Tim S.
Yelp
I will start off by saying I 100% take ownership for not reading the sign completely. That's on me.
I've been a huge Snarf's fan since my first visit. I've always have good food and service. I was so disappointed today with my Snarf's customer service...or lack there of.
I saw the sign for a Mambo Combo. I love soup, so I was onboard. I told the cashier I wanted the Mambo combo. She took my order, barely speaking to me, and I paid.
When my order was called, I picked up the soup. I asked where was my sandwich. The employee, who turned out to be the manager, said I hadn't ordered one. I told him I ordered a combo and he said you have to order a sandwich.
I went back to the cashier and explained to her I had ordered the combo and paid $14.31. She said I had ordered a drink, too. [Math: $7.35 for soup plus $4.70 for a drink]. At that price, I thought that included the sandwich.
I explained that a combo implies two or more items. She just stared at me. The manager heard me getting frustrated with the lack of empathy from the cashier and came over. I asked to speak to the manager and he said he was the manager. He and I went around again with the explanations. I asked why the cashier, when ringing up my order for a combo, didn't ask what type of sandwich I wanted. No answer.
He clearly knew I was frustrated when I said, "You need to have a sign which is more clear", his answer to a paying customer was, "And you need to learn how to read signs". This coming from a manager.
I finally said "Let me order the sandwich so I can get out of here." His compensation for the $11.95 sandwich, on top of what I already had paid, was a whopping $2.39 discount.
I know it's fast food. I know it's hard to find people to work. Even though there were at least four or five employees working and the restaurant was dirty. The place should have been spotless, but that's my point. It's so hard finding GOOD customer service, let alone ANY customer service.
The food may be good, but I will never return to this Snarf's location. Their reputation has been tarnished thanks to these two top-notch employees representing the Snarf's Sandwich brand, I will think twice about going to Snarf's the next time I want a sandwich. They aren't the only place in Denver to offer sandwiches.