of a body, so there is no way it crawled in from somewhere. He continued to deny it and accuse me of placing a bug in the food. I requested a refund, and he promptly HUNG UP ON ME.
The lack of service towards customers that I just experienced is deplorable. Sure, maybe you don’t want to believe your restaurant has bugs like it clearly does, but shouldn’t you have the decency to treat a customer respectfully? Who the hell HANGS UP ON CUSTOMERS who are asking to be refunded for a cockroach in their food? I promptly called the bank and disputed the charge, and I imagine the health department will be interested in this issue as well.
After reading our yelp reviews today, the owner both had the manager call and refund us, and emailed me himself. He said he was mortified by the situation, and would do everything possible to make sure it never happened again.