Dos Coyotes/Purported Hair and Refund Incident

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brain.png "Wow, reading through this entire post gave me brain damage." —Chronoz

2007-08-31 19:43:37   Last night I went in with my boyfriend and ordered a salmon burrito and a tostada. I found a hair in my salmon burrito, I called and spoke to a female manager who told me to go in the next day for a refund. At first she offered me a replacement but I told her that I wanted a refund, and she told me to bring in the half eaten burrito with the hair in it. Today my boyfriend went into Dos Coyotes (in South Davis) and spoke with a male manager and attempted to explain the situation to him to get the refund that was promised the night before. Instead of being apologetic, the manager refused to give a refund and was very confrontational about the whole situation. I called into Dos Coyotes' headquarters in Davis and spoke to the owner Bobby Coyotes. I explained to him the situation and he was helpful the first time and told me he would call the manager to check on the situation. When he called me back after he spoke with the manager, he was extremely condescending and defensive about the whole situation. I told him that I read the Davis Wiki and noticed that people have commented about experiencing food poison at his establishments. He then became very defensive and said "The Davis Wiki is full of crap". He then proceeded to go on a tirade against the Davis Wiki and I tried to explain to him that patrons in Davis find this site very useful in reading what other people have to say about the establishments in this town and their experiences with these businesses. After more arguing, I said that I would like him to send me a refund check in the mail and would not be returning to Dos Coyotes. After the phone call, my boyfriend brought the burrito with the human hair in it back to the South Davis location to show the manager (since that was what we were instructed to do last night in order to get the refund, and to further prove that there really was a hair in it because they didn't believe us), the manager told my boyfriend to leave the store. The manager than followed him out and tried to fight him after calling him several derogatory names (keep in mind this is all over a $7 burrito). I then received a call from the owner Bobby again who starts to argue and yell at me over the phone because my boyfriend went in to show the manager the hair in the burrito. This type of behavior and treatment of a customer is uncalled for. If the manager had just apologized and gave us a refund, the situation would have been resolved. Instead, they acted in a completely unprofessional manner and the owner showed utter disrespect towards patrons when it was his own establishment that made a mistake. I had to hang up the phone with the owner because I felt threatened and did not want to subject myself to his verbal abuse, I told him that I would call the police on him if he continued to harass me. He clearly does not care about his Davis patrons, shown through his bashing of the Davis Wiki. Based on my experience, I would recommend not to go to Dos Coyotes since they clearly show that they do not care about Davis customers or the Davis Wiki. This is the absolute worst experience I have ever had at any business. —AmyLee


2007-09-05 01:03:28   Oh noes! Not hair!!!1 —JesseSingh


2007-09-05 14:56:00   Sounds like a horrific story. Although nowhere near this complicated, I once reported a hair in my food at a Panda Express at Six Flags Magic Mountain. I wasn't grossed out by it, and I discovered it near the end of eating my food, and I wasn't interested in a refund (or refill) at all. They couldn't understand this, and after denying first that the hair I was holding was even a hair, then they said that I put the hair there myself. Keep in mind I told them I don't want anything. They were so resistant to admitting error that I just showed the Six Flags folks some cell phone pictures of the hair and filed a report. My advice is that if they don't own up and pay you back, report it. You have the evidence - the hair itself. In all fairness to the anonymous commenter, this is the first time you've commented on the wiki as well. Consider making a personal page for yourself and become less anonymous. Your testimonial will be much more credible to the other wikizens.
BTW everyone - if you can go to Paco's in Woodland, (on Main Street), I recommend it over Dos. But Dos' Navajo Nachos are always good. —KarlMogel


2007-09-06 16:23:33   It seems as though demanding a refund instead of a replacement is going overboard. Also, I find it hard to believe that the people at Dos Coyotes simply started spewing bile on you with no provocation. It would be much easier to imagine a situation in which both parties may have lost their cool and said things that were less than polite, and I can say as one who works in food service myself that it seems very easy for a customer to, perhaps, not take into consideration the fact that the people serving them are also human beings. —JoePomidor


2007-09-18 01:08:19   This discussion has gotten ridiculous. I can attest, as someone who signed up for Daviswiki the day it went public and someone that has lived with Amy, that she is not only real but also a frequent reader of the wiki. That said, as a business manager myself I have had people complain about hair in the product on occasion at Ben & Jerry's (I have worked there over 8 years so don't freak out, it is statistically bound to happen) and when it happens we offer to replace the item or give a refund if asked. Basically the goal is to always the customer leave the store happy. I have had some con artists try to get free stuff with outlandish stories, any respectable manager should be able to sniff it out. Amy's story seems pretty legit to me. The best thing to do would be to appease her, and I am sure she would publicly state it on this forum.


