Brianna G.
Google
I have been a frequent customer of the Publix Sandtown Crossing location, and while I mostly enjoy shopping at this location, I must express my disappointment with the continual poor customer service experience that is provided by the store’s Deli department. Case in point, I placed a pre-paid pickup order for a wrap on Monday, January 5th, slated to be available by 1:20 PM. Considering it was mid-afternoon, which is generally when I find that there is a lunch rush at the Deli and hot food departments, I allowed an additional 15 minutes before arriving to retrieve my order in case there was a crowd.
Typically, a pickup section can be found near the Deli for quick, convenient access. However, the layout of this particular store is not clearly defined. The pickup area for the Deli is tucked away, making it confusing to know where to find your order. That’s just a note of consideration for corporate/management, but my primary concern was the experience I had with the staff upon arrival. I waited patiently in line after circling the Deli and hot food area, unable locate a pickup area. I was greeted by a young woman who asked what I would be having, and I informed her that I was actually picking up an online order. She looked at the receipts on the counter and told me that another staff member was working on my order, so I could step out of line and that my order would be prepared shortly.
I step aside and wait for not 10 or 15 minutes. I waited 30 minutes for my order to be prepared, checking the counter to see if it was placed out after seeing several sandwiches just sitting there. My order was nowhere to be found. Remember, I placed the order for a pickup time of 1:20 PM. It is now 2:19. *Spongebob voice* ONE HOUR LATER. At this point, one of the staff members asked if I was picking up an online order. I nodded and let her know the name on the order. She asks if I checked the pickup section, and guess what? It’s tucked AWAY from the Deli. Who would’ve thunk it, huh? There it is, my soggy sandwich that I waited an hour for because instead of, “Let me check to see if your order is on the line. Actually ma’am, I don’t see it here. Did you already check the pickup area?” and pointing me in the right direction, I was told that my order was on the line, being prepared, and that I could step aside and wait…for a sandwich that had been sitting out already for—let’s say it together—ONE HOUR.