What does United Airlines and Zoe's kitchen have in common? No, no one got banged up and dragged out of the store, but the customer service was seriously lacking.
I placed a large family meal order last Wednesday morning because I needed to feed 5 people for a staff lunch meeting the next day. 10 chicken kabobs, rice pilaf, roasted veggies, and hummus/pita. The person who took my order said it would be ready at my requested pick-up time at 11:30 am the next day.
It's Thursday and I arrive at about 11:45 am to pick up; I usually come a few minutes later since restaurant pickup can run behind, I get it. The place is packed with the line out the door so I'm thinking, "Damn, I'm smart, I ordered a day ahead of time".
Apparently, that didn't mean much since my order never got started. The cashier notifies me that my order will be ready in a few minutes and to grab a seat. Ok, that sucks, but it happens.
15 minutes goes by and I'm still waiting. The line is about half of what it was when I arrived, so it seemed like people were getting their orders ahead of me. I'm running late to my lunch meeting, so I check in with the cashier again. She tells me that they're still working on it and apologizes.
I'm pretty pissed off at this point. Another 10 minutes goes by and the cashier comes around and says they can only do a 1/2 order of chicken since they RAN OUT OF CHICKEN. How could they be out of chicken if my order was supposed to set it aside yesterday?? The cashier offers to substitute the other 1/2 of the order with salmon. I just accepted since I needed the food now as the folks at my office were spamming my phone on the food.
The cashier comes with the food about 10 minutes later and I rush out to head back to the office. I was there an extra 35+ minutes than I needed to.
It doesn't end there...
They call me that afternoon to tell me that I forgot to pay. Crap, I was in such a rush to get out. I call them back the next morning (Friday) to give them my credit card and to complain about the service. I ask to speak the manager and the cashier said he's busy (even though I hear him in the background), but that he would give me 20% off on my next visit.
I gave the person my name and number for a callback, and have not heard from anyone since.
Food wise - 4/5, good, fresh and healthy. Everyone agreed it was a solid choice, but were "hangry" by the time food arrived.
Sorry Zoe, I like your food, but your service completely spoiled the experience. Not going to be ordering group orders/catering options in the future, y'all lost that business.
== EDIT 4/28/17 ===
The manager finally called me back and apologized for the mess. Because the Arboretum location is next to a hotel, they get a flood of traffic from them, which is a good and bad thing. It seemed like a lot of things went wrong at the same time. The manager comped my order and did his best to make it right. It doesn't fix the experience I had, but at least it was addressed, and I would be willing to give Zoe's a second chance as the food was good.
I'm upping my review from 1/5 stars to 3/5 stars because of this.
All USA
What does United Airlines and Zoe's kitchen have in common? No, no one got banged up and dragged out of the store, but the customer service was seriously lacking. I placed a large family meal order last Wednesday morning because I needed to feed 5 people for a staff lunch meeting the next day. 10 chicken kabobs, rice pilaf, roasted veggies, and hummus/pita. The person who took my order said it would be ready at my requested pick-up time at 11:30 am the next day. It's Thursday and I arrive at about 11:45 am to pick up; I usually come a few minutes later since restaurant pickup can run behind, I get it. The place is packed with the line out the door so I'm thinking, "Damn, I'm smart, I ordered a day ahead of time". Apparently, that didn't mean much since my order never got started. The cashier notifies me that my order will be ready in a few minutes and to grab a seat. Ok, that sucks, but it happens. 15 minutes goes by and I'm still waiting. The line is about half of what it was when I arrived, so it seemed like people were getting their orders ahead of me. I'm running late to my lunch meeting, so I check in with the cashier again. She tells me that they're still working on it and apologizes. I'm pretty pissed off at this point. Another 10 minutes goes by and the cashier comes around and says they can only do a 1/2 order of chicken since they RAN OUT OF CHICKEN. How could they be out of chicken if my order was supposed to set it aside yesterday?? The cashier offers to substitute the other 1/2 of the order with salmon. I just accepted since I needed the food now as the folks at my office were spamming my phone on the food. The cashier comes with the food about 10 minutes later and I rush out to head back to the office. I was there an extra 35+ minutes than I needed to. It doesn't end there... They call me that afternoon to tell me that I forgot to pay. Crap, I was in such a rush to get out. I call them back the next morning (Friday) to give them my credit card and to complain about the service. I ask to speak the manager and the cashier said he's busy (even though I hear him in the background), but that he would give me 20% off on my next visit. I gave the person my name and number for a callback, and have not heard from anyone since. Food wise - 4/5, good, fresh and healthy. Everyone agreed it was a solid choice, but were "hangry" by the time food arrived. Sorry Zoe, I like your food, but your service completely spoiled the experience. Not going to be ordering group orders/catering options in the future, y'all lost that business. == EDIT 4/28/17 === The manager finally called me back and apologized for the mess. Because the Arboretum location is next to a hotel, they get a flood of traffic from them, which is a good and bad thing. It seemed like a lot of things went wrong at the same time. The manager comped my order and did his best to make it right. It doesn't fix the experience I had, but at least it was addressed, and I would be willing to give Zoe's a second chance as the food was good. I'm upping my review from 1/5 stars to 3/5 stars because of this.