I know I only gave 1 star in each category, bc if I'm dissatisfied w service that's what I do. I called in at 815, for a pick up at 1030. I'm very specific n know how to communicate exactly what I want. I ordered 2 different burgers, both w brioche buns. Not the hawaiian bread, that usually comes standard. I received one w brioche but not the other. I think the order was taken n put in wrong, so not the kitchens fault on this part. What I do have an issue w the kitchen is, my food wasn't ready til 1050. Now I do appreciate that it was fresh n not just sitting there. But I ordered for pick up at 1030 for a reason. I've been here before n food service was reasonable, today it wasn't. Now I've worked in a kitchen before, so I know how long food should take to be ready. Plus I had ordered it 2 hrs ahead of time. For my food not to be ready til 1050, tells me they didn't put it down until after I scheduled it to be picked up. I'm not sure if they were short in the kitchen or just inefficient. Maybe it was a communication problem? Whatever it was, it produced a terrible experience for me. Oh yea also I had to send it back, so I had to wait another 5 mins for that. Usually if I have an issue w something similar to this, I will ask for a manager. This time I couldn't, because I was already late to where I was going after I left. This is the second time I've been here n the food is great. Hopefully they can get their customer service part together.
Update:no response from the owner on my review, but yet all.other reviews after mine have garnered a response. Food is ok, customer service not so much!
Update 2/22/24: after Andi Ott, I guess the GM, finally responded to my review. She asked me to email her n I did, she has yet to respond. So I guess that novel she wrote in response to my review, was for not? Another eatery with questionable customer service
Another update:unfortunately your last response shows your utter lack of customer service. I have been in the customer service business for over 35yrs n know good customer service when I see it. And this isn't it. The food is great, n the customer service has been good at times. But for you to portray what I did last visit as something that made your manager Sam uncomfortable, I beg to differ. That's part of the life of a manager, dealing with customer complaints. Managers are always in uncomfortable situations, If your manager can't simply hear my complaint n find a way to make my experience better, then that shows the lack of training you have given her. At no time did I raise my voice, curse or say anything disrespectful. I simply asked how often they see you, bc I was told your the GM but not in the store all the time. So I completely understand you not being there. N was told that. So I explained my situation n asked if you treat them well. Which I heard you did. I just simply said that I'm glad that you treat them well, but not me so much. I have been in multiple managerial positions where customer service is our business. Never have I tried to sever a relationship over a customer bringing a complaint, n brings it poignantly n professionally. I believe the problem is not me but the lack of training you have given your managers.
Finally let me give you an acronym that any of your customer service agents can follow to deal with any customer complaints, which I have employed in all my decades of customer service.
L.A.S.T.
L., stands for listen, which they did.
A., stands for apologize. Apologize for whatever happened for this complaint. Such as, 'im sorry that this happened, let me see what i can do to make your experience better'. Which was not done. This leads into the next letter of this acronym which is S.
S., stands for solve. Solve the problem that the customer has brought to their attention. Which also was not done.
T., stands for thank. Thank the customer for bringing this problem to their attention. Which also was not done.
So out of 4 areas where you could've practiced good customer service, you failed on 3. That's the source of my frustration. Thank you
Service
Take out
Meal type
Lunch
Price per person
$10–20
Food: 1
Service: 1
Atmosphere: 1
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Service
Dine in
Meal type
Breakfast
Price per person
$10–20
Food: 5
Service: 5
Atmosphere: 5
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Good food good beer nuff said lol
Service
Take out
Meal type
Breakfast
Price per person
$10–20
Food: 5
Service: 5
Atmosphere: 5
Recommended dishes
The Hangover
Great vibes and great food! Recommend any hotdog and breakfast burrito!
Service
Take out
Meal type
Breakfast
Price per person
$1–10
Food: 5
Service: 5
Atmosphere: 5
Recommended dishes
Beyond Breakfast Burrito
For a small place the service was great. The food was super good. You can customize your beverages. Cost is comparable to everywhere else around here.
Service
Dine in
Meal type
Dinner
Price per person
$20–30
Food: 5
Service: 5
Atmosphere: 4
Recommended dishes
Impossible Slider
I did an online pickup order, first time eating there and the sandwich was amazing!
Service
Take out
Meal type
Lunch
Price per person
$1–10
Food: 5
Service: 5
Atmosphere: 5
Recommended dishes
Chicken Sandwich
