I've dined at multiple CAVA locations throughout the DFW metroplex and have never experienced the level of disrespect I encountered today at this location. My daughters and I went in for a casual lunch, but what we experienced from Wade the manager on duty was unacceptable, disappointing, and deeply disheartening.
From the moment we approached the counter, Wade's attitude toward us was cold and dismissive. My daughter began ordering her bowl and asked for supergreens. When she added white rice afterward, he sharply replied, "That's going to be extra that's why I asked you." She explained that no one has ever said that to her before, and she eats at CAVA weekly. His tone was rude and unnecessarily confrontational from the start, and it was clear that his attitude wasn't just a one-off.
My second daughter received the same unpleasant treatment, and when it was my turn to order, he snapped at me in the same way. I asked for salad, rice, and black lentils, and again he pointed out the upcharge with the same hostile tone. I acknowledged it and moved on, but the entire interaction left us all feeling unwelcome.
What really struck me was what happened next. As we sat down to eat, I intentionally observed how Wade interacted with other customers and the contrast was undeniable. He continued to be curt and uninviting with other non-Black patrons. However, when two Black women (not together) came in at different times, his demeanor completely changed. He greeted them warmly, smiled, and treated them with kindness and attentiveness exactly how every customer should be treated. The difference in his behavior based on race was crystal clear, and honestly, it was painful to witness.
Once we finished eating, I went to the register and asked for the manager, only to be told that Wade himself was the manager. I respectfully shared how disrespected I felt by the way he treated my daughters and me. Rather than listening or apologizing, he smirked, laughed, and said, "I don't care this isn't my only job." I reminded him that without customers, there wouldn't be a job but he just laughed again.
As a business professional, mother, and paying customer, I was appalled not just by the treatment we received, but by the blatant disregard for customer service and basic human decency. Wade's behavior was unprofessional, and to be honest, discriminatory. It's painful to say, but there is no other way to describe it.
In light of the current state of the world, if CAVA chooses to ignore this complaint, it will speak volumes about what the company truly stands for. I hope management pulls the video, takes this seriously, and addresses Wade's behavior appropriately. No one regardless of race or background should ever be made to feel unwelcome in a place of business.
If I return and see Wade still in that position, CAVA will absolutely lose me and my family as customers.
--One disheartened customer read more