Katy G.
Yelp
I recently had a very disappointing experience at your restaurant, and I feel compelled to share it. I placed a mobile order for pickup at the location closest to me, which happens to be on the University of Minnesota campus. Although I had never been to this location before, I chose it for convenience (which, unfortunately, turned out to be not convenient at all and actually ruined our evening).
When we arrived, my husband dropped me off to go inside to pick up the food, and meanwhile, he was circling the block waiting for me to pick up the order as no parking was available. After a considerable wait, he called to check on me because it was taking so long. There were only two workers in the front: a busy female employee at the register and a male employee who appeared to be responsible for passing out food. I stood at the to-go area, staring at my food sitting there for about 10 minutes while the male worker walked past me several times, avoiding eye contact. I began to wonder if I was in the wrong area or if there was some unusual procedure at this location since the worker didn't acknowledge me, so I wandered over to the cash register area, but there was a huge line out the door at this point.
I returned to the pass-out counter and watched the male worker talk with someone in the back for a few more minutes. When he finally finished, I asked if he was working, and he responded with "What?" I repeated my question, explaining that I was there to pick up my food. He clearly heard me and walked away with a smirk on his face, then started bagging someone else's food and passed out several other orders, while my order continued to sit there for about 10 more minutes.
Meanwhile, my husband was getting increasingly frustrated as he continued to circle the block three times in rush hour traffic, all the while our food was sitting behind the counter being held hostage by one of the most inconsiderate and disrespectful workers I've ever encountered. I was just trying to grab a quick to-go order. After being ignored, I snapped a photo of the employee, and only then did he finally help me (you can see my order sitting there behind his shoulder, getting cold while he handed someone else their hot food). I wonder how much longer it would have taken him to help me if I hadn't taken his photo? Never, maybe. He finally asked me what I was there for, and I had to repeat my name twice. He eventually handed me my order without any apology for the wait.
This employee's behavior was completely unacceptable, especially during dinner time, which is just shocking. I also find it personally offensive, as a former restaurant worker putting myself through college - I just can't believe customer service has gotten this shameful. I encourage you to review the footage from the restaurant as it's truly a sight to see. I believe he should be fired, because he clearly knew better and was being rude on purpose. It's important to understand that your customers are not just college students who will tolerate this kind of service. I love Cane's, but I will drive out of my way to avoid this location in the future.
