I am furious with the quality, actually the lack of service I received from the employee seemingly be the owner, upon picking up a large pickup order that was placed over the
Phone.
When I arrived at the bar ( which was pretty fully seated) to pick up my order, I first exchanged words with one woman who seemed to be the most active employee working behind the bar. I told her I was here at to pick up an order for Kim (fake name for privacy purposes) . She then immediately directs me to the man standing behind the register. The First thing he says to me is " Let me tell you the truth, the order was placed at 5:30, we didn't think you would come so we gave away your food to the people In the bar." Then processes to doge accountability for his decision and immediately follows by saying, "you didn't come 15 mins after. The food was sitting here and it was getting soggy in the bags, you would've called and complained anyways."
I replied "okay... well I'm here now so are you gonna whip it up again?" He laughed in my face for more than 30 seconds, as I just stand there watching the level of respect getting lower. I'm sure it's part of his position to help find solutions. It's basic customer service values. He then ask me the most disrespectful thing and suggested we call Kim and ask why it took longer than 15 mins to get the order. I am thinking he is definitely sipping on his own supply if he seriously has the Gaul to speak to any customer like that.
I snapped and replied "look are you going to take my money and make me another order (over $70.00 worth of food)!" He replies "I don't care about the money I already gave it away." I am thinking; It's not my concern what you decided to do because you thought I wasn't going to pick up the large order that Kim placed via phone, I'm paying you for the oder I will receive to go.
He then says " I'll have to charge you extra for taking longer than 15 mins." I walked away at that point.
There are serval things that could've made this experience better a few are 1.) If there is some sort of time limit to pick up an Oder, (which is dumb) that should've been told over the phone Or posted on the website as that disclaimer was not given so I don't see the reason for the strong enforcement, unless you don't want to over work your staff. Which is not my problem, pay them more.
2.) Take accountability for the decision that was made and find a solution. You just laughed in my face and gave me NO sort of desire to support your establishment. The Excuses that were made were piling up and it was becoming disturbing. You said the order was placed at 5:30pm give you 15 mins to make which makes the food to be ready around 5:45pm I arrived around 6:10pm. It shouldn't matter how late I come to receive a pick up order, there also could've been steps to confirm my arrival if it mattered that much.
I'm quite shocked this was my experience because the family I was picking up for said the food Is usually really good. I guess good food doesn't mean good service!! I would give it 0 stars if I could. read more