I get off work at 6:00 a.m. on the weekends and often stop by this establishment for breakfast. The customer service has always been great, and I’ve never had an issue until today.
When I pulled up to order, I had to repeat my name twice because I wasn’t sure Isabelle heard me. During my order, I asked if you still had a beverage I normally get with my breakfast. When I asked a second time about the hibiscus Sprite, I could tell she became impatient and responded, “We only have pineapple.” Seeing that she seemed frustrated, I simply said, “Okay, I’ll take the orange juice.”
She then repeated my order, but I didn’t hear everything clearly. It was around 6:30 in the morning, and I had just gotten off work. I assumed we were both probably tired, so I politely asked her to repeat it to make sure my order was correct. I was not being argumentative or combative—I simply wanted to make sure my order was accurate. Instead, she responded with an attitude and told me she had already said it.
A family member was on the phone with me and heard the entire interaction. I was honestly going to let it go, but they encouraged me to address it because of how I was being spoken to.
When I got to the window, I calmly asked Isabelle, “Are you okay?” She responded, “Are you okay?” I told her that I was fine but felt she had been rude to me. I explained that I was only trying to make sure my order was correct and that I wasn’t trying to be difficult. I simply didn’t appreciate the way I was being treated, especially since I had remained respectful throughout the interaction.
Rather than acknowledging my concern, she became dismissive. I asked to speak with a manager, whom I believe was Andrew. As I pulled up, I noticed the two of them laughing and talking. I explained that I no longer wanted Isabelle handling my order and asked if someone else could assist me.
Her response was, “So… do you want me to leave you alone for a little bit… orrr whaa?” I calmly replied, “No, ma’am. I’d like someone else to help me, and I’d like to speak with a manager. I don’t want you serving me anymore.”
After walking away, I could see her speaking to other employees about the situation and rolling her eyes as if it were a joke. That was disappointing and came across as very unprofessional. Again, I wasn’t looking for an argument. It was early in the morning, I had just finished work, and the last thing I wanted was conflict—especially with someone preparing my food.
Andrew stepped in, apologized, and the other employees who helped me were courteous and professional. I genuinely appreciate that.
Later, around 12:30 p.m., I spoke with another manager, Kelsey. While explaining what had happened, she mentioned that Isabelle is autistic and has other challenges. I want to be clear that this review is not about anyone’s disability. I have over 15 years of customer service experience, previously owned a restaurant, and have also worked as a caregiver for both adults and children. I understand that people may have different needs and that everyone can have difficult days.
However, regardless of the reason, customers should still be treated with respect. My concern is how the situation was handled and the lack of accountability afterward. During my conversation with Kelsey, she did apologize, which I appreciate, but I also felt like the conversation was being rushed to an end rather than my concerns being fully heard.
This experience was disappointing because I’ve been coming here regularly, and the service has always been excellent. Unfortunately, after this experience, I won’t be returning.