Sean K.
Yelp
Recently, I came to this location with a few friends from out of state for a Q&A and book signing with one of our favorite authors. Quite possibly, it was one of the worst experiences of our lives.
To start, the event was labeled as seating starting at 6:00 pm. We arrived at 5:20, and all seats were already taken, so we were one of the first groups of people standing. Next, either the air conditioning system was not working, or they were simply unwilling to pay to run it. It must have neared 90 degrees inside the building as it was packed to maximum capacity, and everyone was soaked with sweat, including the author. Keep in mind that most people at the event were also standing. The staff acknowledged the issue and simply suggested going outside or into the basement.
Next, the event itself was extremely disorganized. Once the Q&A concluded and the signing began, it broke out into chaos. There was no effort by the staff to ensure the line formed on a first-come, first-served basis, and the moment they announced the signing was beginning, everyone barged in to be at the front of the line. Even people who managed to get a seat were completely cut off by those who got to the event well after them.
It gets better. We arrived at the event at 5:20, meanwhile, people who arrived at 7 (the event starting time) and were originally towards the back were well ahead of us in the line (if you could call it that). Upon realizing this, a portion of our group decided to go downstairs to cool off, as advised by the store staff, while the remainder of our group stayed in line. One hour later, once the crowd cleared out a bit and our group progressed in the queue, we returned to the rest of our group. One of the event staff approached our group and gave us the paperwork for our book customization. Then, not one minute later, one of the rudest individuals I've ever had the displeasure of encountering approached our group. The staff member who approached us accused us of cutting without even letting us explain what happened. When someone tried to explain the situation, she cut them off nastily by repeating "sorry, you can't cut," not allowing anyone to get a word in. She then walked away, and we were re-approached by the original staff member (who clearly understood that we weren't cutting), and she said we were fine. She then walked away, and the rude staff member came back and said, "Did she say something different? Well, it doesn't matter; you need to go to the back of the line." At this point, other people in the line began overhearing her saying we were cutting, and they began getting upset (I can't say I'd blame them if that were the case). Ultimately, our entire group, including the people who never went to cool off, was forced to the back of the line after being some of the first people to arrive at the event.
Had the staff member approached us in a kind manner (usually customary in customer service environments, or so I thought) and heard us out and still said there was an issue, we would have totally understood and moved to the back of the line (even though the staff insisted on taking the time to cool down multiple times). Sadly, though, this was not the case, and the staff member was hostile, unempathetic, and not understanding from the start, so much so that she began making a spectacle of it.
While the location may be a good spot to purchase books, grab a bite, and chill, please avoid this location like the plague when it comes to events that draw in a crowd. Authors, please do not subject your fans and yourselves to this torture, and fans, if you must go, bring a chair, ice, and plenty of patience; you're going to need it.