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Attributes	Values
type	rev:Review
dateCreated	2017-12-13 00:00:00 (xsd:dateTime)
itemReviewed	The Second Cup
http://www.openvoc.eu/poi#funnyReviews	0 (xsd:int)
rev:rating	1 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	0 (xsd:int)
rev:text	Wish I could give this location and the entire Brand less than 1 star. I visited this location recently and the front door was not operating properly. No biggie. Right? Except that in this case the malfunctioning front door led to my 8 year old daughter seriously injuring her head and foot as the heavy glass door crashed closed at a high speed after hitting a snag as it was being opened. If you know about doors, both the sweep and the brake on the door are broken. Makes for a dangerous proposition. It snapped out of my hand unexpectedly and swooshed back so fast it took me a second to figure out what had happened. Still. No biggie. Things happen. I'm a big guy. But my daughter is 8. And lots of people are not as big as I. And even I could have been caught off guard and knocked down by this door. My daughter was knocked down. She was very distraught. Bawling. Lying on the ground with her foot stuck under the door and wrenched to one side. So I attended to her immediately. I got her up and helped her limp inside. I got over to the counter so she could lean against it while I tried to calm her down and assess her injury. It was pretty obviously a bad scene. As I was doing so at the cash, the server peered over the counter at me "may I help you?" Daughter with tears streaming down her face. Me: "ah. Yes. Your door is broken." Server: blank stare. Me: "it's really broken. Seriously. And my daughter was just injured by it". Server: "oh. I don't know anything about that. Did you want to order?" Me: "huh? Are you kidding? Is the manager here?" Server: "no". Me: "look I just need to redeem points for some beans but I need to take care of my daughter". Server; "ok. These ones?" Pointing to beans. Me: "sure" annoyed. Server 2 steps in: "everything ok here?" Me: "no. Everything is not ok. My daughter is hurt. Your door is broken." Server 2: "oh. Ok. I will ring you through then?" Me: "I'm using points". Server 2 "oh well the beans you chose are extra charge". Me: "are you kidding me? The other server told me these beans were the ones...and besides my daughter is hurt....I am taking care of her". Server 2:" ok well could you just move out of the way then". Now comes the better part....server 3 comes along "is everything ok?" Me: "I'm sorry. No it isn't ok. My daughter hurt her foot and her head in your door. It's broken. Did you know that?" Server 3: "oh yes. We do know the door is broken. There's nothing we can do about it". Me: "pardon? You know it's broken? And you aren't doing anything about it?" Server 3 : "yes that's right." Me: "it's dangerous. My daughter is really hurt". Server 3: "I know. Other people have also been hurt" Me: "pardon me? You know the door is broken. You know it's hurting people? And you are doing nothing about it? And you don't plan to do anything about it?" Server 3: "we cant do anything about it". Me: "you could get it fixed? Or put up a sign? Or help my daughter?" Server 3: "well it's not up to us. I just work here". Wow. I love that line "I just work here". People are getting physically hurt by our store because of our admitted negligence. But I'm not able to do anything as a human being because "I just work here". So I emailed Second Cup. I got an automated form letter reply offering me more reward points. 4 days later. My daughter has a deep bone bruise on her foot. Possibly ligament damage. Nothing broken though. Just before Christmas Break. It will take at least a month to fully heal. She has a bruise on her forehead. Nobody at Second Cup asked if she was ok. Nobody has indicated that this broken door will be fixed. And that's why another global franchise that gets the whole customer experience thing is going to slowly push Second Cup entirely out of business. I don't think I've ever receive such an unsatisfying experience completely devoid of empathy in my life. I was shocked. I am shocked. And I will now go out of my way to avoid Second Cup and to tell this story of shamefully bad service to as many people as possible. How many points is THAT worth Second Cup?
http://www.openvoc.eu/poi#coolReviews	0 (xsd:int)
rev:reviewer	Craig

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