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| - Hands down the worst customer service experience I've ever had in my entire life. I work in the service industry and never have I been so appalled at the way an employee in the industry could choose to talk to and deal with a customer.
First of all I will say that I stop here regularly as it's on my way to work, normally in the morning. However in the last week I have dealt with the same employee twice and both times left in near rage. Today just put it over the top for me.
I wanted to try a different type of coffee so after I waited for a bit for someone to finally acknowledge me on the speaker I asked what was in a particular iced coffee drink. I said "I've never ordered this before and I'm not really sure what's in it, the drink next to it on the menu looks like it has oreo's in it and I just want to make sure I know what I'm getting since I've never had it before." The clearly irritated response I got was "I don't know what you're talking about." I reiterated that I wanted the Iced Mocha. Response " it comes with coffee and cream in it but you have to ask for that". I said "ok well I'll have the iced mocha with coffee and cream then".... silence.... I waited for a prompt of what size I'd like or how much the total would be... and waited... and waited.... I decided to just pull forward.
After waiting for the car ahead of me to pull forward I came to the window and the employee in the window named some completely different coffee to me than what I had ordered. Not "did you have the (type of coffee here)?" just snapped the order to me which wasn't even the right one. I assumed this wasn't the same person I had spoken to over the speaker since my order wasn't right. So I said to them "No. I asked for an Iced Mocha, but no one ever asked me if I wanted a small, medium or large. I also was never given a total.... So I'd like a medium. I don't know how much it costs but here's $6".
Now The correct response to this should have been "I'm so sorry about that, the medium Iced Mocha will be $x amount of dollars.
I would have left satisfied and with my coffee and stayed a returning customer. HOWEVER the response I got was "Well it's not my job to ask you what size you want. Its yours." I said "excuse me?" He quickly responded with "We're busy in here it's not my job to ask you what size you want" and I said to him "Look I'm in the service industry too, I'm a customer, you shouldn't talk to me that way" (by the way this was at 4:20 PM not a busy time).
THEN HE SAYS TO ME
"BITCH I don't got time for this" shut the drive through window on me and said "BYE" while waving his hand emphatically at me.
seriously.....
So I yelled through the window I wanted to talk to a manager.
Response "He doesn't have time to talk to you"... still through the closed window.
I'll admit I yelled back because I was beyond pissed off at this point. I told him I'd sit there until his manager had time to talk to me.
During this time someone else finally came to the window, while meanwhile this employee was running around in the background snapping his fingers back and forth and yelling that he was "gonna find me" that he was "gonna get me".
seriously.... over an iced coffee.
Whoever this person was that came to the window either was definitely not a manager or was poorly trained at being one because not once did he apologize to me for the actions of his employee and not once did he tell his employee to move away from the window/situation. He let said employee continue to raise hell right behind him, screaming and yelling at me about how he was gonna come "get me".
I explained to him exactly what had happened. Still no apology. I explained to him that I was also in the service industry and had waited on a prompt (ie.... what size would you like the same way I have to ask what side would you like with your entrée) but was never asked nor was given a price for my order. I told him I'd never be back, that this was just ridiculous, being called a BITCH and being threatened. Being told they were to busy to ask the questions I'm sure their training tells them to.
Furthermore, I explained to this "manager" that last week I came through the drivethru and ordered a combo breakfast.... sandwich and coffee. This exact same employee took my order and my money. After he handed me my sandwich he turned away from me to talk to one of his employees about some sort of love life problems he'd been having. I waited for my coffee.... and waited.... and waited..... he turned and looked at me and then continued his story like I was wasting his time.
I never got my coffee that I had ALREADY PAID FOR that day.
Still this so called "manager" never once said "I'm sorry" or "we'd like to keep your business".
I'll spend the extra dollar for coffee at starbucks next time, at least they know what customer service is about and treat their customers with an ounce of decency.
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