2007-09-19 23:06:38   Hello Davisites! I would like to introduce myself. My name is Bobby Coyote, owner and founder of Dos Coyotes restaurants. I've always shied away from writing on the Dos Coyotes page of Davis wiki because food is subjective like art — people are entitled to their opinions, whether it is a good or bad critique. Recently, however, I was informed about an ongoing forum on the Davis Wiki about my name, employees, and restaurant being slandered. I would like to try and clear this up in the most amicable and proficient way possible. On Friday August 31st , at approximately 5 pm, I was told that there was a customer on the phone with a complaint. I immediately took the call and spoke to a Ms. Amy Lee. At this time, Amy was quite nice and informed me of a problem with her salmon burrito having a hair in it at our South Davis location. I apologized that there was a problem, and I asked her in a very non- confrontational way if the hair might have been the hair from the husk of a corn since we have been charbroiling a lot of corn lately for our specials. I never once told her that I did not believe her. Amy told me that the night before she had spoken with Stephanie our manager who offered to send her a comp meal no questions asked, since the restaurant was already closed and they were about to leave. At that point, Amy told Stephanie that wasn't good enough and that she wanted a refund for both her meal, as well as a tostada consumed by her boyfriend (I found out about the tostada later from Stephanie). Stephanie told Amy to bring in the food the next day and speak to her manager Steve and that we would be happy to refund her meal. With this in mind, I took Amy's number, and I believe her address — although that might have come later — and called the South Davis store to find out why there was a problem. I spoke with my manager Steve, who said that a young man named Chris came into the restaurant and was belligerent, rude, and condescending. He insinuated that he wanted a refund for the salmon burrito as well as the tostada, yet, did not have the burrito in hand as he was instructed the night before. Steve told Chris that without the burrito he could offer him a comp of the meal that could be used towards anything on the menu and that without the burrito he could not give him a full refund and that he can't just take money out of the cash register and give it to him, especially without seeing the food first*. Steve told him that if he still would like to pursue the refund he would need to contact the corporate office. Chris then repeated to Steve that the solution was œunacceptable and at that point Steve offered the comp meal one more time and Chris said no and walked out. After getting off the phone with the South Davis store, I returned Amy's call and was immediately confronted and threatened by her by how she had been on the Dos Coyote's Davis Wiki site and how she had read that we had given someone food poisoning. It was at this time that I told her that, œyou can't take everything verbatim on the Davis Wiki, not that œthe Davis Wiki is full of crap as she states on this site, and what she was referring to was a customer who ate a meal and thought the food tasted like *#@% , since he said he was sick for three days. Trust me, if there was one person who was sick for three days, from food poisoning, there would be hundreds of others with the amount of meals that we serve and it would have been a very serious problem. That was when I told Amy, since I was on the defensive about food poisoning that it just so happened that I had a letter from the County of Sacramento Board of Supervisors and Environmental Management Department issuing an award of excellence to Dos Coyotes for food safety for consistently maintaining high food safety standards**. While I was talking about this to Amy, her boyfriend Chris got on the phone and said that he was on speaker phone and rudely interrupted me. I asked him to please let me finish and then I would let him speak — instead he refused, and continued to interrupt. At this point there was a communication breakdown, since it was impossible to carry on a conversation with him because of his hostile attitude. At this point, I was so disturbed by their attitude I said I would send the refund and made sure I had the correct address. Approximately fifteen minutes later, Chris walked into the South Davis location, and between two families that were ordering food, slammed the half eaten burrito down on the counter between the registers and apparently stated: œYou think we were lying, well here's the burrito. I have many cashiers who witnessed this and said that Chris' behavior was very confrontational and vulgar. Not to say that there was or was not any hair, but at that point we could not find the hair, most likely because the burrito was a day old. After this occured, Steve called me up at the office and told me what happened. That is when I called Amy up and asked her why Chris was coming into the restaurant and causing a scene when the problem had already been solved? Was there anything else I could do, since I thought the problem was already taken care of. That was when she stated she did not want to talk anymore, so we hung up. I still cannot comprehend how exactly Amy feels that I verbally harassed her or threatened her, since I spent the entire time on the phone either trying to solve her problem or listen to her boyfriend yell at me. I am also confused because there was never any mention of the police, so I don't know why that was written on this site as well. Dos Coyotes did all that we could to try to make this problem right. We tried to offer them a comp and that wasn't good enough. We simply asked to bring the food in, and Chris came in without the food. Let's say you went into a department store and bought a pair of jeans and later at home you found a hole in the inseam. You would have to bring the pants in to exchange or get a refund. So why do people think that a restaurant is somehow different than any other retail store? This problem would have never happened if the food was brought in as asked. What I don't understand is whether there was a piece of hair or not why Amy Lee feels slighted? Throughout the process she was blindly offered a comp of her meal, and if at any point had she brought the burrito into the store, a full monetary refund was guaranteed. She refused to follow the easy steps and then complained about it. And if you read what she wrote in her first post (2007-08-31 19:43:37), she even explains that all she had to do was bring in the burrito and that her boyfriend brought it in only after the phone call. Other things I don't understand are that if Chris was so customer service oriented why would he be so rude and not understand how to talk, listen and respect people? Why does Amy Lee feel the need to drop the names of family friends such as Sharla Daly and Mike Harrington? For the record, the refund was placed in the mail box on Tuesday September 4th, 2007 for the Salmon Burrito. I am curious why Amy hasn't posted that she received the refund, since I personally signed it, addressed it, stamped it, and mailed it. In reflection, I probably should have taken a video of the check, the addressed envelope and me mailing it, the postmark and such — but hindsight is always clearer right? But most importantly, I am also disturbed that Amy claims that I don't care about my Davis patrons — this is anything but true. If I didn't care, why was I personally taking her phone call on Friday evening of Labor Day weekend? As a resident and business owner in Davis for the last eighteen years, Dos Coyotes has probably given back more to this community than any other restaurant in Davis. From everything from fireworks to benefits we're always trying to find ways to thank the people who support us. The joke around town is that we're the people's non-profit restaurant. We were just at the Pence Gallery benefit last Saturday night supporting the arts and on Thursday we will be serving food at All Things Right and Relevant benefiting Yolo County Mental Health Agencies. If anyone would like to talk to me about this incident or anything else I'll be out at the event on Thursday or you can always call the office (530.753.0202) — I'm pretty accessible. As far as the comments as to whether Amy is a real person, I talked to her and she exists! I promise that what I have written is the truth and not exaggerated. If someone wants to pay, I'd be more than willing to subject myself to a lie detector test as to what I personally experienced in this incident. Finally, I would like to thank those who genuinely post their opinions about my restaurants — we take their concerns, complaints and praise into hand. Moreover, I would like to thank whoever recently edited the top of our page to include that we are not a Mexican or TexMex joint etc.

