CAVA — Restaurant in Irving

Absolutely worst experience I've had in a long time with a food establishment. If I could give 0 stars I would! It's bad enough you can't order online without creating an account. I ordered online at 10:57a for an 11:30 pickup time. Mind you the first available pick time slot was 11:15. I received a confirmation email right away. I arrived at 11:40 and checked for my order and it was nowhere to be found. So I stood there by the register waiting for a chance to ask about my order. After a few minutes I asked the guy about my order that was supposed to be ready by 11:30 and he was like uhh, what's the name, I told him and he turned around and spoke to the ladies working the online orders, looked at the order screen and said it's on the screen so it should be just coming out. I continued to wait. So about 5 or more minutes go by and still no order but they are cranking out all these other orders but not mine. All these people are going through the line as walk ins getting in and out, but I'm still waiting despite ordering ahead of time to save time. So I ask again, what the holdup was, then the same guy tells me oh they got behind. No apology or anything. More orders are being set out and still none of them are mine. My lunch hour is ticking away. I am so agitated at this point because it's now after 12!!! I try to ask again what the hell is going on but before I do some lady working the online orders says something about we are working on orders made after 12p, if you ordered before 12, let us know so we can print the order. By this time it's 12:13. I am pissed and fed up at this point so I walk up and tell the guy at the register to cancel the order and give me my money back and he just looks at me like he has an attitude and I am inconveniencing him!!!! He then goes and gets what I guessed to be a supervisor or manager and he asks how can I help you? I tell him when I ordered, when it was supposed to be ready and here it is 45 minutes later and nothing. Also let him know they have taken my whole lunch hour basically and I needed to get back to work so cancel the order and refund me. He asks my name, finds the order and then had the nerve to tell me he can cancel it but I would have to email corporate to request a refund!!!!!! ARE YOU KIDDING ME?!?!? I stated so I am supposed to leave here with no food and no refund?!! He then says I mean I can give you a drink and next time you come in maybe we can...something he said, I was too mad to listen. Apparently he could tell I was beyond angry because it was only then that he finally said well I can just make it right now if you want. If I want.....really!?!? I told him fine since my whole hour lunch had already been wasted. He makes my bowl with the ticket he printed out, then asks me did I order extra falafel and in my head, I'm like don't you see it on the ticket??!! I just told him yeah. He finished and handed me my bowl and he still forgot my pita bread. Even the blueberry drink was watered down, bland and not sweet. I had just gotten food from here the day before as a walk in and it was really good so I went back today 11/13 only to have the worst experience ever. As much as I like the food here, I seriously doubt I will ever return because of...

Went to eat with my college age daughter last Wednesday. There was one patron being served. Another patron checking out. We were ignored even though there was a girl behind the counter in front of us looking around. There was a second server as well. Neither one acknowledged us. So I began to place my order for a Lentil Avocado Bowl. The first server didn't respond until I asked a third time. Then she inaudibly said they were out of lentil tabbouleh. I had to ask her to repeat what she said numerous times before either of us understood her. She was that inaudible. Then I asked if I could substitute plain rice since they were out of tabbouleh. She says no it is an upcharge. I ask her how can that be since tabbouleh is more expensive than plain white rice. She again just says it is an upcharge and did not offer any substitute for the missing lentil tabbouleh which is a main ingredient for this particular bowl. She then passes me to the second server who initially ignored us. The second server was just an unanimated and unintelligible. But the third server named Crystal was absolutely a save for the day. She was smiling warmly. She greeted us enthusiastically. She said I could substitute for the missing tabbouleh. To which a asked for the fire roasted corn. My daughter ordered the lemon chicken bowl. She, like myself, was unimpressed with the first two servers and was happy to deal with Crystal. Our food was very good. I give it 5 stars even with the missing tabbouleh. Due to the lack of personality in our initial service I would give the atmosphere a two but that server named, Crystal was so vivacious I added two stars just for her tremendous cheerfulness. Also, everything was clean. So were the bathrooms. Regarding the service--- I would have given only one star for service if Crystal had not been there. I gave THREE STARS just for Crystal and all her enthusiasm!! They need more Crystals up front facing the patrons. They need to move the two unfriendly, inaudible, sour faced girls to the back to do cooking. Then no one has to see them or attempt to hear them. Would go back and ask for Crystal to serve us!! SUGGEST you...

I come to this location everyday - literally - everyday - since the beginning of the year and I have never been treated so ridiculously - the lady working the register tonight oh I wish I asked for her name but she had dreads and extra baggy (not work appropriate jeans) and attitude - had an issue with me wanting to redeem my points. She let me scan thinking I’m some dumb cracker but I knew damn well it wasn’t going to work because my order was already rung up - all it would have taken was for her to clear out the order and let me start again with the scan. I asked to talk to a manager and that’s when things get interesting.

I’ve had mean cafeteria ladies in school growing up that were nicer than the night time manager - but both the attitude checkout lady and her large in size and attitude lady manager seemed like they both really didn’t want to be there tonight and have no clue how to treat customers . That’s right the night time manager at your store doesn’t know customer service.

Apparently, I’ve come to cava long enough now to know the system better than the employees. Y’all are lucky the food is so good here and healthy otherwise I’d never come back after today. .

This could have been avoided when I asked dreads to let me scan my points. All she had to do was clear out the order and let me scan like so many caring cava employees have done before.. but she didn’t… she didnt want to reset the order so I could get the points and then screamed at me in front of her manager and other customers calling me a liar when tried to point out what happened. I let the manager know of her mistake even know the manager didn’t give a damn what I had to say. She was just mad she was having to speak with me in the first place. I’m sure she has a nice manager chair in the back somewhere where she sits all day.

Please educate nighttime staff to ask if the customer would like to scan for points prior to ringing up the customers order and if you can get your employees to care enough to upsell drinks and dessert I’d have probably bought them tonight as well but they don’t care...