I've visited this Roy Rogers location before and have never had any major issues, but my experience…read morelast night was extremely disappointing.
I stopped by the drive-thru for a quick dinner and ordered a 2-piece chicken meal (chicken only), which I knew should cost around $9. There were only two cars ahead of me, yet I waited about 5-10 minutes before reaching the window. Once I got there, I waited another few minutes before anyone acknowledged me.
A young employee told me my total was $16, which I immediately knew was incorrect. After confirming my order, he and another employee appeared confused and disorganized as they tried to sort out the drive-thru orders. Eventually, he corrected the total to about $9, charged my card, and handed me a bag.
Before pulling away, I decided to check the bag--and I'm glad I did. Instead of my order, I was given fries and two sandwiches. I returned to the drive-thru window and told the same employee it wasn't my order. He took back the opened bag and then handed me another bag that was supposedly my correct order.
Before leaving again, I checked the bag a second time. This time, the chicken box was torn open, and the chicken was partially exposed, making it appear as though the food had already been handled or returned. Whether or not that was actually the case, the presentation alone was unacceptable. At that point, I no longer felt comfortable eating it and requested a refund.
Another employee, who may have been the manager but never identified herself, came to the window and simply asked if I wanted a refund. Within a minute, she handed me a void receipt that didn't even indicate the original payment method. When I asked how I could verify that my credit card would actually be refunded, she gave me two additional receipts. One receipt showed a 2 piece chicken order was paid with cash, even though I paid by card, and the other was simply a reprint showing a zero balance. When I inquired about the receipts, she gave me a poor & lackluster explanation stating there's no way to know where my receipt is amongst the orders. The refund process only added to the confusion.
Overall, the customer service was disappointing. The staff appeared unorganized, unconcerned about resolving the issue, and more focused on joking around than providing good service. What bothered me most was that an opened bag of food was taken back and another visibly damaged container was handed to me without any concern for food safety or offering to prepare a fresh order.
I ended up leaving without dinner and with very little confidence that the issue was handled properly. I hope management provides additional training on order accuracy, customer service, and proper food-handling procedures because this experience fell well below expectations. I will not be returning.