Kenny's Sub Shop

JUN 1 7 1016Dear [redacted], ID #[redacted] Sorry for the delayed response, but we did not receive the prior notice. Hopefully, we are able to re-open this case. We do apologize for the consumer's poor experience. We have looked at the schedule, and at the time of the incident, there was no...

manager on duty. It was just the cashier, and we believe that she was just flustered and busy at the moment. That however, does not excuse her attitude and we have talked to her about how to handle herself in busy situations better. Where the consumer says she “stomped away” and “snapped", we do not believe she acted in such a childish manner, she was just rushing to get to another order. The cashier also said she was not ignoring them, she was just finishing an order so it could be sent out. We truly believe that she had no ill-intent, but since there is a cultural difference and since English is not her first language, the cashier may have come off much harsher than she meant to. Our restaurant has an open kitchen, and there are times when customers have asked “Why are they mad?" or “What are they fighting about?” when in reality, they are just conversing. I tell the customers that they are not angry, it's just how they talk to each other in their dialect. The different tones and intonations comes off as harsh to the foreign ear. We truly are sorry that the consumer had a negative experience and we have talked to the cashier. We have given her phrases to use if such a situation presents itself again, such as “Please let me know when you're ready,” or “I’ll be right with you.” Should I contact the consumer personally, or will this be forwarded? Please let me know if you have any further questions. Feel free to e-mail me at [redacted].com-All the best, Christina Z[redacted] Kenny's Sub Shop 130 Rollins Ave, Suite A Rockville. MD 20852