On May 7th at approximately 845pm
On May 7th at approximately 845pm, my daughter and I was being serviced by Alana Trauffer and an African American young man. My daughter asked for sour cream for her bowl. The young man squeezed the bottle twice and mainly air came out. He then told Alana that he was out of sour cream as my daughter had asked for additional sour cream for her bowl. Alana proceeds to open a new bag of sour cream and spread this large amount of sour cream in the bowl. At this point the bowl was inedible as it was entirely too much sour cream, so I asked her for a new bowl and expressed that it was too much and that she knew the she put too much sour cream on the contents of the bowl. Alana proceeds to tell me "You are wasting food". The African American gentleman proceeds to get a brown cup to scrape the excessive amount of sour cream from the top of the bowl and was attempting to give it to me. I explained to her that as a "paying customer" I had the right to request a new bowl and not accept nor pay for a bowl that is inedible at this point. She continues to be very mouthy with me and being very disrespectful. I proceeded to ask the Caucasian gentleman in line behind me if he would eat the bowl that she had prepared for me and he verbalized no and because he witnessed the exchange and commented on the lack of customer service skills by this young lady at this point. Because Alana continued to be mouthy and disrespectful towards me, I asked to speak with the manager. A Caucasian young man whose name is Michael Greeson, identified himself as the manager. I asked Michael if he was going to let this employee talk to his customer in this manner. Although Michael apologized, it felt rushed and insincere. Michael did fix another bowl after I requested its again. Alana proceeded to make a call and was telling someone on the phone about the incident, however it was not an accurate account. At the register, Alana stood to the side of the young lady that was tallying my bill and stated that I "cursed her" and that she has the right not to service me and that the entire incident had been recorded. I told her that was great because I did not "curse" at her and I want her management to see how she treated her customer. I am extremely dissatisfied with the customer service I received tonight by your staff. I am sure that this is not the environment that you all are trying to create as other locations always say "Welcome to Moe’s" upon entering the restaurant, however this is not the case with this store location. I am a frequent patron of this establishment, and have witnessed Alana's demeanor and body language on several occasions and she is not friendly and her body language displays that she doesn't want to be there. As of tonight, I will no longer be a patron of this establishment until you all are able to treat ALL patrons equally and respectfully. I sincerely hope that you will take the time to watch the video as this young lady is in dire need of customer service classes. Furthermore, I did not appreciate her making false accusations against me as this can be very damaging to one's reputation, especially when these false accusations are made against African Americans by Caucasians. I am a respectable citizen in the community and expect to be treated as such just like to other patrons that frequent this establishment. This young lady refused to apologize after the exchange. Additionally, I called back to the store to speak with the manger and Alana responded that she was the manager. During this exchange, she still did not apologize when I brought up the importance of apologizing when dealing with customers as it goes a long way. I would like a call from upper management and corporate to discuss this matter further. I have attached a picture of the second bowl with too much sour cream. Additionally, the picture showcases the extra sour cream that was removed from the bowl.
By Laterria H.