Mrs. Terry,
I hope this message finds you well. As a loyal customer, I understand that your establishment can get quite busy. Today, I called to place an order for pickup and was asked to hold. I patiently agreed, only to be on hold for 17 minutes before having to hang up and call back.
Upon my second call, I requested to speak with a manager. After being placed on hold again, I was eventually connected with a young lady named Paloma. She admitted to forgetting about my previous hold due to the high volume of customers. While I understand mistakes happen, I believe it's crucial to speak with a manager in such situations, especially when I'm trying to place a simple order.
When I asked Paloma for her last name to verify her managerial position, she responded defensively, questioning my request. Her attitude made it seem like I was trying to escalate the situation, when all I truly wanted was to address the issue with a manager directly.
I value the service and products at your establishment and hope this feedback will be taken constructively to improve customer experience.