Wawa — Restaurant in Florida

This place has been going downhill consistently since the pandemic started. 75% of every delivery order we placed was wrong. So today I decided to go into the actual store, because I thought that would make mistakes less likely.

I ordered 2 drinks, and after waiting 20 minutes, asked one of the employees where in the queue my order was. He said he didn't see it anywhere. I spoke to a manager, and she first said it was my fault for not staying near the drink handoff area, then she said it was just because they were really busy.

They WERE busy, but I waited until I was the only person left at the handoff area. The manager confirmed that there was indeed a mistake and finally got around to making (remaking?) my order. But I never got an apology or explanation or anything else; all I got was the accusation that it was somehow my fault.

I worked in customer service for 7 years, so my take on what I saw is that the manager of that location is keeping it understaffed so it looks like they're making money. But such a shortage of manpower during the lunch rush on a Saturday is foolish and ends up reflecting badly on the company, as this review of mine hopefully...

I don’t think I’ve ever written a Google review before but I felt led to today because of a worker I frequently see at this location. I’ve been coming to wawa for years, and I love it. The workers are generally very nice people and willing to help; but Hyacinth, who I believe works at this location, is truly one of the kindest human beings on this planet. I’ve seen people be so rude to her multiple times now but she still treats them with respect and kindness. She remembers me and always asks me how I’m doing and how my day is going, and it lights up my day even when it’s not a good one. It seems small but goes a very long way in the service industry.

I’ve owned various different companies in my life and I would hire her purely based off of my interaction with her, because your employees are the face of your company; they decide which customer continues coming back or doesn’t. She has made me, and everyone I’ve seen her interact with feel so welcomed. You’re doing a great job Hyacinth!! Thank you for your kindness...

I am a loyal Wawa customer! I believe in the app; if you do not have it... GET IT! It IS worth your time.

Store was overall clean and friendly... BUT, put in a special order for a cup of meatballs. Was never called for my special order, paid, went to the food counter and my order was ready. Told the gentleman there how could it be ready I was never called for my special order? He looked at the ticket and said what was the special order. I told him very little sauce and slid it back across the counter to him. He then proceeded in a firm tone to tell me I did not need to throw it at him. Sir, if I had thrown it at you you would have been wearing sauce and meatballs! Gentleman needs to be retrained as to the guidelines when executing orders placed...