"Today, I attempted to call the south location three times to place a pickup order, but all I got was ringing. Finally, I called the midtown location to check if the south location was open, and I was informed that employees are instructed to prioritize in-house customers over phone orders. I can understand that policy, but it’s frustrating when I can’t even get through on the phone.
On my fourth call, I finally reached someone and placed my order. I was told it would be ready in seven minutes. When I arrived, I was the only customer there, yet I found three employees sitting at the back gossiping instead of working. One of them eventually came out to ring me up, but as soon as I paid, she went straight back to the kitchen, continuing her conversation as if I were an interruption to her story.
Before leaving, I needed to use the restroom, and when I exited, I overheard a barrage of curse words. This atmosphere is concerning, especially as they didn’t seem busy at all; I’m sure at least one of them could have answered my call the first time. It's critical that your staff is adequately trained in customer service. Had I been with my children, I would have certainly said something.
I called around 10:48 AM if you’d like to verify the situation for yourself. Until improvements are made in customer service, I can't support a business that fails to value the customer experience."
