Jennifer Lynn Duncan

Review of The Flying Biscuit Cafe

Posting for a friend who experienced this - I have...

Posting for a friend who experienced this - I have been going to this location for many years but after today s experience I will take a break for a while. The only reason I didn t give this 1 star is because the food is usually good. This review is more for the service, or lack thereof, that I experienced today, 3/11/21 at around 10am. A person by the name of Dana S. (1135) gave the absolute worse customer service because of her lack of excellence in putting in an order correctly. When I first came in, she was sitting on a stool and not very pleasant. I had 2 orders that I wanted combined but she said I m incapable of combining orders - even though I had done so times before (strike 1). When I paid with cash, she seemed irritated with having to do the math to figure out my change (strike 2). When I got home, I noticed my order was incorrect. I asked for pork bacon to replace turkey bacon but instead I got NO bacon (strike 3). I called the store to let them know that my order was incorrect and that I would come back to get the correct order. Dana asked what the ticket said on my order because she wanted to figure out if the mistake was on her end or on the kitchen s part. It was her fault (strike 4). In the past when my order has been messed up, associates would always tell me that I didn t need to bring the food back so I didn t this time as well. When I got back to the store, nobody was in the bakery and I waited there for about 5 minutes until a baker came. I asked him if he could get someone so he went to get Dana. When she arrived, she asked if I had the food and I told her I didn t. In a confrontational tone she said, why would you do that? (Strike 5) I told her I never had to do that before and after we had a back and forth about the policy, she huffed and said get rid of the attitude and take the base out your voice! (Strike 6) After my shock wore off, I told her I wanted to speak to manager because she was being very unhelpful. She stormed away saying somebody else please take care of this because I can t deal with it! (Strike 7). After waiting for a couple of minutes, I had to walk next door to the restaurant side and see if I was going to get the help I needed. From me standing at the door, I could hear her from the kitchen counter talking about me. The saving grace to this nightmare was the manger on duty. I believe his name was Marcus. He apologized for Dana s lack of customer service and immediately took care of me. He provided the service that I ve grown to know and love from Flying Biscuit.

The moral of this story - One poor interaction can ruin a loyal customer s experience.