I had a very unfortunate customer service experience with Latham Bagel today. I have patronized this restaurant in the past and recently starting to order under the current ownership. The food has always been excellent, very nice menu. Today however, one of the sandwiches in my online order was not correct (instead of Ham and Cheese, only cheese). Not a big deal, mistakes happen. My Husband called to make the shop aware and just wanted the correct sandwich or a refund for the difference in price. During the call, when the employee he was speaking to relayed his concerns to another worker he clearly heard in the background "what do you want me to do about it". At this point my husband told the employee he heard the comment and said it was poor customer service, we did not make the error and he was just expecting then to correct the mistake. My husband was frustrated about being questioned about how the order was placed and the rude comment but did not yell or swear. He was told they would make another sandwich and I went to pick it up. When I went in I explained to the young female employee, mistakes happen, it just caused frustration to hear the comment "what do you want me to do about it". The employee explained she made the comment because she is new and did not know what to do with online orders. She apologized and I told her no worries mistakes happen. All was good until the owner comes to the doorway and rudely said "it that her"? I asked the employee if the owner wanted to speak with me. At this point the owner came to the front counter and raised her voice and told me my husband was rude and people make mistakes and her daughter, the person he spoke to was in tears and told me never to order from them again. I was taken back for sure. I did not do anything. I was calm and was waiting for the sandwich. I had a nice conversation with the employee helping me prior to the owner's outburst. I asked the daughter if she cried, she looked fine to me (I was there within 5 minutes of the call). I was very surprised the conversation with my husband would cause tears. Then a male working the counter yelled to me to get out of the store, I was disrupting the business. I was not, I never raised my voice. I just wanted to get the sandwich and go home to finish my disrupted lunch. It was the owner who was disruptive. I found it interesting, the behavior the owner displayed to me (I had done nothing), the very same behavior she accused my husband of. However, my husband was not rude at all in his conversation. The owner was to me. As I was being loudly kicked out of the store, I gave the guy the finger. Not something I prefer to do but, this was so frustrating.
Now in the meantime, before I got to the store, the owner also called my husband. She was very rude and accused him of being rude. Providing your phone number for orders is not for this type of call. I felt this was harassment. I guess she did not get her frustration out of her system and needed to go off on me as well. Sets a great example for her daughter.
So just wanted to share. The owner really did not need to tell me not to order from them again, Latham has many similar business, also excellent food, who welcome customers and strive to provide excellent customer service, so I did not plan on returning. read more