2 /5 Caitlin Policarpio: I went into this location with a family member and ordered 2 Balboa sandwiches which require toasted bread. I said hello to the lady behind the counter and asked politely for this order. She prepared the bread and placed it in the oven to be toasted. No problem at all! Several minutes go by and we see her run towards to oven and pull out 2 loaves of burnt bread. My family member was not happy about this, so the next time I saw her, I asked if she could please toast new bread - so that my family will not have the bitter taste of burned bread as they eat it later. She rolled her eyes at me and lightly scraped at the burnt parts off the sandwich - much of the burned portion still remained on the bread after asking.
I asked once again, “I’m sorry can you please toast two new pieces? I really don’t want the burnt part.” This made her tell her co-worker who yelled at me, "THE BREAD IS FINE! IT’S GARLIC BREAD. THERE’S NOTHING WRONG WITH IT!” I was really shocked by her response ,since the sound level in the store was not loud at all, but answered in a normal volume with a neutral tone, "I know, but I would just like it not as toasted." Several customers standing next to me were shocked by the co-workers behavior, saying "Oh my god, she (the lady working behind the counter) should be more flexible, it’s her (referring to me) order!" And even took the time to explain in Spanish that the bread was too toasted for my order. The lady behind the counter said she already understood and began preparing new pieces of bread to be toasted for my sandwich. Both women working behind the counter avoided eye contact with me the rest of the time I was there and did not interact with me until my order was finished, but looked very annoyed about my request. I was honestly excited about trying this location as I usually order from the Purchase location, but I was very hurt and embarrassed for having a specific order. It is never my intention to make other people’s lives difficult, I just was asking for the sandwich to be done a certain way so my family can enjoy the food I was bringing back for them.