"I frequent Larry 's at least once or twice a month. This is the first time I 've called in my order and it wasn 't ready. When I arrived 20 mins later in the drive through, I was told to pull up to 2nd window. No one came over to say anything for about 7 mins. A lady looked and said just one minute ma’am (I think okay she 's packaging my food) yummy. WRONG!!!!!!! No one else said anything to me for 30 mins. Miguel eventually came over to collect the money, but didn 't offer an explanation until I asked why is it taking so long for a called in order. He said OH, the lights went out for a minute and now he has to manually input the credit card information. This still didn 't explain why my food was so delayed. Miguel appeared young and inexperienced in what to say, but was very pleasant in his tone with me which makes for a good leader once properly trained. I left the store without checking my sandwich, because I 've NEVER had any problems before, so why would there be any now after a 30 minute wait. Well I should have checked, because it wasn 't made per my request. I requested Heavy (extra spicy mustard) with T, L, P, O and oil in vinegar. Sandwich has very little mustard and no oil and vinegar so I was VERY DISAPPOINTED!!!! My recommendation would be to train the staff how to still work efficiently in a small crisis. When I called back and spoke with Miguel he was able to repeat my order back to me, so why wasn 't it made correctly I asked him, he says Only you and the sandwich maker knows how much mustard or how it was made what is that to tell someone who waited for 30 minutes for a called in order???? This letter is not to get anyone fired, but to train on how to provide EXCELLENT customer service despite the minor reality set-backs. If my sandwich would have been made ACCURATELY, you would not be hearing from me now. I was told to contact Brian Williams at the Deerwood location tomorrow morning. I felt this was a better way of communicating my thoughts and concerns since it just happened at 7:20pm 4/2/07. Please give them gloves to wear while making the orders. Thank you for allowing me to express my experience."
