Extremely disappointing customer service, especially from the manager…read more
I placed an order for two milk tea drinks at 1:24 PM. While waiting, I watched another customer receive her drinks even though I was already ahead of her by approximately four customers in line.
At 1:32 PM, I approached the gentleman at the counter to ask about my order. He did not greet me or acknowledge me. He looked at my receipt, looked at his watch, and dismissively said, "It's not even 10 minutes." He then asked me, "What do you want to do?" When I asked what he meant, he told me I could either wait or get my money back.
He checked in the back and came back telling me it would be another five minutes. I agreed to wait. Five minutes later, instead of simply addressing the delay or apologizing, he told me I could grab a bun while I waited. I explained that I already had a bun and that, considering the inconvenience and the way the situation was handled, I felt a discount would have been an appropriate gesture.
Instead, he offered to refund my money and gave me another receipt without the drinks.
The most disappointing part was Norman, the manager. At no point did he apologize, acknowledge the inconvenience, or make any genuine effort to resolve the situation professionally. As a manager, I expected him to step in, listen to the customer, and demonstrate some level of courtesy and accountability. Instead, his attitude left me with the very clear impression that he simply did not care whether he had my business or not.
I completely understand that a bakery can get busy and that orders can sometimes take longer than expected. The issue wasn't simply the wait--it was the attitude and the complete lack of customer service. A simple apology and a professional response could have completely changed the experience.
Unfortunately, I left feeling dismissed and unappreciated as a customer. Management should understand that customers remember how they are treated, especially when something goes wrong.
I will not be returning, and I hope the owners take this feedback seriously and address how customers are being treated by management.