Agnes — Restaurant in Houston

Customer Service is 90% of this rating. I had ordered to go through Uber eats, because honestly, the prices weren’t much different than ordering through the toast option, and I could use Apple Pay. I wanted to make sure my food was ready because I am on my way to clients. I’m often in the area, but it always seems like it wasn’t convenient, however, there is a lot of parking. But I don’t think I will be back unless it’s just a pick up and leave quickly because of the service. When I came in, I just wanted to look around the shop first, which seemed fine and then I came to the counter and was greeted, but it was kind of a half hearted greet, which whatever, but then I told them I was there to pick up my order, and the woman just stared at me and grabbed the ticket and began filling it, and started to just hand me my bag when I had to remind her that there was a Matcha latte attached to the order with oat milk. No big deal that it wasn’t ready even though it was marked ready, I just waited because I’d rather have a fresh drink anyway. However, I wanted to take a menu to go and I asked the other lady at the front if I could take this menu or if it was for people here and she stared at me in a very weird way and just said both. Just very cold. I would consider them a specialty place so for what you pay, good customer service is somewhat expected. The next part is somewhat my fault because I thought the order was for an iced Matcha latte, but I must not have marked that through Uber, when she went to hand me the hot drink I said oh it was supposed to be an iced latte, which she made a face, and then started making an iced latte, and when she was finished, a simply said it on the counter, I said, here’s your Iced matcha… there was never even a thank you for coming in, nothing. Just for me that means a lot because there are 1 million other places in Houston and the places that I go to weekly are the ones that make me feel welcome not the ones that made me feel...

Last night I walked here with my family and was looking forward to finally visiting for dinner. Our waiter, Kim, quickly dampened the excitement by calling us a hot mess when we weren’t ready to order. I didn’t want a large meal, which seemed overwhelmingly bothersome to him. In hindsight, the pressure he put on me to order is infuriating. At one point, I gestured at my sister’s Mezze plate and asked if we could have another one. He rudely snapped, “you need to be more specific”. SURE, I could’ve been more specific, or Kim could just communicate with less aggression. Maybe avoid scolding a paying customer and skip the pretentiousness all together? I was also breaking a sweat trying to keep my 16-month-old from throwing a plate on the ground at that instant. So the “hot mess” comment was likely warranted, but certainly not appreciated. My family and I did our absolute best to salvage the experience, but I regret not calling attention to his degrading remarks and demeanor while we were still at the restaurant. I was also surprised when I realized through a bank notification that 20% gratuity was added before I even had the check in hand to sign. I suppose that’s how you have to operate when you berate and insult patrons. I should mention that I love coming to Agnes for lunch and for the convenient market. Although, as much as I thoroughly enjoy the food and proximity, this was such a negative interaction that I’ll consider other options when I want to enjoy a carefree meal...

The staff here is absolutely wonderful. The recipes are enjoyable and the sourcing of ingredients is thoughtful and intentional. The managers are all upbeat and well meaning people who help bring a smile to peoples faces and make a sincere effort to remember regulars preferences and service them accordingly. The higher management of the establishment leaves a lot to be desired. They arent whole-heartedly invested in running their business properly as demonstrated by their lack of due diligence in maintaining a security system (their cameras don't work, ask the gentleman whose car was broken into in front of the non-operational camera), their refusal to pay their staff equitable living wages, and their tendency to derail every genuine business development discussion into either a venting session about their personal life (get a therapist) or shying away from engaging with matters that more mature business owners would face head on by bringing up the latest entertainment they have consumed. So tip the service staff well and don't shy away from taking some of the delusionally overpriced goods from the storefront without paying for them, the companies bottom line...