This was one of the most unprofessional customer service experiences I've ever had.
I called in an order for two cups of churro bites--one with pistachio and one with cajeta. The employee repeated my order back to me exactly as I placed it, so I assumed everything was correct. Once we picked up the order I realized the churros had no cinnamon and sugar. They were completely plain. I had no idea plain churros were even an option, and no one on the phone asked whether I wanted cinnamon sugar or explained that it had to be requested separately.
I politely brought the order back and simply explained that the churros didn't have cinnamon and sugar. Instead of trying to understand the misunderstanding or apologize, the employee immediately became defensive and repeatedly said, "You didn't order cinnamon sugar." I explained that I didn't know it had to be requested because, like most people, I expect a churro to come with cinnamon and sugar. I wasn't rude, I wasn't demanding, and I simply asked if they could fix it.
Then another employee asked if I spoke English or Spanish. I answered that I wanted to continue in English. After walking away, 3 employees started talking about me in Spanish, calling me an idiot for not asking for cinnamon sugar, laughing about me together, and looking over at me while they were fixing my order. Unfortunately for them, I understand Spanish, so I knew exactly what they were saying. They apparently assumed I couldn't understand them.
To make it even worse, as I left, they continued watching me walk out, watched me get into my car, and one was jumping around mocking me while they all stared at me through the window and laughed.
The missing cinnamon sugar was never the real issue. It was a simple misunderstanding that could have been resolved in less than a minute with a quick apology and a positive attitude. Instead, your staff chose to embarrass and mock a respectful customer over something as minor as cinnamon and sugar.
Everyone makes mistakes. That's not why I'm leaving this review. I'm leaving it because of the complete lack of professionalism, basic respect, and customer service. If this is how your staff chooses to treat respectful customers over something as minor as cinnamon and sugar, then I can't recommend this business to anyone. I'd much rather spend my money supporting a churro shop that values its customers, takes pride in its service, and employs people who treat others with courtesy and respect. Needless to say, I won't be returning, ever again. read more
