
I am a big fan of the chocolate cheesecake from Lorenzo but today I decided I am not going to have it anymore. I was at The Avenues killing time and on my way out I decided to pick up some cheesecake from Lorenzino Cafe so I could have them at home. It wasn’t my first time, its become a habit for me every time I visit The Avenues.
Today though there was a new manager there and he was a total dick. I went up to the counter and the manager came up to me, I told him I needed cake to go. He was like full cake or slices? I told him I needed two slices. He told me he wouldn’t be able to do that. I was like huh? Why? He told me he didn’t have any staff to action my order. I was like you have that guy (I pointed to one) putting cake on a plate, can’t he also put cake in a box? He told me no he couldn’t. I stood there for a few seconds bewildered before I decided to walk away.
I thought about getting into an argument with the manager because what he was saying didn’t make any sense but then I was like fuck it, its there loss if they don’t want to sell me cake. I should have gotten his name though so I could make an official complaint but I didn’t. All I remember was that he was Lebanese and had a shaved head.
I think this was one of my worst customer service experiences because it was such an avoidable incident. Usually I complain without offering a solution but today I decided I would.
What the manager should have done was the following:
a) Action the order himself which is what I would have done. At work when something needs to go out urgently in my department and there isn’t anyone to action the job then I would do it myself. Last Friday when Lorenzino was MUCH more packed, the manager (a different one) gave us the slices of cake himself. Its not brain surgery, its just taking cake from the fridge and placing them in boxes.
b) If he was too lazy to give us the cakes himself he could have at least told us that we could have the cakes but it would just take a bit longer then usual because they were really busy. Or maybe told us to come back in 15 minutes.
Anyway, I don’t need their cheesecake and I don’t need Lorenzo. If anything I am better off now since cheesecake is fattening.