Mill Mountain Coffee & Tea

Review: My wife and I ordered lunch on 6/2/2016 at approximately 12pm. There were less than 10 people in the establishment at the time. We stepped directly to the counter to order with no one in front of us. We ordered two sandwiches, nothing special. Took our seats and proceeded to wait. Four other customers proceeded to place orders about 5-7 minutes after us. We noticed their food orders were coming up ahead of ours'. They also had ordered sandwiches. after twenty minutes of waiting my wife inquired about our order. She was told it was "rush hour" and they were running slow. We waited 5 more minutes and decided to cancel our order. The "manager" proceeded to tell us to wait while she checked on our order. We stood there longer, obviously she was making our food. Now 40 minutes has passed and we again requested our money back. She said she could not do that and gave us a card for a man named [redacted]. She instructed us to call him and he could authorize the refund. We left the store and immediately called [redacted]. My wife explained the situation to him and he instructed her to go back in and he would call the "manager" and authorize the refund. My wife went in and in the matter of 90 seconds [redacted] had gone back on his authorization and the "manager" again refused the refund. We left the café with no food, no money, and very poor customer service. The café is filthy and the service is terrible.

Business

Response:

On 6/2/2016 at exactly 12:36 PM I received a phone call from the wife of the customer who has filed the complaint. I asked what happened, after a brief explanation I asked for them to give me a moment to call the store and find out from my store manager what situation had occurred. At no point during this first phone conversation did I tell the customer I would authorize a refund as I had not yet received information on our side of the situation.The manager of my Salem location told me the customer in question had come up to the counter from the start and had been rude and demanded they not have a long wait time. There were 4 call in orders that had been placed before they came into the store. The 4 call in orders did come out before their food was ready, at which time it was reported to me the customer came up to inquire where their food was. The manager went to check on the food and it was being boxed up just as she went to see the status. The customer then refused the food and requested a refund. The time the credit receipt for this customer was issued was 12:15 PM. The call from the customer was made at 12:36 PM. Given the at least 5 minutes it took for this person to harass my staff. Their food order took 15 minutes to prepare from time of order to delivery. During our lunch time, this is a more than acceptable wait. The second call was made by the customer who filed the complaint. He began the conversation by stating I had two options to comply with to "make this right" before he would resort to a Revdex.com complaint and "bashing" our company on Facebook. I told him because of the recount of events my manager reported to me, as well as his threats as soon as he began the conversation I was no longer willing to speak with him and this matter was resolved. His only option was to take the food he paid for and that was prepared for him. He followed that was language I will refrain from putting in this response. My manager followed our company protocol exactly as she should have. This was a angry man who decided our establishment was his outlet for the day.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to Mill Mountain Coffee and Tea, at no point during any of our interaction with any of the staff at the Salem location, did we ever demand that our order be "hurried" or treat anyone in a rude manner. We have been customers of this location in excess of 10 years, and purchase bulk coffee beans weekly. Many times in the past, we have been disappointed with the quality of food, cleanliness of the establishment and professionalism of the staff. This is just another example of the disappointment. We have grown tired of the feeling that we receive from the staff "that we just have to take it." After having to call a district manager a second time, being treated with disrespect, we did have a hostile response, but it was warranted to the situation.We witnessed four other customer place their order following ours, and receive their food prior to us. After 20 minutes of waiting, I made my first inquiry to the original sales person, to ensure the order had made it to the kitchen. At no point was I ever rude to the staff. After another 10 minutes, I then went to the counter again, politely asked to CANCEL the order and asked for a refund. It was at this time the manager went back to the kitchen to prepare our food. At this point, we had made the decision to leave the establishment.If Mill Mountain does not care to reconcile this issue, we will gladly take our business elsewhere. We will be sure to retell the incident to family and friends in the area, to ensure they do not get treated with the same disrespect and poor business practices we have endured.

Regards,

Business

Response:

We will refund Mr. [redacted] for the original purchase price. This must be done by the District Manager of our company. Mr. [redacted] is encouraged to contact the DM at ###-###-#### to continue this matter further. I will ask, due to Mr. [redacted] calling his card company and issuing a stop payment, he bring in a copy of his bank statement referencing the sale. Thank you.[redacted]District Manager