This is an email I was attempting to send to C-LEVEL, the mail servers keep returning all attempts with the same 'misconfigured server' reason.Keith,I’m writing about the consistent experience of incongruences as a diner at Cafe Express. This covers customer service issues, menus, web design, very pronounced din and food preparation. All ofmy experience is derived from the Austin Location and covers fairly regular visits over several years. There are many things the staff does well, maintaining the drink/coffee/condiments bar, bussing tables, repositioning furniture, delivering the orders to the table and generally non-evasive in the customer experience. Since this summer, I’ve started reporting, via the web form, insufficient experiences. The first problem I reported was the web form it’s self. There is an arbitrary low character limitation, undisclosed time-out while typing in the notes. In my first go, I lost a block of text describing a poor experience I had.I did not want to type out everything again, so I submitted feed back about the intake process. I did get an initial response from Jennifer asking what the issue was. I replied back I wanted to report the insufficiencies for intakingcustomer comments and asked why it was designed that way. It’s been several months and no return reply. Several times, I’ve also provided feedback through the form about the abundance of sugar in sauces and dips, this I’ve not ever had a response over the years I’ve submitted feedback. An example would be the chicken strips, they only come with a sweetened mustard, I don’t like this. The staff could only offer salad dressings, a rather limited selection without sugar too, or hot sauce from the condiments bar. I sent feedback I wanted more choices, like a white gravy or pungent unsweetened sauce, and have never gotten an acknowledgement. I eventually stopped ordering the chicken. I wrote about the supposed Southwest style breakfasts loaded with sweetener and the total absence of Pico De Gallo in the restaurant. No response, so I don’t order that any more. This weekend I tried the supposed “Veggie Burger” that was another entree catastrophe. The veggie burger amounted to a nondescript mass of low flavor, indeterminate ingredients squashed to look like a patty. It would not hold together if I tried to handle it like a burger. I ate a 3rd with a spoon before abandoning it, I won’t be ordering this again. I’ve also had problems coming up with an order because the wall menus are confusing and VERY DIFFICULT to read from the register. I don’t like the layout of the hand held menus, the order line is poorly illuminated, so I stopped using menus. In aggregate I'm losing interest in Cafe Express food, try to eat elsewhere prior to visiting and only order what works and is dependable, the drinks/coffee/condiments bar. It’s not that I’m cheap, I know that the access to the location is supported by business, and admonish my fellow diners to order before and arriving at the restaurant. However, I’ve become weary of the selections.I frequent Cafe Express to meet with associates and socialize and that works fine, except that the din can interfere with conversation. However, i’ve witnessed what is left behind from a meal and asked them why, some don’t like the preparation either. Meaning, it’s not just me. I’m willing to contact y’all because I spent decades responding to customers in a previous career. I think all the problems and experiences I written about here stems from one issue, the direction of communication. From my perspective it is predominately unidirectional, Cafe Express > Customer. I say this because going the other direction is into a organizational black hole. I’m not certain why this is so. I would not characterize the restaurant experience as pedantic, perhaps it is Sugarland professionals that are being used to design the experience.
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