"In all my life, I have never experienced such terrible customer service. The woman serving me was incredibly rude, unprofessional, and unpleasant from the very first moment I spoke to her.
I ordered a sandwich and specifically asked for it to be extra toasted, but when I received it, it hadn’t been toasted at all. I took it back to the counter politely to let her know, and her reaction was absolutely shocking. First, she tried to deny that the sandwich had even come from her shop, claiming aggressively, ‘You didn’t get this here — I’ve been working here since this morning, and I definitely toasted it properly.’
Once I proved to her clearly that it was from her shop, she changed her story completely and insisted, with an attitude, that she had toasted it exactly as requested. I held the sandwich right in front of her and said calmly, ‘Please show me where it is toasted, because it clearly isn’t — you can see it is completely soft and plain.’ She just kept making up silly excuses, saying things like, ‘It looks like you’ve already eaten half of it anyway, so what do you expect?’ I explained gently, ‘No, I only took just one bite to check it, and I carried it carefully in a bag — that is all.’ But every time I tried to explain, she interrupted me, made up another excuse, or argued back loudly just to be difficult.
I wasn’t even asking for a refund or anything free. All I wanted was for her to simply make me another sandwich, done the way I had paid for and asked for. Instead of apologising or helping, she became loud, aggressive, and very rude, raising her voice right in my face for no reason at all. When I asked if I could speak to the manager to resolve this nicely, she told me very proudly that she was actually the owner.
I have been buying the same tuna sandwich from this exact shop for over 5 years. I know all the regular staff who usually work there, and I have always had wonderful, polite service. I had never seen this woman before, so I think she must have recently bought the franchise. It is obvious she has absolutely no idea how to speak to customers, how to be polite, or how to run a business properly — she was rude, defensive, and acted as if I was the one doing something wrong just for pointing out a simple mistake.
Her behaviour was completely unacceptable and embarrassing. There was no need for her to be so loud, hostile, or dishonest; she treated me with total disrespect, shouted over everything I said, and refused to listen to reason even when I was being incredibly nice to her. It felt like she didn’t care at all about her customers or her business, and her attitude alone was enough to put me off ever coming back.
I was so frustrated ...