My husband and I used to order from here on a weekly basis for delivery , until one time I had a bug in my food. The worst thing is I didn't notice it until I had already been eating. I was so grossed out I called immediately, but the lady who answered the phone was just argumentative. Instead of apologizing she went on to say how that has never happened before, almost like I wasn't telling the truth. Now my husband and I ordered from there on a weekly basis why on earth wouldn't we be telling the truth.? We were so upset by her response, and the time it took to get our money back from them for our meal, that we boycotted the place for months and months. They never even offered to give our money back for my husbands food, only mine. We both felt that was completely unprofessional. It was the least they could have done. To be honest we were getting pretty turned off by the place anyway because everytime we called the lady was very rude and short on the phone. Since it had been so many months, almost a year now, we decided to give them a second chance and went into their location to eat. The same lady who answers the phone was there and served us. She was very unprofessional, non friendly, and the place didn't look customer friendly at all. Stuff all over the counter in the back, terrible lighting, and the bathroom definitely needed cleaning. The food tasted great though. Then we decided a few weeks after that to have delivery to our home. The lady on the phone remembered me or somehow put it in the system. Instead of saying welcome back we missed you she just said "Oh you are ordering again didn't you have problems last time." I should have responded with "Say, great memory this time can you make sure there aren't any bugs in my food, and you're welcome for my business." we will never order from here again they lost a very very good customer for life. In the restaurant business word of mouth means everything that is something this establishment needs to understand because none of my friends or family will ever eat here again. This place needs friendly service on the phone and in person, with empathetic people who understand business and how you are supposed to conduct yourself. If I owned a restaurant business and somebody ordered from me on a weekly basis, and then had an issue one time I would have handled it as if that person meant everything to me. They are clueless.
Choose the sentiment of this review?

i. negative;
ii. positive;
i.