I love essence but had a very disappointing experience today. I ordered the big breakfast and wanted eggs with a runny yolk but not runny whites. Most places call it medium but I always check. The bored and disinterested girl was flippant and said medium would be fine. I warned her that I'm picky about my eggs and would send them back if it was wrong. All she needed to do was check with the kitchen. I'm really not that difficult. I have had a surgery that made my stomach very small. This means I get a couple of bites of food before I am full so having those bites be good matters. I paid $12 for a breakfast I can't even eat a 1/4 of so I want it to be good.
The eggs came and sure enough they were congealed and cooked through. I sent them back. The girl argued with me instead of apologizing. She had an attitude the entire time we were there. Never smiled. Never told us about the food. Customer service isn't that hard. Smile and be nice! Jeez.
I've been eating at the Arcadia location for years and have found them to be amazing. They also have excellent customer service. I highly recommend having this location learn from that one. I won't be back.