A little while ago I had a little rant about the salad place Tossed. Seeing as they didn't respond immediately after getting a Google alert about my rant, I thought I'd take my complaints to them personally. I made three points:
- It was unfair to charge for swapping ingredients
- It was unfair to charge for heating up
- There's nothing close to uniform measurement (and if you get a stingy server and ask for more, you have to pay extra)
Fairplay, the owner and founder Vincent emailed me at 10pm that evening, which I have to say I was quite impressed by. He'd actually emailed earlier to let me know he was busy and would email me later - and actually stuck to his word.
The answers he gave in a nutshell were:
- Basically that the prices they charge for the ingredient groups are a mean of that group's ingredients. Tossed's worry is that if you allow people to swap ingredients from their house salads everyone will swap cheap lettuce for expensive vine tomatoes, putting Tossed out of pocket.
- It's the taxman's fault!
- Admitted fault and said he was investigating how to make it more uniform.
I'm still not convinced by his answer for number 1, but fairplay for his other answers. And we did notice they were 'tossing' our salads differently the day after our email exchange.
I got a free wrap and smoothie for my troubles and they also organised a company-wide staff discount of 10% last week, which I think was a nice touch - although I understand it's good for them, it has generated a lot of goodwill to the brand in my corner. How to win over annoyed customers, part 1. Now, for British Gas to make a similar gesture...
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