Angela M.
Yelp
We came from San Diego to visit Sul & Beans Rowland Heights again because we had a pleasant experience the first time and genuinely enjoyed the desserts. Sadly, our return visit was a complete letdown, not because of the food--but because of the UNPROFESSIONAL, RUDE and ARROGANT treatment we received from JOSEPH, who claims to be the manager.
We arrived around 10:00 PM. When placing our order, Joseph told us they were only accepting to-go orders because it was near closing. We understood and patiently waited. Then we noticed a group of young customers who arrived after us had already received their order--and were dining in.
Confused, I politely followed up with Joseph. He checked and said our order was "just being made." I repeated his words--"just now?"--and asked if they had forgotten it. He didn't respond directly, so I returned to my table. When our pager finally buzzed, I picked up the order and returned the device.
Though I was clearly frustrated, I had no intention of causing a scene. But Joseph chose to escalate the situation. He bluntly told me, "You ordered at 10:07," as if that justified the delay. I explained, we arrived and ordered before that other group, and reminded him that he said only to-go orders were being accepted--yet they were served dine-in.
His response? "They're friends with the employees."
I asked again--just to clarify--"So you're saying their order was prioritized because they're friends?"
And with a disrespectful, aggressive tone, he said yes.
When I asked to speak with the manager, he said he was the manager and stood by what he said. No apology. No acknowledgment of the unfairness. Just attitude.
With frustration, I took a photo of the place for my review. When he realized it, he even waved mockingly at me--adding insult to injury.
What a disappointment. This kind of employee--or even boss--is the kind that drives customers away and turns a good business into a failure. Great desserts can only take a business so far if this is the kind of "customer service" being offered.
I hope ownership seriously reevaluates who they allow to represent their brand. We came back as loyal customers. We left feeling completely disrespected.