Very mixed experience with seriously questionable, - Russ & Daughters Brooklyn - Buy Reservations
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🤢 2/5 - Very mixed experience with seriously questionable,
By 👻 @Julie B., 01/03/2022 3:00 am
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Very mixed experience with seriously questionable, stressful customer service. After the sudden death of a dear friend, I wanted to bring a platter to a shiva call. I read the website and it seemed I needed to call in order to order catering (and that shiva calls were exempted from the 3 day lead time - I was in fact calling with 5 days' notice, so even though it was the holiday, I assumed it would be fine). I called, and Rebecca, the catering manager fibbed and said I could just order catering online.I spent 20 minutes looking and couldn't for the life of me find where to order catering through the online system. I called back, reached someone else and was told that the ONLY option was to order online because due to covid, they would not be able to provide any catering. I begged, I pleaded. A vague sense of sympathy but decidedly unmoveable.So, I went ahead and placed the order and went out and purchased platters to prepare it further myself. Then, 2 days before the delivery, I received a call from Rebecca, who said my order date would no longer work and I had to call back to rearrange, not leaving a number or extension. Their phone system was changed to remove the option to reach someone for ordering so I spent 15 stressful minutes pressing numbers at random trying to find a way to get through to someone in the store, thanks to Rebecca's careless disregard and lack of effort to make things right.When I finally reached her, she was SO RUDE. Couldn't care less. I explained that I don't have a car and was planning on picking up the food on my way to the shiva call and now would have to take an additional 2 hours to get to the Navy Yard on New Year's Day to pick up the order. She was awful. Wouldn't waive the delivery fee. Then, she entered the date in wrong and set the order up to be delivered on the 31st at a time when I wasn't even home. Again, frantic calls, and finally, got through to someone else, who fixed the delivery and admitted this whole fiasco was exactly that. A total lack of care from start to finish.Guess what? Their fish is great, so that's the only reason this isn't getting a 1 star review. It makes me mad to admit it, but I will because that's what most people care about. Their rugelach was good, not great. I couldn't order bagels since they wouldn't be fresh. But no platters, no extra stuff to have with the fish, and the WORST CUSTOMER SERVICE I have experiences in a very long while. Covid or not, treat me like a human being. They didn't. Rebecca didn't. I hope someone at the location will actually read the review since she made very clear that complaining would do nothing since there was noone else to ask for help. I certainly will never rely on them in the future for any catering.
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