Formal Complaint: Unprofessional Management and Order Fulfillment at OSU Campus Location…read more
To the Executive Team at Roots Natural Kitchen,
I am writing to formally express my profound disappointment regarding a recent experience at your Ohio State University campus location on Father's Day. The lack of customer care, patience, and professionalism I encountered from the Manager on Duty was entirely unacceptable, and doesn't deserve even a half star, but I had to choose one.
On Father's Day, my family ordered five bowls, two of which were seasonal bowls made with the original ingredients with the exception of extra lime. One of these bowls was specifically meant for my husband, who is currently in the hospital. I had raved to him about your restaurant, as it was one of the few healthy options he could safely enjoy during his stay. Unfortunately, the meal was prepared with a blatant lack of care. Even after it was made clear that this was a special meal for him, his portion size was equivalent to a half-bowl, and it was entirely missing the onions and tomatoes.
Seeking to resolve the issue, I called the restaurant and was placed on hold. When the phone was picked up, the staff member did not offer a greeting, a name, or any indication of who was speaking. I politely stated, "Hi, I was holding for the manager," to which she abruptly replied, "This is." When I asked for her name, her response was unclear and unkind.
Despite maintaining a calm and respectful tone while explaining that my husband's hospital meal for Father's Day had been made incorrectly, the manager was immediately combative and argumentative for absolutely no reason. Instead of offering a basic level of customer service or empathy, I was met with disrespect.
Your company's mission proudly states: *"We strive to empower people through radical accessibility to natural food."* Unfortunately, the radical lack of care and professionalism I experienced completely contradicts that standard.
Because of this deeply disappointing experience, I will no longer be a patron of your establishment. Furthermore, I will not be recommending Roots Natural Kitchen to anyone moving forward, including for any future corporate or community events I coordinate.
I hope you address this leadership and service failure with your OSU campus team so that no other customer is treated this way in the future.
Sincerely,
Latisha Roland
