I waited in the Augusta Mall line for about 20 minutes today, Sun July 8. The customer service is extremely slow...like they don't want to help anybody really. So when I got up to the counter, I asked for a 6 pack of cinnamon rolls. The girl walked a few steps and said, "we don't have any". I said how bout a 4 pack then. Again. We don't have any. There were empty boxes under the see through counter. I said, well can't you put 6 in a box. She said no we can't. I said, can I get 6 individual ones then. She said she could not do that. There were 2 1/2 pans of rolls sitting there. There were only 2 people behind me. I said so can you give me one cinnamon roll and she looked at me like I was stupid. This was the poorest customer service I have ever had. I really felt like she was just too lazy to put 6 cinnamon rolls in a box for me or ask somebody else to do it. Very very poor service and I am also writing Cinnabon about this.
So as soon as I posted this, I went to the website and put in a complaint. Within 5 minutes, I got a phone call from the manager, Howard Smith (maybe Harold Smith..forgive me my memory is bad). He not only apologized but he delivered 2 6 packs - at no charge to a place of my chosing. I appreciated it very much. He was very very polite and apologetic about the incident and said, I hope you come back. Well I will. That was outstanding. I had asked him why that young employee would do that, and he said he did not get a chance to talk to her, but that she was in training and did not know the ins and outs, but that she will be counseled on that type of thing. I appreciated that very much and didn't want to get her to lose her job. I gave them a 5 because it was indeed good customer service in the long run and cinnabon are the bomb! read more