I preordered 45 mins ahead of time, I get there and as I'm explaining my frustration that it was not completed, the self identified assistant manager named Shay was talking over me, down to me and stating it was my fault for them not having it ready. Then as I requested she let me finish a sentence, she told me she didn't like the way I was speaking to her and that I was no longer welcome to their establishment because she couldn't explain even though she did explain after she let me speak after asking her not to talk over me. It was just excuses and blame deflection. This is the 3rd time they have messed up or not even completed a preorder, clearly I was a bit miffed but I did not deserve to be blamed and belittled. Shay clearly needs training on how not to belittle, accept blame, and deescalation tactics. How she became an Assistant Manager is beyond me and likely explains why this location has a lot of customer service problems.
Another customer came up to me and stated I was the 4th customer that was belittled due to their mistakes in the last 25 minutes.
I have never felt so disrespected in my life.
Edit: Also to add, this person refused to provide their managers name or the owner of the location. I will be making an official complaint to head office and I hope to have a reasonable discussion with the manager or owner about the conduct experienced multiple times.
The first time I ordered a 12 cup takeaway, the cashier took my money and walked away. I stood there looking like a fool wondering what was going on and called out to someone. And Shay once again spoke down to me to "tell me how it worked" but that did not include telling the customer that to "have a seat as it will be a 10 minute wait for fresh coffee to be brewed." Instead I received "ma'am it takes time to brew it. We don't brew extra coffee so you should have pre-ordered. You are going to have to just wait."
Second time I pre-ordered 2 x 12 cup 45 mins early, and somehow it was still my fault for it not being ready when I came to pick it up. read more