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We ordered one evening using their app - not only for convenience but so the order would be received correctly. I paid using the app as well, but when I arrived to pick up the food I was told I owed an additional $10+ before...I received our order. I explained several times that I used their app for ordering and payment and showed her my digital receipt - but was told if I wanted my food I had to pony up more $$. I paid, reluctantly - as it was getting late and we were hungry. Once home We quickly discovered the food we received wasn't close to what we ordered - in fact both had jalapenos which one family member is severely allergic to and everyone else dislikes very much. A quick call back to the store was pointless. We "received" what we ordered...which neither matched our digital receipt.
The following day I called and asked for the manager. I explained everything and he promised to reverse the charge to my card...and for the trouble would send me a gift card to try them again. The manager stated this was obviously 100% an error or the kitchens part, as they failed to read the order properly. And the front of the house failed to catch the problem and should have never asked for additional funds on an order sent in thru their app.
I never received the reimbursement, nor the gift card. After 4 calls back to the restaurant and not receiving a response to my messages, I called a fifth time and asked for the owners contact info. My request was denied, but i was told they would call them immediately and provide them my contact information. That was 2 weeks ago...and not a word back from anyone.
Smoky Mountains lack of basic customer service is mind boggling. Beyond that, if anyone in your family has food allergies - think twice before considering to eat at this establishment.More
Date of visit: October 2019
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