Should I Be Mad That My BLT Did Not Include L and T?
A customer service issue occurred yesterday that really bugged me and I wanted to get your take on it.
First, I like to think of myself as the kind of customer you want to wait on. I'm very polite and seldom complain about anything. But this one really puzzled me, so here we go. And yes, I am deliberately avoiding naming the business.
I ordered a BLT to go to for my wife Jennifer to bring to her for lunch. While the sandwich is being made I'm looking at the selection of chips, cookies, pop, and not really paying any attention to how it's being prepared. I was asked if I wanted any "extras." I said, yes, cucumbers and mayo. Everything is wrapped and bagged and I take it to Jennifer, who texts me a couple hours later, thanking me for bringing it to her, but she wishes she had specified she wanted lettuce and tomatoes on there, too. WHAT?!?!?!
I called the eatery and asked for a manager. He was not rude, but not overly helpful or concerned, either. I explained the situation to him, and asked, shouldn't I just logically assume that a BLT would include lettuce and tomato? I was told no, that due to health concerns, allergies, etc., they can only put items on the sandwich that customers specify. And since I didn't say I wanted lettuce and tomato on my bacon-lettuce-tomato sandwich, they were excluded. He said he'd remind the prep person "next time" to let me know. Uh-huh. I guess given that policy, I should be grateful that at least the bacon made it on there! A pretty misleading name for a sandwich, huh? By the way, bacon-cucumber-mayo is not a great combo.
Again, I am not a jerk customer. I did write them a letter. And I am not looking for a handout, but you would think maybe at least an offer would have been made to send a coupon or something to make it right and keep a customer happy. Any thoughts out there? Go.