Thursday, November 15, 2007

Boycott Cosi!

Today I went to get a sandwich at Cosi for lunch, and got in trouble with the cashier for allegedly skipping to the head of the line. The problem was that they have really confusing signage at this place - at the cashier stations they have a sign under one register that says "Pay Here", the same one at the second register, and then a sign that says "Order Your Barista Drink Here" in front of the third register. Because I was going to order a hot chocolate along with my sandwich (note: their hot chocolate SUCKS - it's the worst one I've ever had), I went to stand in front of the cashier under the sign that said "Order Your Barista Drink Here." I stood there and waited for my turn for a long time. Well, apparently I committed a grave mistake because the cashier, who was one of the most unpleasant people I've ever come across, told me in quite nasty accents that I was lined up at the wrong place, and in spite of the fact that I had been waiting for a long time and I was obviously the next customer "in line", she skipped over to the person who was waiting after me!

I was stunned at this blatant disregard of customer service. There were a million ways for her to have rectified the situation in a pleasant and friendly manner, but instead she chose to alienate a paying customer. I should have asked her name and then asked for the manager, but I was not up to a skerfuffle then (and boy do I regret not complaining now), so instead I'm just never going to patronize Cosi in general, and this Cosi in particular, ever again.

So, readers, join my call to arms! Boycott Cosi, because my experience tells me that they don't care about their customers at all. When I worked retail at The Gap many years ago, they told us that it takes just one bad experience to alienate a customer forever. Boy, they really knew what they were talking about!


mom2amara said...

Bringing up how you worked at the GAP reminds me of how I am. Because I used to wait tables, I feel like I'm pretty tolerant of bad customer service. So when I complain -- you know it has to be bad!

Sorry about your experience. But think of it this way -- if you boycott Cosi, you won't have to wait in line of bad hot chocolate again.

Hazel Designs said...

It's very true - those of us who have worked in customer service are usually pretty patient because we know what it's like, so when we do complain, then it really must be pretty bad!