Thanks for taking the time and writing down your experience?I am terribly sorry about the ketchup issue this shouldn't have happened. Did you notice we have the "Full Happiness Guarantee" signs all over the restaurant, so you could have just gone to the counter and say this is not what you ordered and we would have fixed the problem. I'm happy to give you a free Big Bad Boo w/o ketchup any time you come. Just show this message to our staff. When it comes to milkshakes then it's tricky as we use dates and each recipe is fine tuned and pre-measured to individual fruit sweetness we can not guarantee the taste profile for the hybrids. These are not the smoothies where one has full creative freedom, we don't offer traditional smoothies just for these reasons - quality control. The spiciness level of the Nachos has been fine-tuned for an average western spiciness tolerance, if i would increase it 90% of my customers could not eat it?Luckily it's like salt, you can always add more but it's very hard to reduce it. Sadly this location in old town only has this much space and we are not able to provide more seating, even the seating we have is not enough to accomodate our customers. This is our first location just open 3 months and we are looking into opening a br /> second and bigger location soon. Hope we have a chance to see you again :)