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Response from the owner
hace 2 meses
Adam, thank you for taking the time to write this out in detail — this is exactly the kind of feedback we need to hear, even when it's hard to read. We are genuinely sorry for your experience and want to address each point directly. The greeting you described is not how we want any guest to feel walking up to our window. A warm welcome is non-negotiable for us and we clearly fell short of that. The pickup confusion is equally on us — when a guest is standing at the window and not being acknowledged, that's a service failure, full stop. On the food — the burger being dry and the cheese fries not meeting your expectations are both things we take seriously. Our cheese fries feature our Gotham Sauce, which has a distinct flavor profile that isn't traditional cheese sauce — that's something we should be communicating more clearly upfront so guests know what to expect. We won't make excuses. This visit didn't reflect the standard we hold ourselves to and we own that completely. We'd genuinely welcome the chance to make this right — please reach out to us directly at (585) 946-8426. — Gotham Halal
