Ron,
Thanks. The initial response from Tock to two e-mails sent by me standing outside Oceanique was the following (at 5:22 pm...half an hour after my first e-mail):
"We’re happy to help in any way we can. While we provide the technology for our partners, like Oceanique, we do not actively manage their reservations and cannot take any action on their behalf.
We have reached out to the Oceanique team directly for added visibility.
Stay safe and thank you for using Tock! "
This, should there be any doubt, is the complete e-mail.
Are you serious? Are you really, totally, completely serious? Please note: no apology, no "golly, we understand it's a major holiday, this is unacceptable, and we're terribly sorry."
In complete fairness, I need to say that after three e-mails to Tock, someone with a modicum of brains finally stepped in to offer the following response by 6:06 pm:
"We understand the frustration and apologize for the misunderstanding. Our business partners have complete control over their inventory and availability. It's very likely that Oceanique's inventory or availability was not properly adjusted for the days that they are open.
We're working with all of our customers as many things are changing surrounding holidays and the COVID-19 related regulations for the hospitality industry. We can assure you that assisting you with a refund is our top priority and we've escalated this response to our contacts at Oceanique directly.
In the meantime, please allow time for the Tock team to connect with the Oceanique team and provide an updated response regarding this order. Our team will be in touch with a resolution." [This is also the complete text.]
I note a couple things:
(1) Finally, an apology. Of sorts. It's lame and inadequate, but it's better than nothing. I think. BTW, there was no "misunderstanding." You made an offer; I accepted it. I paid. You did not perform. Period.
(2) Their "inventory or availability was not properly adjusted." Hello? WTF? A restaurant that is never open on Sundays expressly offered and confirmed Easter dinner; they did not make good on their offer. And Oceanique was completely MIA when it happened 'cause, after all, they're CLOSED on Sundays.
(3) What does the sentence about COVID-19 have to do with this entire problem and why is it even in your message to me?
(4) Glad to know my refund is a "top priority" although "top priority" in this case apparently means only that you've told Oceanique that it's their responsibility. After all, you've "escalated the response to our contacts" at the restaurant.
(5) I just love the idea of allowing the Tock "team" the chance "to connect" with the Oceanique "team" so they can offer a "resolution." The only "resolution" I want is my money. Oh, and an apology from Oceanique might just possibly begin to make me feel slightly better. Tell me, please, what resolution you can possibly offer to address how we were left at 5 pm on Easter Sunday with nothing except pizza, burgers, etc. options. We had leftovers.
I sure do hope they all enjoyed a nice Easter dinner at Nick Kokonas's and at Mark Grosz's house.
Last edited by
Gypsy Boy on April 5th, 2021, 8:22 am, edited 1 time in total.
Gypsy Boy
"I am not a glutton--I am an explorer of food." (Erma Bombeck)