I wanted to share my recent experience at this location, hoping it can be constructive. After a long 12-hour shift, I stopped by for dinner to bring home for myself and my husband. Unfortunately, when I arrived home, there were several mistakes with my order, including missing items and a sandwich made incorrectly.
I called the store a bit frustrated and explained the situation, hoping for a resolution. The staff seemed confused, and after requesting to speak with a manager, I was directed to a manager who was even more confused than the staff member. When I arrived at the location, I was left waiting for several minutes before anyone acknowledged my presence. A large, dark haired woman with tattoos yelled at a staff member to get to the front. I kindly asked him to get the GM and the large, dark haired woman came back. I began telling her why I came and she rudely stated that I spoke to the shift manager and not her. She proceeded to tell me she was the highest ranking manager at this location. Jessica,which I later found out is her name, then took my order from my hands and seemed frustrated as she pulled the items out of my bag, slamming them on the counter as she went through the contents. When I mentioned concerns about unsanitary conditions I witnessed in the kitchen, she dismissed them, stating that gloves made the practices acceptable. Fortunately, I did record this and will happily be reporting this as well.
While Janet/Jessica ( I say this because she lied and told me her name was Janet originally) did eventually refund my order, incorrectly I might add. I paid $47.01 and she refunded me more. I asked her to fix it to exactly to refund what I paid and not a penny more, but she said this was the best she could do. (Red flag if the manager can't balance the register!) The way the situation was handled left me feeling disrespected. I was literally shaking by how rude,angry and argumentative she was. Janet/Jessica did not apologize for the errors or for the way I was treated. She also told me I would no longer be welcome at this location, which honestly, who cares anyway.
I believe in the importance of kindness and professionalism in customer service, and it's unfortunate that my experience here fell short of these expectations. It's a reminder to businesses that a positive and empathetic approach can make all the difference in customer loyalty. We won't be returning to this location, but I hope this feedback is taken to heart for future improvements and perhaps consider terminating Janet/Jessica. read more