Sincerely,

Bobby Coyote

*For health and safety concerns, we need to see the contaminated food, not because we don't believe a customer, but because we need to realize the source of the contamination and correct it so the incident does not occur again.
** Yes I know this is from Sacramento County, however, we run our Restaurants with all the same high safety standards.


2007-09-20 01:59:58   After reading Bobby's comment on the situation that happened, I feel the need to address his response line by line. Although I know this situation has definitely been blown out of proportion, this was a simple matter that could have been solved in a simple way, I feel that Bobby is not relaying the events that occurred accurately. Phil: Feel free to move these discussions to a Talk page as they are taking up a lot of room. Here are my responses and my version of what occurred that day:

"Hello Davisites! I would like to introduce myself. My name is Bobby
Coyote, owner and founder of Dos Coyotes restaurants. I've always
shied away from writing on the Dos Coyotes page of Davis wiki because
food is subjective like art — people are entitled to their opinions, whether it is a good or bad critique. Recently, however, I was informed about an ongoing forum on the Davis Wiki about my name, employees, and restaurant being slandered. I would like to try and clear this up in the most amicable and proficient way possible."

On Friday August 31st , at approximately 5 pm, I was told that there was a customer on the phone with a complaint. I immediately took the call and spoke to a Ms. Amy Lee. At this time, Amy was quite nice and informed me of a problem with her salmon burrito having a hair in it at our South Davis location. I apologized that there was a problem, and I asked her in a very non- confrontational way if the hair might have been the hair from the husk of a corn since we have been charbroiling a lot of corn lately for our specials. I never once told her that I did not believe her.

Amy told me that the night before she had spoken with Stephanie our manager who offered to send her a comp meal no questions asked, since the restaurant was already closed and they were about to leave. At that point, Amy told Stephanie that wasn't good enough and that she wanted a refund for both her meal, as well as a tostada consumed by her boyfriend (I found out about the tostada later from Stephanie). Stephanie told Amy to bring in the food the next day and speak to her manager Steve and that we would be happy to refund her meal.

