"After waiting for 30 minutes with no further updates, Miguel finally came over to collect payment but didn’t explain the delay until I asked why the called-in order was taking so long. He mentioned that the lights went out briefly, and he had to input the credit card information manually, but that didn’t clarify why my food was so delayed. Miguel seemed young and inexperienced, but he was polite, which suggests he could be a good leader once trained properly.
I left the store without checking my sandwich because I’ve never had any issues in the past, so I didn’t think there would be any problems this time after such a long wait. However, I should have checked it over, as it wasn't made according to my request. I specifically asked for heavy spicy mustard with tomato, lettuce, pickles, onion, and oil and vinegar. Instead, the sandwich had barely any mustard and lacked oil and vinegar entirely, leaving me very disappointed!
My recommendation would be to train the staff to handle minor crises more efficiently. When I called back and spoke with Miguel, he was able to repeat my order back to me, so I asked why it wasn’t made correctly. His response was that only I and the sandwich maker knew how much mustard to use—what kind of answer is that for someone who waited 30 minutes for a called-in order?
This message is not meant to get anyone fired but rather to highlight the need for excellent customer service despite minor setbacks. If my sandwich had been made accurately, I wouldn’t be writing this. I was advised to contact Brian Williams at the Deerwood location tomorrow morning. I felt this was a better way to express my thoughts and concerns after my experience at 7:20 PM on April 2, 2007. Also, I suggest that staff wear gloves while preparing orders. Thank you for allowing me to share my experience."
