(HORIZONTAL) RACIST EXPERIENCE - DO NOT WASTE YOUR TIME AT THIS LOCATION!!!…read moreOn Sunday, March 30, 2025, around 9:30 a.m., I purchased 5 breakfast combos for my family and I. On route to my destination with my husband driving, I realized that they got my entire order incorrectly! None of the breakfast sandwiches had eggs and cheese!!! The eggs were the main reason I bought the sandwiches, to ensure my family and I got protein in our meal. Immediately, I called them and left a message about the mistake. Shortly after, a female (South-Asian accent) called me back to say that they got the message. Although she sounded as if she was in a rush with the conversation, she took my full name and told me that I can stop by the restaurant anytime to get two free combos to compensate for the location's mistake. She provided me with her name (Jer/Gerwin..) which I was unable to write down - considering that I had the phone in one hand and a sandwich in the other hand, as I examine it. And before I could get her to repeat her name to write it, she hung up the phone. On Sunday, April 6, 2025, I stopped by the said restaurant to get the two complimentary meals, and to my dismay, I had a horrific experience of HORIZONTAL Racism!!!!! I explained to the supervisor that my order of five combos last Sunday was incorrectly done and that I was informed by someone at the restaurant to stop by for two free combos. The South Asian female supervisor asked for my name without writing it down and went to the back of the restaurant. She also asked for the name of the person who I spoke with, which I tried pronouncing. I stood waiting for a while. As I waited, a White customer came in and told the (South-Asian) cashier that she was in the drive-thru and did not get a receipt and that she did not get some items she order. Immediately, she was asked and given what was missing from her order without interrogation. Recognizing that I was waiting for awhile, I asked a White employee how long does it take to check if a person's name is written in their book. She stared at me blankly and then went to talk to the supervisor. Then she came back and said 5 minutes with an unpleasant demeanor. I asked her why does it need to take 5 more minutes to see if my name is in a book!! Her response - "I don't know" with attitude. Shortly after, the supervisor returned and said my name was not in the book. When I sternly explained that the restaurant did not do my order properly last week and that I was told to stop by, she raised her voice at me and told me that she would not attend to me until I lower my voice - reinforcing the stereotype of my expression as an aggressive and angry Black woman!! In addition, she said that I orginally told her that I was to get 5 meals free and now I am saying two. Right away I recognized that she misunderstood me and rather than asking for clarification, she allowed her prejudice/unconscious bias to cloud her judgment to hear what I was explaining. I promptly told her that I was experiencing racism in that a White woman got what she wanted without the cashier verifying if she was truly in the drive-thru or checked the receipt that the restaurant would have a copy of. Yet in my case, I had to wait until the supervisor felt like responding to me to say my name was not in the book. Then when I asked for a business card or name of the owner for the store, the staff either ignored me or stared at me rudely. THEIR CUSTOMER SERVICE is beyond subpar and UNACCEPTABLE!!! They need training in equity and customer service. I will NEVER buy from that location and I will ensure to use Word of mouth too so folks know to boycott that restaurant. For me, it is not about getting 2 complimentary combo, rather, it is the principle of treating everyone equitably. Whenever Black folks project their voices to passionately express themselves, they are labeled negatively, and this restaurant reflects that their supervisor/manager who worked on April 6th, around 9:15 a.m. lacks awareness and training in customer service and implicit biases.
