"Feeling unsatisfied with this response, I decided to visit the restaurant in person after finishing our meal. Unfortunately, I was stopped at the door for 34 minutes before finally being able to speak to the manager. Despite the restaurant not being busy and having enough staff on hand, the manager initially tried to blame a part-time worker for the missing cookies. I found this unprofessional and lacking in accountability.
I requested a full refund due to the inconvenience caused, but the manager claimed she couldn't authorize it and that the general manager would have to do it on Monday. Unsatisfied with this response, I asked for the general manager's name to be written down for me. The manager then proceeded to cancel my entire order in order to issue a refund. I will be checking my credit card to ensure this has been done.
Overall, I was disappointed with the lack of customer service and accountability at this restaurant. I will be visiting the general manager on Monday to see if they can convince me to continue patronizing their establishment. In my line of work, such behavior would result in a final warning before consequences."