With this in mind, I took Amy's number, and I believe her address
(although that might have come later) and called the South Davis store to find out why there was a problem. I spoke with my manager Steve, who said that a young man named Chris came into the restaurant and was belligerent, rude, and condescending. He insinuated that he wanted a refund for the salmon burrito as well as the tostada, yet, did not have the burrito in hand as he was instructed the night before. Steve told Chris that without the burrito he could offer him a comp of the meal that could be used towards anything on the menu and that without the burrito he could not give him a full refund and that he can't just take money out of the cash register and give it to him, especially without seeing the food first*. Steve told him that if he still would like to pursue the refund he would need to contact the corporate office. Chris then repeated to Steve that the solution was unacceptable and at that point Steve offered the comp meal one more time and Chris said no and walked out.

After getting off the phone with the South Davis store, I returned Amy's call and was immediately confronted and threatened by her by how she had been on the Dos Coyote's Davis Wiki site and how she had read that we had given someone food poisoning. It was at this time that I told her that, you can't take everything verbatim on the Davis Wiki, not that the Davis Wiki is full of crap as she states on this site, and what she was referring to was a customer who ate a meal and thought the food tasted like *#@% , since he said he was sick for three days. Trust me, if there was one person who was sick for three days, from food poisoning, there would be hundreds of others with the amount of meals that we serve and it would have been a very serious problem.

That was when I told Amy, since I was on the defensive about food
poisoning that it just so happened that I had a letter from the County
of Sacramento Board of Supervisors and Environmental Management
Department issuing an award of excellence to Dos Coyotes for food
safety for consistently maintaining high food safety
standards**. While I was talking about this to Amy, her boyfriend
Chris got on the phone and said that he was on speaker phone and
rudely interrupted me. I asked him to please let me finish and then I
would let him speak instead he refused, and continued to interrupt. At this point there was a communication breakdown, since it was impossible to carry on a conversation with him because of his hostile attitude. At this point, I was so disturbed by their attitude I said I would send the refund and made sure I had the correct address.

Approximately fifteen minutes later, Chris walked into the South Davis location, and between two families that were ordering food, slammed the half eaten burrito down on the counter between the registers and apparently stated: œYou think we were lying, well here's the burrito. I have many cashiers who witnessed this and said that Chris' behavior was very confrontational and vulgar. Not to say that there was or was not any hair, but at that point we could not find the hair, most likely because the burrito was a day old. After this occured, Steve called me up at the office and told me what happened.

That is when I called Amy up and asked her why Chris was coming into the restaurant and causing a scene when the problem had already been solved? Was there anything else I could do, since I thought the problem was already taken care of. That was when she stated she did not want to talk anymore, so we hung up.

I still cannot comprehend how exactly Amy feels that I verbally harassed her or threatened her, since I spent the entire time on the phone either trying to solve her problem or listen to her boyfriend yell at me. I am also confused because there was never any mention of the police, so I don't know why that was written on this site as well. Dos Coyotes did all that we could to try to make this problem right. We tried to offer them a comp and that wasn't good enough. We simply asked to bring the food in, and Chris came in without the food. Let's say you went into a department store and bought a pair of jeans and later at home you found a hole in the inseam. You would have to bring the pants in to exchange or get a refund. So why do people think that a restaurant is somehow different than any other retail store? This problem would have never happened if the food was brought in as asked. What I don't understand is whether there was a piece of hair or not why Amy Lee feels slighted? Throughout the process she was blindly offered a comp of her meal, and if at any point had she brought the burrito into the store, a full monetary refund was guaranteed. She refused to follow the easy steps and then complained about it. And if you read what she wrote in her first post (2007-08-31 19:43:37), she even explains that all she had to do was bring in the burrito and that her boyfriend brought it in only after the phone call.

Other things I don't understand are that if Chris was so customer
service oriented why would he be so rude and not understand how to
talk, listen and respect people? Why does Amy Lee feel the need to
drop the names of family friends such as Sharla Daly and Mike
Harrington? For the record, the refund was placed in the mail box on
Tuesday September 4th, 2007 for the Salmon Burrito. I am curious why
Amy hasn't posted that she received the refund, since I personally
signed it, addressed it, stamped it, and mailed it. In reflection, I
probably should have taken a video of the check, the addressed
envelope and me mailing it, the postmark and such”but hindsight is
always clearer right? But most importantly, I am also disturbed that
Amy claims that I don't care about my Davis patrons — this is anything but true. If I didn't care, why was I personally taking her phone call on Friday evening of Labor Day weekend?

