First I want to say that this used to be hands down my absolute favorite place to go and I always looked forward to going. I have mobility issues so I can't drive myself just yet...so getting to go is a big deal to me. There are two baristas there that are always so sweet (blonde or brownish blonde hair) and in the past the customer service was outstanding, but the past few times that I've been it's been so awful and every single time it's been for the same reason.
I'm not sure if she's the lead or manager (gal with reddish hair) but she is so rude and brash. She constantly interrupts her baristas when they're talking to their customers, she talks over customers and interrupts them as well, and the way she speaks to people is just awful. One time I came and she was standing in the window so I asked her a question about a drink on the menu because I thought maybe I'd branch out and try something new and when I asked her she put her hand out at me like "hold on, be quiet, or wait" and turned away and then briefly and so quickly I could barely understand what her description. I was just about to ask her to explain it further or repeat what she said when she cut me off and said, "I don't have time for this, I'm getting info for my boss" and then she turned away but was still standing in the drive-thru window. So I tried to ask my barista and as she was explaining, this gal cut in again and did it twice more during my order. It was the most frustrating experience I've encountered in a while and this was two visits before my birthday visit.
Now all of the sudden there's no time for patrons to ask questions about the menu even when there's no one else in line, this gal has them rushing around and everyone just looks confused and nervous. Each time I had to repeat my order several times because she would interrupt them and they couldn't keep the order straight. This last visit was probably the most disappointing because it was my birthday and I had been really looking forward to it. I already knew what drink I wanted and sure as the sky is blue "the interrupter" struck again..after repeating my order for the 3rd time , my barista asked if I wanted something to eat. I don't usually order food for myself but I thought, "meh why not, it's my bday" and I was feeling a little nauseous from the drive and taking meds, so I decided last minute on a burrito. Next thing I know I hear "the interrupter" yelling from inside back behind the window, "NEXT TIME YOU NEED TO ORDER YOUR FOOD FIRST!".... I could not believe my ears. How is this woman supervising these other two employees??? She has been so absolutely unprofessional for the last half dozen times that I have frequented this location.
I have folks bring me here because the coffee is so good and I am a patient person. I also know that some folks have bad days and don't always put their best foot forward or can lack grace at moments but I'm at the point now where I am pretty close to wanting to find a new place to go because honestly it just puts a damper on my day after having gone there lately. I don't get out of the house much so this was really impactful. I don't write reviews much but this person should know that her actions impact others. People come there for their coffee and/or tea, etc. It may be the first place they go in the morning and that could set the tone for someone else's entire day. It's not just about the drink. You guys are in the customer service business. Your customers want to be greeted by friendly, respectful, polite, and attentive service people that love what they do and it shows. Whatever yall were doing before this gal was in charge was SO much better than it is now.
To whoever is in charge now: You guys need someone who can handle stress with grace and who knows how to manage without micromanaging. Just a thought. This gal is not it.
Used to be 5 stars, hands down. read more