Order was incorrect. No big deal, right? So, I called and spoke to a male who gave the option of driving back to get the order corrected or provide my name and the next time I come through they would right it by providing the order free on the next visit. We Drove back to get our order corrected. It was never about wanting free food. We just wanted what we ordered and paid for. Upon arrival the cashier completely ignored us for about 5 minutes. She was pressing fudge out of a bag that was empty. She never acknowledged us and when she eventually turned around, she never greeted us. She starred at me and the bag of food I had placed on the counter. So, I offered an explanation by saying "Our order was wrong". To which she asked, "what was it supposed to be". I told her and she went to pull out a form to complete. I told her I already called and spoke to someone and was told to just come in and they would have our food ready. She seemed very annoyed as she walked off. As she was walking off, I reminded her that the fries needed to be replaced as well. She never came back. Instead, I heard an older lady that I am assuming is a manager say, "I'll handle it". which makes be believe that the employee must have lied and complained that I was being rude. However, as God is my witness I wasn't. I was calm as cucumber because it was just a wrong order. So next the manager lady comes to the counter with the burgers but not new fries. She says, "I'm going to have to charge you for the fries". I asked why I would have to pay for fries since I returned the original fries with the burgers. She insisted I hadn't and after telling her twice that I had, she decided to then yell back to employees to check the bag of food I returned. She seemed so sure I was lying. I guess I looked like someone trying to get something free. SMH!! Finally, she came back and said, "I didn't know there were fries in the bag". I that I had been pretty clear about that point but, okay! Anyway, at no point during any of this was an apology offered. Not by the male I initially called and spoke to on the phone, nor the cashier or the manager. The transaction ended with the manager handing me another bag with fries in it and telling me to have nice day. Really?!?! They were unbelievably rude treated me like I was a criminal and or someone was inconveniencing them. The kicker is that when I called and spoke to the male employee before returning, he told me to just keep the food and not bring it back. But something told me to bag it all back up and take it with me on the return run. I am so glad I listened to that little voice. I hate to imagine how this visit would have gone down if I had done as he instructed. This used to be one of my favorite quick spots to stop in. NO MORE!!! I will NEVER EVER return. The saddest part is that not one of them that I interacted with even has an awareness of just how horrible this experience was. And there in is the problem!
Take a look at their generic response that is posted on each and every low rating. The effort in responding is another example of how lacking the customer service. read more
