Recommendations, Rules and Rights
In order to achieve the maximum satisfaction of our customers and inform them of our Service Policy, we make this document available to them. Please read it carefully.
1. In our establishment all orders are ordered and cooked from scratch, nothing is pre-cooked. All products are fresh, therefore the preparation time for your order will vary depending on the volume of customers at that time, the cut/type of steak chosen, as well as the cooking point. Please be patient, we are not a «Fast-Food».
2. As experts in meat and how to cook it, we must inform vou that each animal is different in its morphology, determining for example the external appearance, size and measurements, colour, sex, age, weight, proportion of fat, etc. By this, we mean that each cut of meat we offer is different and will have characteristics specific to the animal and the area of the animal itself from which it comes. But even more so, the same cut that you taste one day may have more or less fat, tissue, bone, etc., on another day, because they come from different animals and may have been raised and fed under very different conditions.
3. We are responsible for cooking the meats to the way desired by our customers, but the clients are ultimately responsible for CHOOSING WELL the point they want, for this we provide you with the appropriate information, in addition to having the advice of our STAFF. If you have doubts, please ask for advice, since the choice of cooking point is fundamental in the final result and its quality.
4. Not all types of steaks are suitable for cooking at any cooking point, since choosing an unsuitable cooking point will greatly affect its tenderness, juiciness and flavour, in short, its QUALITY. There are meats that are better to cook rare, medium-rare or medium, at most. However, other cuts could withstand being cooked medium-well or well-done without losing qualities. Ask us if you have any questions, that’s what we’re here for.
5. Our goal is the maximum satisfaction of our customers, and we are always willing to listen to their comments, opinions and advices. However, to any inconvenience the customers may find we are the ones proposing the solutions. There is no doubt that if we make a mistake, we will take the best posible solution.
6. However, if any customer decides that they do not like the flavour of a meat, the infiltrated fat it has, or that they have made a mistake in choosing the cooking point by overcooking it, this does not exempt them from paying for the course in question and the entire ticket. TICKETS WILL BE PAID IN FULL. It is the customer’s responsibility to have knowledge of the cut of meat they choose and the most appropriate cooking point at which to obtain the maximum qualities and quality.
7. In order to maintain a good atmosphere in our establishment and not disturb other customers, please maintain appropriate behavior at all times, do not raise your voice or behave violently, as we have direct communication with the National and Local Police, which we will call in any circumstance where we see unacceptable behavior from any client.
8. As we have already mentioned before, we seek the greatest satisfaction of our customers, and we humbly believe that we are achieving it, since 99% of them congratulate us for the quality of our meats, for the service received and for the atmosphere of our establishment. But we understand that we cannot please everyone, so if you find yourself in that situation, we inform you that THE RIGHT YOU HAVE IS TO COMPLETE A CLAIM FORM that we will make available to you without any inconvenience AFTER THE INVOICE HAS BEEN PAID IN FULL.
9. Therefore, THE MAXIMUM RIGHT THAT AN UNSATISFIED CUSTOMER HAS IS TO REQUEST THE COMPLAINT FORM FROM THE ESTABLISHMENT AND COMPLETE IT AFTER THE TICKET HAS BEEN PAID IN FULL.
10. We have been in the market for more than 29 years, providing a quality product and service, we have the necessary knowledge, experience and the enthusiasm to continue year after year offering our best version to all customers who visit us. Please contribute to ensuring that this objective continues to be met and understand that all the information provided in this DECALOGUE is a declaration of our Philosophy and Policy, THAT BY ENTERING OUR ESTABLISHMENT YOU ACCEPT OUR RULES, RECOMENDATIONS AND RIGHTS.
