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Response from the owner
hace 5 meses
Hi, Thank you for taking the time to leave your feedback. We’re genuinely sorry to hear this was such a disappointing experience, especially as your girlfriend is a regular customer and usually orders the Sashimi Loving bowl. We completely understand your frustration around the missing eggplant and different bowl. When your girlfriend first contacted the store, our team offered a replacement for the entire bowl as a goodwill gesture, which she was happy with at the time. When she called again to discuss the missing eggplant, she agreed to the refund for this missing item. We also explained that all selected items appear on our customer-facing order screen before payment is finalised, which is in place to help reduce these kinds of miscommunications. That said, we appreciate that this does not take away from the disappointment of receiving an order that was not what you expected. We’re also sorry to hear the rice quality was not up to standard. That is not the experience we want any customer to have, and we’ll be raising this with the store team directly to review our rice standards. While we were unable to refund the full bowl on this occasion, as the replacement bowl had already been offered and accepted, we do acknowledge that the overall experience has left you feeling let down. We’ll use your feedback to tighten up both our order checking process and how we communicate options when something goes wrong. Thank you again for taking the time to let us know. We’re sorry this visit missed the mark. Nosh Team
