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  • So after being asked to "try our app" at a recent visit a few month back at another location I have become so happy to use it. No standing in lines, no digging for the wallet to pay, it is just awesome. I show up to this location (for the first time) and experienced what has to be described as a cascading set of failures. It all starts with the young man announcing my name and that my order is ready. A warm smile washes over my face as I set the computer down and head to the counter to grab my festive holiday caffeine. I walk up to the counter expecting my holiday red cup with my name printed on it, as I have done a dozen times before. This is where the first fail happens, no red cup, not cup at all?! I wait patiently as the young man finishes a frothy beverage (persuming to me mine), and hands it to Carla. Carla, who the heck is this princess that gains advanced privileges? Mind you they just called my name to get my drink - and I walked right up. Ok it's the holiday settle down it's only freaking coffee! LOL I wait, and wait, three workers took turns looking at me directly only to do NOTHING (Second major fail). I ask the young lady (standing directly in front of me) to assist, she ignores me. (Third Fail) I then, in a rather firm but not aggressive, voice directly call her name embroidered on her apron. Shaking her out of whatever la la land she was in. and ask for my drink. She complies and magically pulls out my red cup-o-frothy-joe. I ask if I need to wait, ask for my drink after being summoned to the counter - recalling I have never had to do that before (it has always been call my name, walk up, get drink, enjoy) . She says, no, but it helps. LOL Ok (Fail, not major, but still a fail - I think that is four) Here is where it really gets fun. The young man who called my name in the first place speaks loudly to get my attention (I just want to sit down and enjoy my drink at tis point) that they couldn't make what I ordered and just made something different. (Major Fail) Then he proceeded to blame the app (and therefore my use of it) for the issue, and offered NOTHING in consideration of this disconnect between execution and customer satisfaction. All in all, this was (I am hoping) and isolated incident. But clearly there is some training missing at this location when it comes to service.
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