HORRIBLE CUSTOMER SERVICE!!!

As a regular customer, I was extremely disappointed with the customer service that Lily's provided my roommate and I. My roommate ordered the guacamole late last night, right before closing. She opened it up to discover a thick black hair in the midst of her food. By that time, it had been too late to call Lily's. After she came home from work today, she called Lily's, hoping to get a refund, or at least be able to switch it with the chicken wings, which are cheaper than the guacamole. At first they said they'd have to take the guacamole back to check for themselves, since our word was not good enough. They called back later to inform her that they were not only refusing to substitute her order with the chicken wings, but refused to give her a refund because she had not called within the hour.

We've been ordering from Lily's several times a week for nearly a year now. Not a single complaint in the time we've been patronizing their restaurant. But this is the first time there was a problem with the food, and the problem was so poorly handled that I doubt I will be ordering from there again. Apparently they haven't learned that it's more expensive to attract a new customer than it is to keep an old one.