Disappointing Experience at Sunrise Kitchen
I recently had a highly disappointing experience at Sunrise Cafe, and I feel compelled to share my encounter. I placed a phone order for pickup, and from the moment I walked in, the older lady at the cashier exhibited a lack of courtesy. Despite being next in line, she took a customer’s order behind me, only acknowledging my presence after her coworker pointed it out twice.
Upon receiving my order, I discovered it was incorrect and missing two pancakes. This mishap was not only inconvenient but also frustrating, especially considering I have a baby. Upon my return to the cafe, I was met with negative stares when I explained the issue. Although the lady at the counter offered to fix the order, she failed to bring it to me as promised, prompting me to retrieve it myself.
To my dismay, the issues persisted with the second order. I realized they had split and reheated the eggs from the initial order. When I called seeking a refund, a different lady insisted that was the best they could do and offered to have the owner call me. Frustratingly, she hung up when I pressed for her name.
The overall lack of customer service, unprofessionalism, and the questionable quality of the food have left a lasting negative impression. It’s disheartening to think that, despite being regular patrons, we were treated so poorly. I sincerely hope that Sunrise Kitchen addresses these issues promptly, as no one should have to endure such an unpleasant dining experience.
UPDATE****
I returned to Sunrise Cafe later that day to address the issues with my order. Unfortunately, the experience did not improve. The staff, seated at a booth, once again ignored my presence, and the two ladies from earlier walked by without acknowledgment. Politely attempting to get their attention, I was met with a disrespectful response, with one of the ladies saying, "we know why you're here" in a nasty tone.
I explained that I only wanted to drop off the food and leave my contact details for the manager, as I was in a rush. The response was dismissive, and when I mentioned my intention to share feedback, it was met with further disregard. My husband took over the interaction, and was finally given a refund. This should’ve been handled initially, it's disheartening that the situation escalated instead of being resolved immediately. Both women were dismissive but the one to the right of the photo had the most disgusting attitude.
After over 15 years in customer service, I find this treatment unacceptable. Despite the opportunity to make things right, the staff chose to escalate rather than rectify the situation. Regrettably, I cannot see myself returning to this establishment.
Food: 1
Service: 1
Atmosphere: 1
