Utterly disgusted with the complete lack of customer care. It's my birthday today and my sister wanted to take me out for a nice vegan meal. My sister wanted to try something different from the menu and saw that they did vegan French toast. Looked gorgeous when it came out but one bite in and realised it was made with egg. My sister is not the angry confrontational type of person and gingerly went up to ask if that was actually vegan. Jyoti, the owner, response was so shocking. Instantly she just got defensive and said that, no, it wasn't vegan and she can't just presume we wanted a vegan option and if we wanted another one we'd have to pay for it. Speechless with the instant attitude, my sister came back and sat down nearly in tears. As we sat there deciding whether we should get another or not, the owner came back up to us to take away the toast and also reiterate the fact that she can't just presume we wanted a vegan option. Fair enough the first time, but to have it rubbed in our faces again was next level rudeness. And then she proceeded to tell us that it happens all the time that people get mixed up and if we want another we need to pay for it. Well how's that for icing on the cake.
The fact that she has previously had multiple customers who accidentally mis-order and she does nothing to learn from it or try develop her customer service skills proves to me that there is ZERO customer focus or care here and it's purely about making money.
We had ordered everything else vegan - soy milk lattes and cashew cheese avo toast. You must be pretty shit at your customer service job if you can't even get some kind of inkling that maybe the French toast should be vegan, too, or be bothered to ask. Step it up, Jyoti.
So utterly disgusted and will never return. Not only that but I will be using this experience as a topic of discussion in my weekly training course around handling customer complaints and what not to do. read more