UPDATED:
I previously shared a negative experience at Belén de la Cruz Empanadas on September 3rd, where I felt disappointed by the service I received. I arrived at 6:25 pm to place an order for a cake and 12 empanadas, and after waiting nearly 30 minutes, I...
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UPDATED:
I previously shared a negative experience at Belén de la Cruz Empanadas on September 3rd, where I felt disappointed by the service I received. I arrived at 6:25 pm to place an order for a cake and 12 empanadas, and after waiting nearly 30 minutes, I was told the empanadas were “too frozen” to prepare before closing. The solution offered, taking them home frozen at full price, felt dismissive and unprofessional. I left frustrated, having wasted time and feeling unheard.
However, after posting my review, I had a long and sincere conversation with the owner, who personally reached out to acknowledge the unfortunate service I experienced. She took full ownership of the incident and offered a heartfelt apology. I truly appreciated her willingness to listen, take accountability, and express genuine regret for how things unfolded.
As someone who understands the dedication and hard work it takes to build and run a business, I also recognize that sometimes things go wrong due to circumstances beyond one’s control, especially when it comes to the behavior of others on the team. The owner’s response showed me that she cares deeply about her customers and the reputation of her business.
I accepted the apology, and we were able to sort things out respectfully. My family and I will continue to be customers of Belén de la Cruz Empanadas, and we sincerely hope that this incident leads to improved customer service training for the staff. A little extra care and professionalism can go a long way in ensuring every customer feels valued.
Thank you again to the owner for your honesty and for making things right.