Tracie R.
Yelp
I am a native Atlantan and have been consciously making efforts to visit more of our local businesses. Today I decided to visit Rosie's for the 2nd time(1st time was last summer, I wasn't that impressed and felt like I wasted my money, especially on that Toffee Nut Latte, but decided to give it another try on a less crowded day). Placed my order on their website at 12:49pm for a Breakfast Burrito (w/chicken sausage, potatoes and cheese eggs), nothing complicated, it was the basic burrito on their menu. Received a confirmation that my order would be ready at 1:19 pm.
First sign that things weren't going to go right was the parking attendant's lack of awareness. I pulled in the lot and immediately saw a guy getting ready to leave so I pulled up close enough to him so that it would be evident that I was waiting on him to pull out. The attendant then waves me forward, so I look in my rearview to make sure I'm not blocking anyone, I wasn't, but he waved me up again, so I think maybe there is space closer up that I can't see. Nope it wasn't, so I tell him that I was waiting on the space that the guy was pulling out of, and of course, the guy pulls out and is now behind me and the attendant is looking at me with a stupid look on his face, smh. So I have to pull out of the parking lot, wait at the light and hope that by the time I turn around and get back into the parking lot the space isn't gone(because there parking lot is very small).
I went in about 1:10pm because I don't like to wait until the exact time just in case my food is ready early. I go up to the two young ladies at the pick up counter, they greet me and I give them my name, she checks the little cart that they use for to-go orders and tells me my order isn't ready yet. I say ok and stand there for a few minutes before I sit down, but in my head I'm like how long does it take for a breakfast burrito, literally that's all it was nothing extra with it, no grits, drink, nothing, just a burrito.
I wait for a few minutes after the time I was given and I go back up there and ask the young lady if they called my name, she tells me not yet, so then I ask her is this normal for it to take this long for a burrito? At that time another lady (she had wavy hair and looked like she had a tattoo on her neck) who I think was probably a manager, hears my question and replies. She tells me that they had a large party of 10, as if they aren't experienced restauranteurs and it's their first ever big party. Mind you it wasn't crowded in there at all so I didn't feel good about that reply, feels like you're already making excuses, but no one has gone to actually check on the order although I'm the only one still waiting in the To-Go area. They were standing there talking.
There's more to good customer service than just a pleasant greeting. You have to be aware of the orders that were placed and what you're waiting on, it helps you cut down on service failures and the amount of wasted time that occurs. You have to be proactive by checking in with the kitchen about outstanding orders. That's how you keep things flowing and keep all your customers happy. Finally the younger lady goes to the kitchen because now I'm standing and giving a clear vibe of "what the heck is taking so long". I can see them talking and looking on the screen and at that moment I knew my order was overlooked. She comes back to the counter, but she doesn't say anything to me. She's talking to the other workers and I can hear her saying basically they don't know where my order is.
Mind you, I'm the customer yet she never tells me this, but then the lady who I think is the manager comes over and I just go ahead and tell her in a very polite and calm voice, "hey you can just refund me if it's not ready and I'll go somewhere else". She goes back to the kitchen and the kitchen manager tells her he's rolling the burrito up now and give him about 4 minutes. She goes on to tell me that someone took my order, mind you I've been sitting there looking at the younger lady help others that came to pick up and I don't believe that because I could hear her asking their names before she gave them their order. Honestly, as soon as she started making excuses, I knew I was never coming back, I don't have time for that when I'm spending my hard earned money, especially in this economy.
Be upfront, be apologetic, fix it, no excuses.
Finally at 1:34 pm the kitchen manager comes out with my food tells me thank you, gives a quick apology and I go on my way. The burrito was hot and a large portion so he obviously tried to make up for the fact that I waited so long, but it was flavorless, dry and I didn't care for the taste of the tortilla. It would've been nice if the potatoes had more onion and peppers in them, but overall it was mediocre, I ended up only eating half of it. I definitely won't be back.