Getting F*** through the Drive/Thu- On 03/30/19, At approximately, 8:00 PM, my wife and I where trying to decide what to eat. We were driving by Target down towards, Prairie Circle and we wanted something quick, to take home and eat. Well, Chic-fil-a , drive thru line was massively long, the cars stretched from the parking lot out to the street, this would be a testimony to how popular and how customer friendly this establishment is towards the general public. People seem to like this place. But this is not a review about eat more chicken. That was a different review. I had already had Taco Bell earlier and we were not going to go to McDonalds, my son only likes that place because of the toys they offer and not necessarily because, the quality of the food. He would rather play with the toys then eat. In order to get him to eat, I have to hold his happy meal toy ransom, he only gets it when his entire meal is consumed. In fact, he has more toys from McDonalds then he ever has gotten from white, bearded fat dude! No wonder Toys R Us, went out of business. US Today Magazine, blames internet retail for the demise of Toy R Us. Well, I say they are dead wrong, I blaming McDonalds. More children are familiar with those golden arches than the flag of our country. That seems sad! So, by process of default, Arby's became the dinner choice.
We drove through the Drive-Thu and it cost me $19 to feed my family. When I got home, I noticed that they forgot the Au Jus Sauce for the French dip. So I got back in to my car and I drove back to Arby's. Lucky for me I only live 10 minutes away. Now my complaint is not with the price of the food nor the quality. It is fast food, I don't have a very high expectation. However, I do have a reasonable expectation of competence and customer service. I, at least expect that this restaurant could at least get the order right. So when I returned I walked into the restaurant, there was an employee, cleaning the lobby and he said, "Oh, something must be wrong." I replied, "I just went through your Drive-Thru and you forgot the Au Jus Sauce!" He then replied, "You didn't check it before you drove away?" I intensely replied, " I shouldn't have to, you should be able to get the order right!" He then said, "No worries, go to the counter and he will get you some gravy." "Gravy, is that what they think of their own entrée?" I thought. When I got to the counter, I showed cashier an uneaten French dip sandwich and my receipt. He offered to get me the so called gravy. I told him, "That does me no good. The roast beef hoagie that you sold me is now cold!" He corrected me and said, "You mean the French dip?" "No, I mean the hoagie, a French dip without the sauce is just a roast beef hoagie, don't you agree, and what about for my inconvenience? I had to return here from my home!" I quibbled. Then he offered to make a new sandwich. "That's it, no apology?" I asked, "We are sorry." He replied. I told him," Wow, that seems pretty shallow! That's not an apology, if I have to solicit you for it and if the meaning is indifferent! You can keep this hoagie, I am so incensed that I have lost my appetite, now, I want a refund!" I boldly replied. He went to go get his manager and the manager gave me a refund. The manager's behavior towards me was very unsympathetic and indifferent. They made me feel like it was all my fault for not checking my food before, I drove off.
So I pose three questions:
1) Is it the customer's responsibility to double check the correctness of the food order?
2) Is it too high of an expectation for the customer to receive the correct food items?
3) Where does the responsibility of the merchant end and the expectation customer's begin?
After all, this is the food that we pay for. So tell me what you think, was I too harsh and was I way off base here? So the food here is fine, it is the poor customer service and the bad attitude displayed by management here. I think that I would have gotten better sympathy from the Denver Mission's Soup Kitchen! read more