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| - On Saturday, October 18, my fiancée wanted to do something nice for me after pneumonia had confined me in bed for nearly two weeks. After looking up a few reviews, she decided to try Lux, a cafe I had visited a few times in the past. Excited to get out, I agreed to go and looked forward to breakfast, which did nothing more than disappoint me.
My fiancee and I parked the car on the street and walked into the building to find a disappointingly long line. As we got closer, it became apparent that only one register serviced the entire line. While some employees did come out to ask what drinks they could get started, we still felt the line could have been decreased had another register been added. I ordered orange juice and biscuits and gravy, and my fiancée ordered orange juice, a Danish pancake, and a side of bacon.
We ordered our food and searched for a place to sit. After another long wait, our order finally came up. The pancake and the biscuits and gravy presented themselves well on the counter; however, the bacon did not appear anywhere. Thus, I asked one of the cooks about the bacon, to which she answered coldly that the meal did not come with bacon. Considering this cook might have misunderstood me, I clarified that my fiancée had ordered a side of bacon. When given a second opportunity, most people generally take advantage to correct a mistake. Instead, this cook callously answered that no bacon was on the ticket and went back to work.
At this point, I returned to my fiancee and asked her for the receipt, as I had perhaps misheard her order. She did not have it, so we both returned to the ridiculously long line and went directly to the cashier. The cashier commented that the computer system is horrible, did a few things on it, reprinted a receipt, and handed us some kind of card. Not having received an explanation, I asked what the card was, and she explained that it was a $15 gift card. She further explained that the side of bacon would be ready shortly. We finished out meal and discussed how disappointing the experience was.
I have decided never to return to Lux because this company does share the same values as I do. Most of the staff seemed very slow moving, despite a long line and long wait times for meals. In addition, the dis-service offered from the cook does not instill trust in me for the person making my food. The disorganization and rudeness of employees turns me off, and I would rather give my business to companies that offer friendly, prompt service, such as Starbucks or even Dunkin' Donuts. While you may be a local business, that alone does not entitle you to my business, especially when you offer sub-par service with a lack of systems and courteous staff. I would rather stay confined to my bed for another two weeks than subject myself to this poor excuse of service again. All in all, we had to wait in a long line, fight several times to get the food we had ordered and paid for, and be treated horribly all before noon on a Saturday.
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