Genuine Fresche - Gilbert — Restaurant in Gilbert

So I stopped in 3:02 having heard that summer hours are till 7 and was told that they're closed and I asked about the hours and she said "not today".... I just broke a 5 day fever sick with the flu. I haven't been able to eat anything or keep anything down but after going to long without food my craving for something lite and fresh that I could most likely keep down was through the roof. So to drive from the 101 and southern down to here only to be turned away with no explanation or sense of customer service really hurts. I felt so defeated and hungry and dizzy from driving here I seriously had to take a couple minutes in my car to as a grown ass man to just cry out of frustration. 1: i would have gotten here before 3:00 if I had known I had to 2: I was two minutes after 3 and the employee was completely uncompromising and callous. I understand it likely wasn't personal but as you can see everyone has something personal going on and good customer service should take that into account. I'd really appreciate if someone could reach out to me. This has been my only Açaí place for years and years and I believe loyalty like that should mean something. Again if the Genuine Fresh team could reach out and right this so that I can continue coming here and so that you guys keep loyal...

The food is always delicious but the last time I was in I was super confused as to why our order was taking so long to come out. We waited almost 25 minutes, while all of the staff sat around on their phones. (There were like six teenage girls working there and they were on their phones almost the entire time we were there) We were the only people in there aside from a small group that came in after us and finished their food before we ever got our order. It was so strange. Finally someone spoke to us asking us if we had been helped. I was super upset at this point, and said we had been waiting for like 25 minutes and they realized that they had stuck our order in the freezer. They thought it was a phone order. I was surprised how cluesless everyone was considering we were the only people there clearly waiting on our order to come out. They were apologetic. But overall it was not a friendly environment. Also, when companies mess up, particularly restaurants, they should always find a way to make it up to the customer. They could have offered me a voucher or discount or something that would have prevented them receiving...

We’ve been going here for years and never had an issue, until recently.

We submitted an online order and showed up 15 minutes later at the scheduled pick up time. Upon arrival, we saw the employees hanging out near the register. Once we walked in, they rushed into the back and told us that they were just beginning our order. Since they hadn’t even started, we figured we’d just cancel our order and head somewhere else, but it turned out that we had to jump through many hoops to even get a chance to get our refund.

To add insult to injury, they returned with our food 15 minutes later. A 30 minute turnover time for our order after we had tipped $10. I consider myself a pretty reasonable and understanding guy - and coming from a food service background myself, I understand that there can be several circumstances that push back order times - but to be hanging out in front of the store, not even having started our order?

To me, it seemed very unprofessional and downright lazy. Still waiting...