I love Native Foods.
Wait, I should clarify. I love their food. And the people who work in their stores. And the fact that they’ve caught on with a non-vegan and non-vegetarian crowd and are showing people that vegan food can not only taste good but great.
Now the part I don’t love: this company has perhaps the worst customer service I have ever encountered from a business. Not at the stores. There the people are, for the most part, super friendly and helpful.
But have you ever tried to email them a question or concern? Quite possibly you just answered yes. Did you ever get a response to your email? Quite likely you just answered no.
What is with a company that puts an email address for customer service questions on their website and then doesn’t reply? Bizarre.
One manager told me that the company is only willing to pay one person to handle all the emails and that it’s too much for one person. Another manager at a different store told me the owner is very controlling and all emails are routed straight to him. Who knows? All I know is that the second I mentioned the word “email” to both of these managers their eyes rolled up in a way that let me know they’re well aware of the company’s huge customer service problem and have to listen to complaints about it from customers all day long. They both told me the same thing, which was basically: If you ever have a problem at a Native Foods please don’t try to email just come into the store and ask for a manager and we’ll try to make it right for you. Good advice.
And what does all this have to do with their Westwood location? Well, first of all, I’ve found that location to be the best run, have the friendliest staff, and be super-well managed. Wish I could say the same for Culver City. *sigh*
So yesterday, wanting a Chicago Dip sandwich because I fear it might be gone come next week when I believe the new menu is set to debut, I drove over to Westwood Village. I then did the mandatory 15 minutes of circling before finding a spot. But hey, it’s worth it, because I love that sandwich!
I get out of my car, put my coins in the meter, and then start walking down the block. Step + anticipation, step + anticipation, step + anticipation. I’m almost there. Step + salivating anticipation. I’m there! I put my hand on the door handle and pull.
The door does not move.
It’s 6pm. I look around. My brain tells me to admit it to myself: they are closed.
Now a normal business would have a sign up on the door or window telling you why they’re closed during normal business hours, right? Especially a business that has a signholder attached to the wall right next to its front door. But that’s empty. Empty as in, someone took the time to remove the large menu that’s usually in said signholder but did not replace it with a sign of explanation. This is a bad sign.
I try calling. You know, since a normal business would have an outgoing message telling you what’s going on. Ring Ring Ring. Hope fades to acceptance. Ring Ring Ring ring ring…
While I’m standing out front, for about two minutes, six — that’s right — six separate parties come by, try the door, look at each other surprised, look at me, exchange shrugs, and walk off.
Now if you patronize that location, you know they’ve been going through some changes. They’ve been renovating the space next door to become their new restaurant, and during this renovation they’ve stayed open, but have forced any diners wanting to eat there to consume their meal straight from a cardboard box. You can’t imagine how awkward and unpleasant it is to eat a hot meal from a cardboard box until you try it. It basically interferes with every biological pleasure receptor designed to make you enjoy a meal. With most companies I’d assume they’re forced to do it this way because of some arcane zoning rule or something. But with Native Foods you never know. Might just be a clueless owner or something.
The last time I ate there — a couple of weeks ago — it looked like renovations for the new location were getting toward done. I was psyched. But mind you, still no signs up announcing an opening date, and of course nothing letting you know they’re going to shut down the existing restaurant for a period of time before the new one next door opens. Yesterday I peeked through a hole in the plastic sheeting covering the inside of the window and it looks really close to done. Signs are up and everything. I even took a photo. It looks nice. With an upstairs dining area and all. Can’t wait. Really.
So when I got home I checked their Twitter to see if there was any information on the Westwood location closing or opening. You know, because any normal company with a Twitter would use it for exactly that purpose. To let their customers know what’s going on. I searched back a month. Nothing.
Then I went to their website’s blog. Again, searched back a month. Nothing.
Finally, I looked at their “locations” page and lo and behold there it was: Currently Closed for Expansion/Remodel Re-opening May 1st
Perfect! Because that’s exactly where customers who have been to that store a hundred times would look for information for that store: at the place that tells them where the place they’ve been to a hundred times is located.
This is also a company that, keep in mind, asks for your email address in order to give you one of their Rewards Cards. And then you use your email to log into their website and check your points and rewards totals. But does this company ever then use your address to send you updates and information about the company, you know, the way every other company in America does? Nope. And by the way, there’s even a box on the website that says: “Sign up for the newsletter” — I’ve entered my email address into that box a number of different times, even though they already had my email address. Did I ever once get a newsletter — or ANY piece of email from them? Nope. *sigh*
Native Foods owner: you’ve got lightning in your hands. Your chain is expanding, thriving. Loosen the reins a little bit. Delegate more. Hire additional people to help you out. Do whatever you need to do in order to keep your customer service problems from cutting against the good will generated by your food and your staffers. Because most people only put up with bad customer service for so long before they go elsewhere. And these days, there are a lot more elsewheres opening up.