Complaints

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• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I stopped here at woodys on April 10th at 3pm and the chicken was not cooked all the way and gave us food poisoning and the manager keeps saying that it takes 24 hours to get food poisoning and it don’t as I’m a nurse myself and have several in family and we know it don’t take that long to throw up etc and I’m not happy at all and IM PREGNANT I want something done about this as the manager just don’t care and this is probably why his Hilliard location was shut down back in 2022

  Business Response

  Date: 04/14/2023

  As I explained to the guest when she was submitting repeated emails, messages, and Facebook posts, there will be no discount offered for any of the food. At Woody's, we pride ourselves on our food and guest experiences and aim to meet the requests of our guests.  We cook all of our food on a timer, and also use thermometers to ensure that meat (especially chicken) is fully cooked.  In this instance, when the guest wants their chicken well done, we do offer that service at no additional charge, and always alert the guest that the only way to get well done chicken is to fry it longer, which takes more time.  This guest DID NOT request their chicken to be well done, and was served to our normal specification for boneless wings, which is 6 minutes and 15 seconds, and temping at over 165 degrees.  It would be humanly impossible to get "food poisoning" from the chicken not being cooked long enough if the chicken meets our standards, which it did.

  Even though the guests did not order their wings well done, we dropped a new batch of boneless wings and cooked them 25% longer, at 8 minutes and 30 seconds, and they reached an internal temperature of 185 degrees.  In any instance where our food is deemed to be under-cooked, a manager is involved right way and handles the re-make.  Our kitchen manager personally cooked and temp checked the second round, which went to the table around 10 minutes after the first wings were sent back.  The guests then claimed this batch was "raw" as well, and demanded the wings be cooked a third time.  The kitchen manager then came and got me, and dropped 21 boneless wings in the fryer.  He pulled up one of the wings at 10 minutes of cook time and an internal temperature of 204 degrees.  I personally took the one boneless wings to the table, and explained to the guest that I was still able to cook the remaining 20 wings longer if the 10 minute cook time still didn't get the chicken to their personal preference. They requested an additional two minutes, which we obliged and cooked their wings for over 12 minutes, which is double our normal cook time.

  When I was leaving the table, I took the second round of boneless wings from a member of the party who was attempting to give them to the server.  I cut EVERY boneless wing in half in the back, and ate two of them myself.  There was absolutely nothing wrong with the wings, however its my job to make sure our guests are satisfied, so I was still willing to give them the third batch of wings at no additional charge.  I'm pleased to offer a discount when our company is at fault, or when we don't meet our own standards of service.  In this case, we cooked our food to our specifications, and a guests unrequested personal preference does not warrant a free meal.  Upon finding out that the meal wasn't free,   the guest who made this complaint began an email exchange demanding a refund.  Not until the sixth email exchanged was there any mention of "food sickness," there was just requests for free food which I refused to offer.  In the last email, the guest informed me she was pregnant and deserved a full refund.  I was happy to reply that we 1) had just passed a health inspection two days before on Saturday the 8th. 2) Food poisoning takes more than 30 minutes to set in, as a quick google search for symptoms show that in most cases symptoms take 12-48 to set in.  3) We have a pregnant member of our staff who eats here five days a week.

  In closing, while it would be possible for a guest to become ill after eating chicken that was contaminated by salmonella or other food born bacteria's,  a nurse would be well aware of that.  It would be physically impossible for one table to get sick from any of those bacteria's and not effect every other guest that ate chicken that came from the same batch from our food service provider. In any case, those food born illnesses would leave someone in a state where the only communication necessary would be with a medical professional, not repeated digital communication to request a discount or refund.  As someone certified in higher levels of food service safety than required by the state oh Ohio, unless there are medical records that contradict me, I would confidently say this is an instance of someone attempting to get free food by making false accusations when they didn't get their way.