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| - Well, I can't say I will return to this location after my experience. Customer service & common etiquette seems to be a foreign subject to the employees here, especially the "manager"!
First- while the hostess taking my to-go order on the phone was very polite... she forgot to hang up. I thought what I had heard was her attempting to ask me one last question before I clicked "end" on my end... unfortunately, what I heard, was the hostess in full blown gossip session w/ another employee in a pretty horrid manner! Not only did they have NO problem speaking ill about several tables of patrons currently dining, in their requests for BASIC items entailed as part of the job for being wait staff, but the abundance of profanity & ugliness included in this bash-session left me hesitant to want to show up to pick up my food!
I understand I ordered late, but it was not close of business. I specifically asked when I called to order if it was still OK to place an order 1 hour before closing- they said "of course!"
There was no hostess @ the stand when I walked in (15 min later). The sign said "please wait to be seated". Well, I didn't need to be seated, it was a to-go order for pickup, but there was no sign directing to-go orders to a different location. As I stood there for 10 min waiting, I noticed the table that seemed busy, full right NEXT to the hostess stand was actually a table of 7 employees! Every one of them disregarded me as I stood there waiting, until FINALLY, 1 abruptly looks at me & barks, "we aren't seating anyone now. If you need to pick something up, you SHOULD be at the bar!" Wow... how the hell was I supposed to know that?! It was 9pm & half the tables were still occupied but there was no hostess to direct me!
The young lady @ the bar was nice enough. But, opening 1 box to "verify" the order was correct, when there was 3 boxes, total, was obvious she was preoccupied & didn't have the time to deal with my "inconvenience". She kind of made that clear when I went ahead to open the other 2 boxes & check while she ran my card... "I JUST verified your order!" Yeah, kind of... excuse me for wanting to make sure everything was there & accurate before I drove all the way back! And I kind of PAID for it to be accurate/verified.
So, I guess what topped it all off was the "manager" & entire way the staff @ this establishment reacts towards & treats their customers. I turned around to ask if I could give my phone # to collect the reward points on my account. I was abruptly told, "too late, you already paid & the transaction is closed!" Well, I just spent over $40 for dinner being brought back to some of us who are working double overtime & really just wanted a good bite to eat on a much needed break... it would have been nice to collect the points so the next time we could all enjoy free chips & salsa to share! i don't see why it would have been an issue to pull my account up & add the receipt confirmation for the points after just giving them decent business AND a tip even after the way I was acknowledged.
Turns out, the "manager" I was directed to speak with was one of the 7 employees camping @ the front entrance table who entirely disregarded me then proceeded to bark directions @ me when I first arrived. Do you assume he was much help?Why even bother to bring up the phone call malfunction, either?! Nevermind 3 stood blocking the walkway & did not budge as I tried to maneuver around them w/ bags of food in both hands attempting to exit.
I can't say I am eager to return to this location. I understand I came in close to the end of business. But there were still a good portion of other patrons just beginning to place their orders, dining in!
So I feel like it is piss poor customer service to expect patrons to automatically know they need to go to the bar for to-go orders after standing @ a vacant hostess stand w/ a sign that says "please wait" when you first walk in, & then having a table FULL of socializing employees entirely ignore you standing there until the "manager" decides to bark @ you to find the bar. And then you get criticized for checking the remainder of your order that was not verified beyond opening the first box, all while being denied points for the money you spent after having to also listen to employees bad-mouth other patrons in an explicit manner after initially placing your order.
Just, WOW. I worked as wait staff in customer service years ago. I'm not oblivious to the job. But I certainly would NOT have had a job had I practiced any of the antics I experienced this establishment's staff partake in this evening.
Applebees is just down the street... seems like they may be a better option next time around! At least until this location gets some etiquette training for their staff.
How I was made to feel upon arriving/exiting (the entire duration of being inside), before having even had the chance to eat any of the food, already left a sour taste in my mouth.
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