Cafe Zupas — Restaurant in Draper

Customer Service is a fine line. Unfortunately too many people abuse this to gain for themselves, AND usually at the price of the business which is NOT OK. BUT .... treating customers respectfully is ALWAYS the RIGHT thing to do. Tonight my son went to Draper Zupa's to pick up food for our family, 8 different orders that he stood in line to order and bring home for us. As you know they generally provide a roll and a chocolate covered strawberry with each order. Well our 8 orders only received 3 rolls and 3 strawberries. I decided to call Draper to let them know of my disappointment and was basically told they didn't believe me, because she couldn't find the order? Which she assumed was an online or call ahead order. She even said she knew that it didn't happen because SHE was the one packing that had packed the orders at the specific time. I had the receipt in my hand with the exact time, amount and order id#, that I offered her twice. She finally took the order # and said it didn't exist. Well it did I had the receipt in hand. It wasn't a call in order.... but she automatically assumed it was and continued to insinuate I was lying. I was then put on hold (which was really just the phone being set down on the counter, I could hear everyone around the phone) The manager came over and they discussed my situation (of which I could hear the annoyance in the employees voice as she explained the situation to the manager, as though I was lying) he told her to tell me that they are actually a complimentary item and wouldn't reimburse me (which I NEVER asked for) but if I wanted to come back (40 min round trip) I was welcome to come get the strawberries. She came back on to repeat what he said to her. She said I could come back and get them.... I asked how they would know I was picking up the strawberries due to an error in the order. She said she would put my name at the register? I decided to call to just let them know they have an opportunity to do some training and let them know a customer was disappointed ... instead it was a NEGATIVE response to which I felt I was being accused of lying and being dishonest. Very disappointing and since the Lehi is the same distance from us they will now become our go to...

afe Zupas food is so great, and I eat here all of the time. This two star review is for their app, or rather, the fact that their online ordering system gives unrealistic pickup times. My 3rd grader has had a rough school year so far, and this morning when she forgot her lunch I made a secret plan to take her her favorite meal, Cafe Zupas. I ordered and it was to be ready at 12:10, so I could drop it off to her when her lunch starts at 12:20. I showed up at 12:05, and finally at 12:29 with no food in hand, I grabbed employee Derek (who was great, thanks for your help) and explained that an 8 year old is now 10 minutes into school lunch with nothing to eat because it’s 20 minutes past the time that this order was supposed to be ready and there is no end in sight. Derek quickly grabbed a kids meal for her (it included some kind of soup that was different than I ordered, but whatever) and I was able to make it to my daughters school in (hopefully) enough time for her to have something to eat, just 20 minutes past when her lunch started. When I saw her in the lunchroom I could tell that she was upset, but when they handed her the bag from Zupa’s her face lit up. This is now the third time I’ve ordered online from here and had it take significantly longer than the app said it would. Please figure out a better system. If it’s going to take 45 minutes for an order to be ready, tell us that it will take 45 minutes. If we order and select a specific time for it to be ready, have it ready...

LOVE their Mushroom Bisque!!! And their TBA... GREAT ITEMS!!! That being said, and I am so sorry to say... the service tonight was just horrid. The girl who was taking the order at the sandwich area was sooooo rude!!! I watched her berate an older gentleman in front of us. Stone faced and her voice... horribly condescending!!! The man couldn't have been less than 80yrs old and she spoke to him like he was a dolt... Now, the reason I bring this up is I am with my 80yr old mother. Who has dementia... and understands...well, not as much as she used to. About 20%. And if this girl spoke to my mom like she did to this older couple? I would have handed here a** to her. She needs to be sacked!!! Get rid of this cancerous individual. I don't get it... This restaurant is USUALLY stocked with such wonderful, friendly people! Super nice!!! This girl, once a customer approaches, she goes from barking in Spanish SO LOUD to her coworkers to speaking to customers like we're jerks and I didn't appreciate it one bit... her laugh is hideous!!! Since we as a society are not allowed by the rules of thin skinned ninnies to describe anyone, thats what ill leave it with. Speaks Spanish like a white person, dark hair in a ponytail, hat, and the most hideous laugh you've ever heard... ugh...thats all... im saddened by my review and people, im sorry... but their food is...