Aaron T.
Yelp
Allow me to share my feedback on two visits to this establishment. Initially, I refrained from reviewing it as the experience was quite average, with somewhat slow service, though understandable for Bend. However, my second visit left me utterly dissatisfied.
To summarize the issues:
- I waited in line for 15 minutes just to place an order. This wouldn't be an issue if the staff prioritized those in the store instead of handling online and phone orders simultaneously. Rule #1: Attend to in-store customers first.
- After ordering, I observed chaos as staff struggled to fulfill orders. It seemed like they lacked proper training. The manager's frantic attempts to sort things out only worsened the situation. I empathize with her, but the solution is simple: focus on existing orders before accepting more. Turn off online ordering temporarily if necessary.
- The constant apologies grated on my nerves. I heard the same excuse at least eight times: "We can't fit all the meat on the grill at once, so we're backed up." Rule #2: Don't make customers feel sorry for your lack of preparation. Offer a solution, not just apologies.
- After enduring 35 minutes of this spectacle, I moved closer to the counter, silently waiting. It took another 10 minutes for someone to approach me, not the manager or the staff nearby, but a perceptive young employee from the back. He asked if I needed help and inquired about my order with the manager.
- Here's the tipping point: Upon hearing "can we get a rush on this order for Aaron," I realized my order hadn't even been started. I requested a refund, which the manager struggled to process, compounding my frustration. She should have offered a refund and compensated my $25 meal as a gesture of goodwill.
This experience is unacceptable for a chain restaurant that boasts about being fast on its corporate website. The simple act of grilling meat and serving it in a pita shouldn't lead to such chaos.