After someone from the Tom's Urban team reached out to me, I spoke with the VP of Operations regarding my experience and was delighted with the level of customer service he provided. They seem genuinely concerned with their customers' experiences and I value that a lot in a business. He offered me a free meal in the Downtown Los Angeles location (where I live) to make up for my mediocre initial visit.
Thank you so much Doug, and the Tom's Urban team! I'm excited to review the DTLA location! It's awesome to know that they take feedback so genuinely.