On May 20 I had quite possibly the worst customer service experience ever at Burger King on N Front in Belleville. Around 5:00 pm, I pulled into the drive-thru; where I was told over the loudspeaker that there was "some kind of problem" with the drive-thru till, and I would have to come in to place my order - no apologies offered. First of all - these things need to be posted at the drive-thru entrance so customers do not need to drive through the drive-thru, then completely re-enter the busy stream of traffic on North Front Street to turn BACK into the parking lot - this is just a lazy, inexcusable lack of customer service and common sense. Regardless, I did so - I found a parking spot, went in, and was then told AFTER waiting in line that the tills were down INSIDE as well, and they could only accept cash "with exact chance" because the cash drawers would not open, or debit (which was puzzling, if the till was down...) AGAIN - these inconveniences need to be POSTED at the door, or customers need to be made aware of these issues before they invest any time - this is Basic Customer Service 101. I returned to my vehicle to locate my bank card, and when I returned, the tills were magically working again? No explanations or apologies offered to myself or anyone else in line. This is a giant worldwide chain - with no contingency plan if the tills happen to go down? Give me a break.
Many customers in line were visibly agitated and not impressed. One employee said "we are just so busy today"... yet there was only 4 customers in line, 2 of whom were already waiting for their order. The drive-thru appeared to be equally "busy". There did not appear to be any manager in the prep area, and the complete disarray and lack of flow/priority/production was extremely evident.
When I placed my order, the teenage boy who was operating the till started blankly at me while I explained to him which items listed on my coupon I would be ordering, and he informed me that he "didn't know" how many nuggets were in the kids meal, and then told me he had no idea how to ring in the coupon. He passed the coupon over to another employee, but he could not remember my order or the answers to any questions he had asked me, so I had to start over again with the new cashier while the original cashier just wandered away and continued to wander around the prep area. After being told they were "out of milk" without even looking, told me I had to pay an extra fee to receive a toy with the kids meal when I used a coupon which clearly indicated it was included (??) and then waiting over 10 minutes for 2 burgers, 2 fries, and a 4-piece chicken finger kids meal, it was all dumped in a bag and silently pushed at me by an employee who just walked away without offering any apology. additional service, etc - cold, dried-out, no sauce for the chicken fingers, and no receipt. Terrible, terrible, terrible experience. read more