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  • I went to your location at Dana Park in Mesa, AZ tonight and felt disgusted by the lack of customer service. I stood in line with about five people ahead of me. When I reached the counter to begin my order, I was never greeted. I stood there long enough to read the name tag of a young girl named Tess, who never looked at me. She stood up against the back counter as if to take a breather from the small dinner rush. So I slowly moved towards the middle of the salad area and was finally greeted by a young lady who paid me a beautiful compliment and continued with her duties. Thinking this would grab the attention of Tess who was taking everyone's order, she still never approached me to ask for my order. I then moved toward the soup area and placed an order for a large lobster bisque soup. When I got to the register I asked for the manager. The manager looked to be early 20's. When I explained to her that Tess did not greet me and there was a lack of customer service in her store, she smiled (did not apologize) and said she would talk to her. She then went down to Tess and exchanged a few words with her. I then asked the cashier who the general manager was and the young manager was called back down to speak with me. She told me the general manager's name and still had no sense of empathy for my concerns, nor did she simply ask "what can I do to turn your experience around?" With this simple question, I probably would not be writing this compliant. Again, no sense of empathy for my concerns. I explained that I would not be paying for the meal due to poor customer service, no apology, and lack of concern. Coincidentally, the only person in the store who greeted me was a young Black girl (keep in mind I am also Black). I feel this was a form of discrimination and I will likely not EVER return to this location. I am a customer service supervisor and I would have handled the situation differently. I believe every customer should be treated with C.A.R.E. (Consideration, Appreciation, Respect & Empathy). I will also be writing a separate letter to the corporate office with my concerns.
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