Troy M.
Yelp
I began eating at Pena's Donut Heaven over 3 years ago as a drive-thru customer, which is how I became acquainted w/ Josie, the owner's sister. She usually brought my orders out at which time we'd briefly chat. I always found her to be engaging and full of positive affirmations.
On my last visit I called in my typical order: the bacon/egg and cheese breakfast croissant (bacon crispy/egg fried hard w/ provolone cheese). This was also the first time the owner ever took my order. When I arrived he was seated at his normal table beneath the menu board so I said hello. After clarifying that I was the call-in customer he replied, "Oh, so you're the one w/ the difficult order." I didn't see what was so difficult about the same exact order I've previously placed *dozens* of times but okay.
About 20 minutes later the counter associate brought out my breakfast sandwich, which already felt cold. I removed it from the bag but didn't feel any heat through the foil; unlike the considerable warmth usually felt through the bag when it's served promptly. Realizing that someone obviously forgot to bring it out sooner I patiently waited for Josie to come back inside before politely explaining that my order was not hot. Now instead of offering to correct the problem, she became visibly annoyed before turning to her brother and pleading, "Uuh, Ruben, can you handle this?!" She then stormed off to the kitchen w/out another word.
I was actually surprised by her dismissive reaction, but waited for the owner to resolve my issue. However, he tried to play it off by assuring me they don't actually prepare the food until it's ordered. Duuuh! That wasn't even the issue. But how about when an order is somehow overlooked and gets left in the kitchen longer than usual?
So instead of offering to simply remake the breakfast croissant he asked if I wanted them to put it in the microwave. Really?! Why tf would I accept such a sorry-a$$ *solution* that: (A) Shouldn't even be necessary for an order I just received or (B) Is something I could actually do myself? It became clear he was only trying to appease me w/ minimal effort. Realizing that would be my last visit I simply left and later discarded the breakfast sandwich. All this time I thought I was a valued customer, but people's actions always demonstrate their disposition.