I have meant to write about this as soon as it happened but I just haven’t had the time to sit down and blog away. And as you may imagine by now, even if I’m no longer as heated up, I’m still disappointed with how this whole scenario was handled. More so because, after I wrote about it on Red Mango’s Facebook page, I got a reply via FB Messenger and I was told that my information will be forwarded to their Customer Support team. That was it however… no more no less… no reaction… nada.
So that dismal day happened on July 3, 2016 at 5:30 p.m. at the Red Mango Hewlett, New York. My husband and I went to pick up brownies. We saw that they were having a special deal so it was even better. If you buy two you get one free. We decided to buy four so we expected two free. But I would not have decided to buy the brownies had the girl behind the counter did not offer that they can frost all of them. They only had one brownie with frosting at that time. We paid for the purchase and we waited, and in a few minutes the girl who frosted the brownies proceeded to bag them.
I immediately saw what she did. She was sliding the freshly frosted brownies in a regular bag. I told my husband to request for a box but the girl said they do not have a box. As soon as she was done sliding the six brownies in two bags (three each bag) she proceeded to drop them in another bag all together. Then when she attempted to hand the bag to me I said: can I just see how they look? I retrieved the two bags in the bag, slowly opened and saw the most disgusting looking brownies – all of the frosting got stuck in the paper bag. Who can stay calm seeing that? I said, you could have put them in the same bag loosely so the frosting stayed intact. She said that’s how they do it. At that point, I had to demonstrate how it could have been done to preserve the integrity of the frosting therefore they look more palatable and inviting. The argument got heated, I demanded a refund and won’t take any of them. They immediately said – no we don’t do refund. I said, no that’s not possible. I want to speak to your manager. They said, they have no manager in the premises. I said, I will not leave until you refund my money. Then one of them tried to reach someone on the phone. I had no idea who but there was no one on the other line. They processed my refund but refused to refund the whole amount because they claim that I touched one of the brownies when I did the demo. Truth is I did not, as I was holding the brownie with the bag in place. The girls behind the counter were so mean that one of them had to say “you should have just baked your own brownie” in response to me when I said that I know how to navigate properly around baked goods because I used to bake a lot.
The staff at the Red Mango Hewlett, New York are ill trained. I have never came across two mean girls who have no regard that they are in fact representing the two brands (Red Mango and Nestle Toll House) that they are peddling inside the store. I hate to generalize, and when I say staff, I only mean the two girls who were left manning the counter at that specific moment when it happened. I wonder if customer service was part of their training, or if they had any training at all before they were tasked to man the counter.
Needless to say that Red Mango lost two patrons forever (I guess, they are too big that losing two will not mean anything to them). It was at the Hewlett branch where I started my love affair with Red Mango yogurt in 2013. That’s been three years of being a loyal patron. You bet, this one incident is not going to make me go back to Red Mango forever.