As a resident and business owner in Davis for the last eighteen years,
Dos Coyotes has probably given back more to this community than any
other restaurant in Davis. From everything from fireworks to benefits
we're always trying to find ways to thank the people who support
us. The joke around town is that we're the people's non-profit
restaurant. We were just at the Pence Gallery benefit last Saturday
night supporting the arts and on Thursday we will be serving food at
All Things Right and Relevant benefiting Yolo County Mental Health
Agencies. If anyone would like to talk to me about this incident or
anything else I'll be out at the event on Thursday or you can always
call the office (530.753.0202) I'm pretty accessible. As far as the
comments as to whether Amy is a real person, I talked to her and she
exists! I promise that what I have written is the truth and not
exaggerated. If someone wants to pay, I'd be more than willing to
subject myself to a lie detector test as to what I personally
experienced in this incident. Finally, I would like to thank those who
genuinely post their opinions about my restaurants — we take their concerns, complaints and praise into hand. Moreover, I would like to thank whoever recently edited the top of our page to include that we are not a Mexican or TexMex joint etc.


2007-09-20 09:02:32   Amy, you've made your point. You found a hair in your burrito and feel the service was extremely rude. Can we drop it now? —jefftolentino


2007-09-20 10:42:29   I think it's time for Amylee to drop this conversation. I think it's funny how Bobby is speaking for his manager(steve) and he was not there. But she keep's speaking on her boyfriend's behalf and she was not their either. Drop it already. Please post if you have recieved your refund. Thank you —exstudent



2007-09-20 11:41:10   Thank you! This whole thing has been crazy! I am going there for lunch today and am looking forward to it! —MyaBrn


2007-09-20 14:52:23   Oops, I should have explained that everything I wrote was Chris' first hand account on the situation since he didn't feel the need to use another username. I will gladly be done with this situation! I thought I was until someone kept trying to delete my original comment and anonymous users tried to refute my statement. Ofcourse after I read Bobby's comment I had to respond to the inconsistencies. Lesson learned! Have a recorder ready! hey I don't care if you eat at Dos, in fact I used to enjoy the salmon burrito. Just watch out for Steve, and I sincerely hope this situation never happens to anyone again. —AmyLee


2007-09-20 17:52:02   Love Dos!! It is my favorite local place and has been for many years. Thanks for your polite comment on the whole hair thing Bobby Coyote. —HeatherFlood


2007-09-20 18:42:02   Hey All! I've been eating at Dos (South) since I moved to Davis and have always been welcomed with a smile by the cashiers. I've never had any real problems with the service, so I was surprised to read Amy's epic account of a hair found in a burrito which somehow lead to threats and a police report... sounds like a good movie script... anyways! I'm glad Bobby shared with us the other side of the story that this comment page was lacking - and I think it's funny that there was a discussion that heated on the daviswiki in which Ostrowski wasn't involved teehee. Anyways - I just wanted to say that all of my encounters with the managers at Dos have been pleasant, and they always treat me above and beyond my expectations - especially Stephanie, who is always nice, and seems to go out of her way to say "hi" to me. Thanks Dos! I would recomend the navajo nachos :D —KyleRocks


2007-09-22 16:28:54   Jesus H. Christ... this page has basically been ruined by he-said-she-said garbage. Why not move the controversy to its own page, i.e. "Salmon Burrito Hair Incident Blown Completely Out of Proportion By Everyone Involved". Re: Dos's food: Yeah its not gonna be everyone's cup-o-tea. If you are looking for authentic or, God forbid, are from LA, you will not be pleased. But if you are open to interesting, fresh interpretations of old classics, maybe give it a shot? —BillyBudd


Wow, reading through this entire post gave me brain damage. Amy, congratulations for wasting your time, your silly boyfriend's time, and a restaurant owner's time simultaneously. This was apparently the first time you ever received a hair in your food, so I'll explain what happens:

1) Humans cook your food.
2) Occasionally, one of said humans drops a single hair inside food.
3) If hair somehow causes grave illness, report it. Otherwise, pluck it out and calm down.

Just one gigantic he said/she said situation, amounting to nothing. You ALL could have resolved the issue much faster, but instead you let your emotions tie you down. And Bobby, you changed your entire family's name to "Coyote" to boost your restaurant's franchise, so you should never talk. You have pretty good tex-mex food, though.

Chronoz, out!

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