"When I called, Gabriella answered the phone. As soon as I mentioned my sandwich and the missing bacon, she immediately acknowledged the error with an "Oh yeah" and took my name for the next time. After the call, I told my husband that it was reassuring to know she remembered the mistake; I was concerned they might think I was trying to pull a fast one.
Then, I received a follow-up call from Anna, the owner. She began by informing me that I hadn't been charged for the bacon and that cheddar cheese is usually an extra charge, which I also hadn't been charged for. This part of the conversation was confusing and felt somewhat accusatory. Anna explained that the FOM doesn't come with bacon by default. I clarified that I was aware of this, which is why I asked for it to be added. I was still puzzled because my main concern was not about the charges; I was simply upset that I didn't have a lunch I could eat and enjoy. Anna stated that she was trying to provide the best customer service possible, and I told her Gabriella had already accomplished that. She sarcastically responded that she was glad her staff was performing well.
Anna then offered me a cannoli on my next visit. I mentioned that my sandwich was incorrect and that Gabriella seemed fully aware of our request, but the bacon hadn’t been added. I also pointed out that there had clearly been another error regarding the cheese charges and that this call was leaving me dissatisfied. Anna replied that she was also unhappy because I was telling her how to run her business. I reminded her that the error was theirs, not mine, and ended the call by wishing her a nice day and stating that I wouldn’t be returning. Throughout the conversation, her voice quivered and she seemed angry, defensive from the moment she picked up the phone. I expected her call to be an apology, but instead, it felt like I was being scolded.
In fairness, by the end of our conversation, just before I hung up, she did offer to remake the sandwich. However, by that time, the previous corrections and scolding had already soured my experience, and I no longer wanted to return.
I have managed in the customer service industry for most of my adult life, and I've learned that often, the issue isn't about the money but the overall experience itself. While nobody likes to waste money, it's frustrating not to have the meal you set aside time to get. If I knew someone’s order was missing an item, I would want to ensure they could enjoy their meal with their family without inconvenience. In this situation, I would have understood if I called back and they didn’t recall my request, and I wasn’t charged for it. It saddens me to leave this review, but I hope Anna understands that customer service goes beyond just the financial aspect. It was disappointing that she seemed to treat it otherwise."
