Very bad experience with the service here.
I arrived around 12:30 with my friend this past Friday. My friend ordered before me in line, and I ordered a turkey panini after her. I asked for no pesto and spinach on my sandwich, and the young woman at the register clearly did not know how to enter orders into the system. She asked me to repeat the two things I did not want on the sandwich many times and was fiddling around with the machine for awhile, just seeming lost. When I asked for Swiss cheese instead of Provolone cheese, she looked confused and simply replied "I don't know" and "I don't think so." When I explained that I just wanted a different kind of cheese on the sandwich, she walked into the kitchen for 30 seconds, came back to the register, and just said "I don't know" again. I have ordered this sandwich here several times before, it is an extremely simple order, and I knew she must have not known what she was doing. I explained one more time, and she eventually just put something into the system and handed me a receipt.
My friend received her sandwich after about 15-20 minutes, but the young woman at the register forgot to make her iced tea until my friend had to remind her that she ordered one. 30 minutes had gone by, and my sandwich was not ready, yet people who ordered after me were already eating their food; it was not crowded at all. My friend was already almost done with her food by the time mine came out. My sandwich came out with spinach and Provolone cheese on it, two things that I asked not to have. I asked the young woman at the register if that was my sandwich, and she said "Oh, you didn't want spinach, right?" I had to re-explain my order all over again. She said, "Can you wait one more minute?" She went back into the kitchen, and then just disappeared, not giving me any kind of update. I was waiting at the counter because she said it would only take one minute, and I just saw the man working in the kitchen strolling around the back and joking around. There was no sense of urgency or respect for the customer's time, and with the lack of communication among the staff, he probably didn't even know I was still waiting. After waiting so long, it really felt disrespectful. I had to wait another ten minutes for the new one to come.
This time, it was just turkey on a panini. There was no cheese, literally just the turkey and bread. I could not believe it. At this point, I had waited over 40 minutes for my food, and I was very hungry, but I had to leave for class and was already so upset with the service. I went back up to the counter and explained that my order was wrong once again, but that I would just like my money back because my friend was already finished with her meal and I had to leave for class. She did not say a single word of apology to me or thank me for being patient. She simply took my sandwich back, opened up the register, gave me $8 for the sandwich, and walked away from the register without speaking. Not to mention, I had also spent money on a Coke and chips that I wasn't refunded for. I would think that after having the whole experience ruined, it would have been the right thing to refund the whole meal, since the chips and drink were obviously bought to eat with my sandwich. The young woman acted annoyed with me for returning the sandwiches twice despite them being wrong both times and despite having to wait over 40 minutes.
I don't usually write Yelp reviews or complain about food places or workers. Having worked many waitressing and hosting jobs myself, I understand that things happen in restaurants. However, the service was very, very bad - pretty much incompetent. I still cannot believe the lack of capability, urgency, and communication from the staff. I would be forgiving if I felt like anyone was trying to help me, cared about solving the issue at hand, or even sincerely apologized for such a bad experience! Unfortunately, it was so clear that I was not a priority at all. The food here is very good, and it is the sole reason for the good reviews that Cafe 53 has. However, I left this place feeling upset and disrespected, and I don't think any food is worth that. read more