Guilianna Z.
Yelp
I am writing to share my very disappointing customer service experience today 10/12/25 .
I was at the Ferry Building with my family (my husband, our 1-year-old baby), and two friends. We waited in line for a while until another customer told us the stand would open again in 15 minutes. Since my baby was getting cranky, we stepped away and returned after about 20 minutes.
When we came back, the line had been closed again. There were still a few customers being served, but when I politely asked the two employees, they simply said the line would reopen once they finished with the last guest. We waited patiently, but then the male employee told me I would now have to wait until 6:00 pm.
I explained that we live in Oakland, had already waited twice, and that my baby was getting very restless. Unfortunately, the employee showed no empathy at all--he was rough, dismissive, and completely unhelpful. He simply repeated that I needed to wait another 20 minutes.
The empanadas are delicious, but the staff's attitude was terrible--disrespectful, unprofessional, and lacking even the most basic communication and customer service skills. Front-of-house employees need empathy and clarity when dealing with customers, and sadly that was missing today.
I sincerely hope management addresses this issue and provides proper training for the staff. I would hate to see such a good product lose customers because of such poor service. For me, this experience makes me hesitant to return.