I used to really enjoy coming to this location when they first opened. In particular, there is a young lady who works in the morning who has always taken great care of me. She is pleasant, attentive, and provides the kind of customer service I would expect from a hospitality establishment.
Unfortunately, my experience over the past three days has been completely different, and I feel it is important to bring this to management’s attention.
On multiple mornings, I have sat in the drive-thru waiting for someone to acknowledge me or take my order, even though the location was open. I eventually had to drive to the next window and knock because the employees appeared to be on their phones and carrying on conversations rather than paying attention to customers in the drive-thru. On one occasion, I actually had to park my car and go inside to place my order because I was trying to get to work and could not get anyone’s attention.
I work at the airport in operations, so I understand firsthand how important hospitality, attentiveness, and customer service are. I also understand that employees can have busy or difficult days, but what I experienced over the past three days did not feel like an isolated incident. It felt as though customers were simply not being prioritized.
Today was particularly disappointing. I ordered my usual breakfast and drink, and while I was paying, I politely spoke with the employee at the window about my experiences over the past few days. Instead of acknowledging my concern or offering any type of response, I was simply given a look and told to go to the next window to pick up my order. I found the interaction dismissive, rude, and unprofessional.
I am not someone who normally takes the time to complain, especially because I know how challenging the hospitality industry can be. However, I am bringing this to your attention because I genuinely liked this location when it first opened, and I would hate to see the quality of service decline.
I respectfully ask that management review what is happening during the morning shift, including employee attentiveness in the drive-thru and how customer concerns are being handled. Employees are representing your company every time they interact with a guest, and this type of behavior does not create a welcoming or professional experience.
I hope management takes this feedback seriously and addresses the situation appropriately. I would really like to be able to enjoy coming here again and receive the level of service I experienced when this location first opened.
Thank you for taking the time to listen to my concerns.