This doesn't even earn one star. I visited this store two days before Thanksgiving to order lunch (hot turkey bowls) as a treat for my coworkers and I to celebrate the holiday at the office. I ordered using the kiosk in the store, and selected 10 hot turkey bowls and 1 hot turkey sandwich, without any complicated specifications. This was around 11:40am, ahead of the lunch rush. I have never felt more embarrassed at a Wawa food service counter in my life. The level of unprofessional customer service by the staff was incredulous. After I placed my order, I went to the cashier to pay. While standing in line, I thought I had heard my order number being called, but didn't think my order was completed that quickly, so I didn't acknowledge. At that point I heard some of the staff behind the food counter, say "Oh look, she's in line and not even paying attention to us!" Everyone in the store heard this rude comment and watched as one staff member approached me in line, just to verify that I had in fact ordered 10 turkey bowls. I confirmed and continued with paying for my order. She had not mentioned that there might be any issues, in regards to running out of ingredients, so I didn't think anything of it. While waiting at the food service counter, I watched the staff put together my order. At that point, someone behind the counter told me that I should have called ahead because I was depleting their supplies. She had a bad attitude and was extremely rude. Her comment did not even make sense; they were going to sell 10 turkey bowls that day regardless if one person ordered, or 10 individual people. Should those 10 people have also called ahead to alert them of their order? No.
After completing my order, they had apparently run out of stuffing, a key ingredient to the turkey bowls. The same staff member who had told me I should have called ahead, called me to the counter and said that they were "short one half stuffing" for the last turkey bowl, offering me a substitution of mac and cheese. I was happy with this option, thinking that I was still getting some stuffing plus mac and cheese, because that was how I understood "short one half stuffing".... half. When I reiterated that to her, she rolled her eyes and said sternly, "We are out of stuffing". To avoid further confrontation, I asked her to explain what ingredients were going to be in that last bowl. She spoke to me as though I were a five year old. It was humiliating to say the least, in a crowded store. As I was gathering my bags, I realized that they had only prepared the 10 turkey bowls, leaving out the hot turkey sandwich. They quickly put it together and basically threw it in my direction, as though it was rude of me to ask for more food.
Another patron placed his order and was told they were out of stuffing. You could see his disappointment. The staff's response to him was, "This is why", as they gestured towards my order and pointed directly at me. This was extremely rude and uncalled for. That customer ended up walking out of the store, even after they offered him a refund. Whether I myself, as one customer purchased 10 hot turkey bowls, or there were 10 individual customers purchasing the same, they were going to run out of the ingredient either way. It was unnecessary to blame me as a paying customer ($75 order). I felt as though I was being shamed for making a large purchase or that it was completely unheard of for someone to order more than one hot turkey bowl 2 days before Thanksgiving. It was not my fault as a paying customer, that this location was not prepared with the proper inventory of ingredients. We are in Pennsylvania, where people love Wawa and look forward to this time of year to get their Turkey Gobblers/ Turkey Bowls. Manage your inventory better, work on your customer service all around, and understand that during lunch time you might be asked to put together multiple Turkey orders especially during the week of Thanksgiving. read more
