Matthew W.
Yelp
I have worked in hospitality and customer service for my entire career. I've also worked in food service, including as a supervisor. I'm not the most naturally cheery person, so I think the thing about needing to welcome someone with a smile and a super happy attitude is unrealistic. But I think that the bare minimum expectation should be that the person who is going to help me at any business, and the experience I receive from the business itself, should not make me feel worse about myself than before the transaction.
This location and the employee I interacted with completely failed to meet this expectation tonight.
I walked into the restaurant maybe ten seconds behind another customer. When I approached the line, the employee was busy setting the prep station. It must've taken too long, so the person in line left, which is a thing that happens and it's fine, no big deal. The worker scowled after her, as if it was a personal affront, and that's not really a great way to start the interaction.
Then I stood at the counter, and the worker continued to prep the station for a good 30 seconds before acknowledging me. This is a nitpick, but it's a bad look. Tell me that you need a few seconds to get something done and that's completely fine, doesn't bother me at all. It stands to reason that this employee did not acknowledge the other customer, and feeling blown off, they left, so this employee cost the business a sale. Based on the the interaction, I can promise you that they did not care.
When I started my order, I asked for a chicken shawarma bowl; the worker asked if I would like a "full bowl." I replied, "uh, yes... well, what's the difference?" And my question was completely ignored. I haven't been to naf naf since they apparently started offering different sized bowls, and having an explanation would have been nice, but to hell with me, I guess.
The employee put in the hummus and the chicken, and asked if I would like anything else, and I got Jerusalem, salad and cabbage. I asked if they had olives, and the curt "no" I got in return made me feel like an idiot for not knowing something so obvious to this worker. OK, fine, garlic sauce.
But the real kicker. and the thing that honestly pissed me off so much that I am even writing this out, is that, once she had prepared this bowl, and after I answered "here," when prompted for here to go, I was dismissively, told, "oh, it's to go only right now."
At that point, I seriously considered walking out because I hadn't paid yet and this was beyond ridiculous. I came in because I had an hour to burn before other plans. I wanted to sit somewhere warm and eat slowly for a little while. It's 7:40PM, in the Loop, in February. It's 43 degrees out. I don't live downtown. There isn't anywhere to sit that isn't cold. And a shawarma bowl isn't exactly the easiest thing to eat while on your feet.
So I stood in the lobby and ate it there, because it's warm, and the place is open, and I won't make a mess, but I'll be damned if I'm going to stand outside in the cold because the tables have already been cleaned off. And they don't trust me to not make a mess.
Afterwards, I looked on Google and reconfirmed: 9PM. I really do wonder if management knows that people are basically blown off for the last hour and a half at this place.
The food itself was not good, and I don't know if this is just a decline and quality since I've been to naf naf or what... but It was somehow runny (I guess juices from the chicken, fine, whatever), but it was the least hefty bowl I've ever gotten there. I also wasn't offered a pita which has been a mainstay of every single time I've been to one of these places.
I don't know if this employee had a hot date that they were missing out on or if they were desperate to get home, right away or if they had been there since six in the morning, but this person made me feel like crap.
I don't know if I am a total fool for coming into the restaurant that had posted hours on their front door that stated they'd be open another nearly hour and a half longer and expecting high-quality food, but that's not what I got, because the food sucked and the value was poor.
I am definitely not coming back to this spot, despite working a short walk away.
But what I definitely AM going to do is send this review to the corporate office, because this was a comedy of very small errors that led to a quite negative experience.
I am giving two stars because it did look nice and clean inside, so, good work for putting the absolute minimum effort in.