On Wednesday, May 20 around 6:30 pm, heavily pregnant in my third trimester and trying to make it to a pregnancy appointment that evening, I placed a curbside order thinking it would make things easier and quicker. Apparently they don't even begin preparing the order until you physically park there, which already defeats the entire purpose of curbside a bit, but fine.
Since I urgently needed to use the restroom, my husband and I decided to just walk in and pick up the order ourselves instead. He gave the employee every detail possible: a curbside order, my full name, vehicle information, and details from the order itself. Somehow she still "couldn't find" the order. After several minutes, instead of actually trying to solve the issue, she basically gave up and told us we must have ordered from another location. So we left.
At that point I pulled out my phone, checked the confirmation myself, walked back in, and showed her that yes, it was THIS exact location. Her response? "Oh, well it was curbside, not in-store pickup."
...What exactly is the difference when I am physically standing in front of you, giving you my name, order details, and telling you I'm here to pick it up in store rather than curbside? The order existed the entire time. It just felt incredibly dismissive and unnecessarily complicated for no reason.
Mistakes happen, but the attitude and lack of effort to actually help was what made the experience frustrating, especially while very pregnant, uncomfortable, and already on a time crunch for a medical appointment.
What makes this more frustrating is that this is not even the first issue we've had at this location.
Previously, they completely failed to take our order at the drive-thru. We sat through the entire busy line just to get to the window and be told there was no order. Then we had to place it there at the window and were told to park outside to wait after already spending all that time in line.
Another time, my husband went to pick me up a gluten-free breakfast sandwich and still able to order within breakfast hours. The employee taking the order was new and clearly did not know how to enter it properly, which is understandable at first, but the order kept getting messed up over and over for nearly 20 minutes while he sat trapped in the drive-thru line. After all that, once she finally understood the order, she simply said, "Sorry, breakfast is over."
We already brought these concerns up to management before and were told they were "new employees" and apologized to accordingly. At some point though, the issue stops being "they're new" and starts becoming a training problem. Customers should not repeatedly deal with confusion, wasted time, and poor communication. read more
