I have been a long standing customer of Comforts. I started going to this place when I started at Drake HS and everyone would rave about the Chinese chicken salad. So about 15 years of great experiences and enjoying their food. After today and managements behavior I will not return. I always get the Bow Tie Pasta, its really tasty, I have only had one other time when it didn't taste that good. The first time I gave them a pass and opted to try again, that was months ago and have gone back a couple times and no problems with this or other food items. The staff is always really nice and they are always really attentive. I am sure they know me at this point as I am a frequent flyer. If I could give them rating it would be 5 stars!!
Today:
I got to comforts and ordered my food, got through the line, paid and was on my way back to work. I only get 30 minutes for lunch so I was rushing, as parking is always a pain in that area and always sucks up about 10 minutes. so I opened the Bow Tie Pasta and took a bite, it tasted odd, almost as though it was fermented?! Like if the pasta was sitting out too long, or the cheese was old. I don't know what it was but it just didn't taste fresh. I contemplated whether or not I should go back but I figured they will be ok with it. I wasn't upset, a little annoyed that I had to turn around and go back but I figured they know me. So I get there and as soon as I walk in one of the ladies saw me and she just pointed and said go back there they will help you, she was trying to get through a long line and she still noticed that I needed help, that's a person who know what they are doing!! taking notice to all customers, great job. I went to the pick up counter and the lady who helped me initially walked by and I explained that I left and opened the Bow Tie Pasta and it smelled funny. She said ok I'm sorry and let me take care of this. In that moment the Manager Patty walks by. The lady explained Patty that I was bringing it back because I thought it tasted funny. Patty then looks at me and asked what's wrong with it?! She then said something like let me see, and grabbed a fork and is trying to taste the pasta on the bottom of the container. She then comes back and says I don't taste anything different, it tastes fine to me. She was mumbling something to the sandwich guy, I couldn't hear her but I'm sure she asked him to smell it because he sniffed it. Then she said you can get something else or get a credit. I just said ok, I'll take the credit. Patty begins to blurt out a list of information to the lady who was helping me, to jot down so I can get a credit. Patty continues to repeat herself like 3 times to this lady and I kept thinking, "Seriously, I am sure she understands NAME, DATE and TELEPHONE NUMBER!" The Manager must have thought I was lying because she brings in another employee to come smell and taste the pasta, they have their backs towards me and they both look back at me mutter something. At this point I'm mad, Patty comes back and says yea its tastes fine to me but we will give you a credit, I told her "no problem, thanks and that I would just talk to the owner about it." She quickly changes her tone and says, " no don't worry about it, I took care of it, " I at this point just smiled and repeated myself, " thanks, I take it up with the owner."
As a manager, I was really shocked about how Patty choice to handle this situation. A reason this business thrives is due to great customer service, employees are always pleasant. some friendly advice that I learned a long time ago - When feedback and/or complaints arise its an opportunity to improve business practices and possibly try harder the next time. Instead, Patty chose to amplify this situation in front of customers and make me look like a fool. Now, this is all over Bow Tie Pasta, really didn't really have to go this far?! read more