Posted in the Warwick Forum
#1 Aug 4, 2010
Drove all the way from Monticello, almost an hour and a half, to try this place out. Usually go to "Old San Juan" restaurant in Greenwood Lake. Should have stuck with them! Won't make this mistake again!!
Ordered the pernil with rice and beans, maduros and mofongo. When I got the order (to go) I asked the waitress if everything was in the bag and she assured me it was complete. Was sooooooooooo looking forward to this meal. Being that it was 90* outside, I kept the car windows down so as to keep the food warm on the ride back to Monticello. Got back, opened bag - NO RICE AND BEANS!!! How the heck am I supposed to enjoy a good Puerto Rican meal without rice and beans. I called to complain and "Cody" seemed more interested in accusing me of blaming him, which I was not, than of the mistake they made. Get this - he offered to deduct the rice and beans from the bill. Oh yea, that 50 cent deduction is surely going to rectify the situation. I told him I wanted to speak to the owner. Owner to call me back, which he did later on in the evening. Bill (Leech), the owner, was very quick and somewhat terse, as if he was bothered that someone had complained. He asked me what he can do to make things better. I told him that since I had to cook rice and beans and in the interim the pernil got cold and I had to microwave it (YUCK!!!), the meal was ruined, I thought refunding my measly $24 bucks would be fair. He said he would not refund the amount just for rice and beans; that he would refund half of it. I told him, you know what, keep the money as it's apparently more important to you than customer satisfaction. I informed him that in my business, if my client is not 100% satisfied then that client gets 100% of his money back. Bill's reply was that, "this is a different sort of business." End of conversation.
You live you learn. I will NEVER go back to this place again, I don't care if it's the only place left on earth to eat in and it would be my last meal. I'll drive the extra 20 minutes to Old San Juan restaurant in Greenwood Lake, where the owner is authentic Puerto Rican, not just married to one and they are honest and respectable people whose main concern is making the customer happy, and they always have, every time we drive down to satisfy our gnawing addiction to Puerto Rican food. Their restaurant may not be the fancy shmanzy place Coquito is, but in it's simplicity and good food and honest people, it is by far a much more authentic Puerto Rican experience. Bill, take your fancy shmanzy place back to Manhattan where you'd fit in just right.
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