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  • Came into Roots today for brunch with some friends. I've visited the cafe a couple times for coffee and have always been pretty pleased. Today, however, was a little different. I placed my order at the counter, ordering the special and breakfast tacos. The special, was a Torta Española, so, being of Hispanic decent, I ordered it pronouncing the item in Spanish. The gentleman at the counter, who I have seen multiple times before, gave me the most incredulous, condescending attitude as he answered "so you want the special" - yes, I ordered the special the way you have it listed on the menu. I then asked about the "Cubano con leche" that was listed on the HOT coffee menu and found out it was hot coffee poured into COLD milk. When I asked why, the same gentleman at the register said, "Cubans don't like hot coffee". Being Cuban myself, I'm not entirely sure where he developed this notion that we don't like hot coffee, because every single version of Cuban coffee is served PIPING HOT. And to continue down the condescending path he was headed, he then asked "have you ever been to Miami?" - I chuckled, and answered, "yes, I was actually born and raised in Miami, both my parents are Cuban and I promise you, we don't drink our coffee cold". His response? "Glad you made it out (of Cuba)" I write all of this to say that today, after having moved to Charlotte just 14 months ago from Miami, was the first time I have encountered such a rude individual in the customer service industry. I doubt we will ever return to Roots. There is no place for such an attitude. The food was not terrible, so I'll leave you with 2 stars, but the service? 1 star at the very best. If you're going to serve Hispanic themed items on your menu, don't serve an attitude to your customers when they order & pronounce those items correctly.
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