This was my first time visiting this location, and unfortunately, it was a very disappointing experience. I wasn't even ordering for myself -- my husband and brother had texted me their orders, and I stopped by to pick them up for them.
From the beginning of the interaction, I was confused by the menu and unfamiliar with the ordering process. The employee helping me, Destiny, seemed visibly irritated when I didn't immediately know the answers to her questions. As soon as I appeared unsure, she began rolling her eyes and making facial expressions that made me feel uncomfortable and unwelcome rather than helped.
While I was still trying to place the second part of my order, she walked away and began making the first item. When she came back, she sarcastically asked, "Was there something else you needed?" instead of guiding me through the process.
At checkout, I paid nearly $30 for the order. When I looked inside the bag, I realized the order was incorrect. I had asked for one waffle bowl with two different ice cream flavors, but instead I was given two separate large "Gotta Have It" ice creams -- and neither came in waffle bowls. Since this was my first time there and I was unfamiliar with the menu sizes, I had pointed to the display while ordering to show what I meant.
When I politely explained the mistake, Destiny insisted that I had ordered two separate items. I calmly explained again that I had been confused and was trying my best to order correctly. Rather than helping resolve the issue, she walked away while I was still standing at the register waiting for assistance.
I asked for a manager, a phone number, and her name. At first she gave me the name "Colton," before finally telling me her actual name was Destiny. I tried to end the interaction respectfully by saying, "I hope your night gets better," and she responded, "I'm actually having a great night." When I told her she had made mine horrible, she laughed as I walked out.
What upset me most was not just the incorrect order, but the lack of professionalism and basic kindness throughout the entire interaction. Mistakes happen, especially when a customer is unfamiliar with the menu, but customer service should never involve sarcasm, eye-rolling, dismissive behavior, or laughing at a customer who is already frustrated.
I was also told there was nothing they could do about the extra ice cream and that my "best advice was to just take it and go." I have never experienced customer service like this before. I truly hope management addresses this situation so future customers are treated with more patience and respect.
currently trying to call and speak to a manager about this last night and no one will answer the phones. I have called 4 different times. read more
