WORST CUSTOMER SERVICE I HAVE EVER RECEIVED IN MY ENTIRE LIFE!
On April 21, 2018 at approximately 11:30 am, my sister and I stopped by this establishment at Franklin Park Mall in Toledo Ohio. I placed an order for 2 pretzel nuggets, one with a side of cheese. There was a sign stating that they were out of cheese, so I asked the employee, Bonnie, if they were out of cheese, and she replied "no, like the sign states, we are out of Honey Mustard " and proceeded to remove the sticker from the sign and placed it over the correct out of stock sauce. After placing my order, Bonnie informed me that there would be about a 10 minute wait for the nuggets. I waited for them to get done and she served me 1 order of nuggets with the cheese sauce. I took them and gave it to my sister and continued to wait for my second order. At that point, she mentioned that she already gave me my order, but I reminded her that I ordered 2 pretzel nuggets. She stated that she only charged me for one, even though my total was about $10, so I asked her to go ahead and charge me for another order. She placed the order, and I realized that I had already been charged for both of the nuggets that I originally asked for, in which she never gave me a receipt for. So I asked her to please provide me with my original receipt and she handed me a second receipt for my second transaction. I showed her both receipts, showing the same time stamp and told her that I needed the receipt for the original transaction. When she looked at the original receipt, she realized that she did in fact charge me for 2 orders of nuggets and offered me a refund for the second transaction. She instructed me to put my card in the machine and while I was waiting for my card to be refunded, she stated "you didn't like me from the beginning and that's how this all started". I responded that I didn't feel that that comment was necessary at all and that the way she was handling the situation was completely unprofessional. At no point did I raise my voice or become disrespectful until your employee referred to me as "a spoiled little bitch". My response was somewhere along the lines of, 'you are in customer service and the way that you are handling this is unacceptable.' She suggested that maybe I should work there instead. I replied by telling her that a person with such poor people skills should not be in her position and that maybe she should lose her job. She replied by saying "I don't care if I lose my job." At this point, I became livid, to say the least, and another employee, by the name of Stephanie felt it was necessary to interject with, "don't curse at her," as if I were the one in the wrong. I asked the young lady for her name and she refused to provide me with that information, continuing to watch her co-worker berate me with aggressive verbiage. It was only because I chose to call the kiosk shortly after, watching Stephanie answering the phone, that I was able to figure out her name. Several back and forth insults were exchanged, and at that point I decided that it would be best to just walk away even though I don't believe that I was ever properly refunded. My little sister and I stop at this particular location several times a month. After this experience, I will not return to this location, especially with my young sister who witnessed Bonnie's verbal abuse to a paying customer, which is incredibly unfortunate because this is the only Auntie Anne's location in the Toledo, Ohio area. I am absolutely appalled that an employee like Bonnie was chosen to represent this company. read more
