Edit to add: Repeated poor reviews concerning the extremely rude manager, yet owner continues to side with the manager and tell customers they are wrong when they feel they've had a poor experience.
I absolutely loved the food and smoothies here and I am so very sad and angry that I will now have to take my business elsewhere due to the complete lack of professionalism and customer service.
I have given this place multiple chances over the course of 5 or so months of being a faithful and religious customer. They just cannot ever get my order right and it's always everyone else's fault but theirs. They have repeatedly left items out of my order and at first it was Grubhub's fault for not showing my order, then they blamed the driver saying he stole some of my food. The owner of the restaurant reached out and as mentioned earlier, placed responsibility onto everyone else, but personally delivered my correct order which I really appreciated. She went above and beyond and that was one of the main things that made me want to continue giving them my business. I was told to text her with any further issues.
After months of getting hardly any sauce in my wraps, and quietly eating them completely dry without saying a word, I started very passively finding ways to politely ask them to give me more sauce as to not stir up any trouble. I was trying my best not to make it a huge deal because it's never my intention to upset anyone. I decided to start leaving detailed notes with my order and calling in with my requests as well. Sometimes the "manager" who answered the phone was polite, other times I was given major attitude. I passed it off as them being overwhelmed but definitely took note. I was at one point pretty aggressively told by her that they always read order notes, leading me to presume they didn't want or need me to call in. After repeated issues with them STILL not reading my notes, they gave me some VIP cards which I have yet to even use, and the issue itself was still not corrected. Today they gave me completely dry wraps again so I called and asked them why I didn't get extra sauce this time when it was very clearly detailed in the order note. I was told once again it was Grubhub's fault and not theirs. If they have had this many issues with Grubhub after all these months, maybe it's time to stop partnering with them!! I order plenty of food on Grubhub and no other restaurant seems to have any issues with them, let alone multiple issues...
I decided after months to finally take it higher up and text the owner again as she assured me I could do if I had any other concerns. I was immediately treated like she didn't care to hear what I had to say because she had already spoken with the manager and decided I was was wrong. She came at me very accusatory, and proceeded to tell me that I already got VIP cards a month or so ago, trying to imply that I couldn't have any further concerns? I have yet to even use the VIP cards. I've just been continuing to place orders at my own cost... You can't just give VIP cards then rub it in your customers face when a future problem arises. I would much prefer to just have the issue corrected over getting the cards... I was made to feel like I was a liar, or a "Karen" who wanted more free stuff. She then proceeded to attach a picture of my receipt to prove I was "lying" and never asked for any sauce...
As someone who works in customer service, this is absolutely not how you treat a customer whatsoever. I didn't want anything free I just wanted my future orders to be correct so I could continue enjoying the restaurant. All of this was made very clear when I reached out. They will not be getting anymore business from me and the unused VIP cards will be going in the garbage. Terrible customer service skills. They will blame everyone else and even their own customers before they accept ANY responsibility. read more
