I rarely leave a review like this, especially because I am a VERY regular customer of Angie's Prime Grill. I order from the Tempe location almost daily for myself and my staff, and the employees there are fantastic. Some know me by name, and I've always had great experiences. Unfortunately, my experience at the Signal Butte location today was completely different.
I placed my online order at 10:06 AM with a pickup time around 10:16-10:21. I arrived around 10:46, so there had been plenty of time for the order to be prepared.
I normally go directly to the drive-thru window for online pickups, as I have done at Angie's locations for roughly two years. The employee at the window did not greet me and immediately told me that in the future I needed to stop at the speaker and announce my pickup. Fair enough if that is this location's policy, but I had never been told that before.
After waiting another 4-5 minutes, she brought me an order for another customer named Jonathan. Honest mistake. I handed it back and explained it wasn't mine. From that point forward, however, her demeanor toward me was noticeably frustrated and dismissive.
I repeatedly asked, calmly at first, "Did I do something wrong?" because I genuinely could not understand why I was being treated as though I had caused a problem. She would not answer me and at one point closed the window while I was speaking. Another employee then brought me yet another incorrect order. Eventually my correct food arrived, but I was still missing my drink.
When I again tried to understand what the issue was, I was repeatedly told to "take your order." Then the employee stated that I was yelling at her. At that point, yes, the interaction became heated and words were exchanged on both sides. I am not going to pretend that I remained perfectly calm after that, because I didn't. But the hostility and dismissive treatment began well before the argument did.
The gentleman who came to the window during the situation was calm and professional, and I appreciate that.
What bothers me most is that none of this needed to happen. Two incorrect orders are understandable. A new drive-thru pickup procedure is understandable. Even a long wait is understandable. What is not acceptable is treating a loyal paying customer with hostility for simply trying to pick up the correct order and asking why he is being treated that way.
I know this is not representative of Angie's Prime Grill as a whole because I have had countless excellent experiences at the Tempe location. That is precisely why this experience at Signal Butte stood out so dramatically.
Management should review what happened and address the customer-service issue at this location. I enjoy Angie's food and will absolutely continue supporting the company, but I will not return to the Signal Butte location if this is how customers are treated. read more