I'llstartbysayingthisisyourtypicalhole-in-the-wallburgerjoint.Nothingparticularlyspecialaboutthefood…read more-it'sdecent,andforme,itwasaconvenientwaytoavoidcookingafewtimesamonth.Iwasaregularcustomer,asweremyhusbandandson,sothiswasn'tjustanoccasionalpurchase.Betweenthethreeofus,wespentroughly$200amonththere.Ourusualorderswerethebaconcheeseburgerwithchilifriesandthechickendinner.Ialsoistentlyhadthingsmissingfrommyorders,butbecauseweweregularcustomers,Itriednottoanissueoutofeverymistake.Iwantedtocontinuesupportingalocalsmallbusinessratherthanconstantlycomplaining.Unfortunately,thislastvisitwasthefinalorderIwileverplacethere.Iplacedmyorderthroughtheold-fashioneddrive-throughsetup.Thecookrepeatedmyorderbacktome,andIspecificallyaskedwhetherIcouldsubstituteregularfriesforchilifries.Iwastold,"Noproblem."Igottothewindow,paid,andwaited.Itusuallytakesalittlewhilebecausethefoodismadefresh,andIdon'tmindwaitingforthat.Whenmyfoodwasready,theemployeeatthewindowhandedmethebag.Iwasabouttogetoutofmycartograbmydrinkswhenshesaid,"Ohno,everythingisinthere!"Iaskedher,"Areyousure?"Chesaidyesandassuredmethateverythinghadbeenpackedinside.Ithought,great,atleastmydrinksarepackedsafelyandwon'tspill.Idrovehome,openedthebag,and,ofcourse,mydrinksweremissing.IwasirritatedbecauseIhadspecificallyaskedaboutthedrinksbeforeleavingandwastoldtheywereinthebag.Sincetherestaurantiscloseby,Iwalkedback.WhenIgotthere,IexplainedtotheemployeethatIhadspecificallyaskedheraboutthedrinksandthatshehadassuredmethattheywereincluded.Insteadofsimplysaying,"I'msorry,wemadeamistake,"sheimmediatelystartedquestioningmeaboutwhatdrinkIwanted.Asimple"I'msorry,weforgotthem"wouldhaveresolvedthesituationimmediately.Instead,shearguedwithme,lookedoveratthecook,andthesituationturnedintoaback-and-forthconversationthatneverneededtohappen.Neitheremployeeemedwillingtosimplyacknowledgethemistakeandapologize.Igotmydrinksandleft.Iwenthomeagain,andmyhusbandwasalreadyopeningtherestofthefoodwhenwediscoveredthatthechilifriesweremissingtoo.SoIhadtogobackasecondtime.Iexplainedthatthechilifriesweremissingandaskedforarefund.Iwastold,"Absolutelynorefunds."Iaskedtospeakwithamanager.Aftermoreback-and-forth,Iwastoldthatthecookwasthemanager.Again,Iwastoldtherewouldbenorefund.Thentheemployeetoldthecook,"Itoldyoushewasgoingtodothat,"referringtomyrequestforarefund.Yes,Iwantedmymoneyback.Ifarestaurantfailstoprovideitemsthatwereorderedandconfirmed,Ibelieverequestingarefundiscompletelyreasonable.ThecookthenarguedthatIhadneverorderedchilifriesandsaidhehadnotchargedmeforthem.MyresponsewasthatIhadspecificallyorderedthem,theorderhadbeenrepeatedbacktome,andIwastoldmyorderwasokay.Thereceiptprovidedtomeasnotitemized,sotherewasnowayformehoverifyexactlywhathadorhadnotbeenentered.Eventually,thecookofferedtoremakethefries.Bythispoint,Iwascompletelyexhaustedfrommakingmultipletripsbackandforthoveroneorder,soIsaidfine,let'sjustremakethem.Ashestartedpreparingthefries,hesaidsomethingalongthelinesof,"Iknowyouwereinabadmood.Youhadabaddayatwork.We'regoingtomakethesefriesrealgoodforyou."Fortherecord,Ihadnothadabaddayatwork.Ihadbeenpatientthroughoutthisentiresituation.Iwaitedformyfood,Icheckedtheorder,Iwentbackforthemissingdrinks,wenthome,discoverdanothermissingitem,andthenwentbackagaintotrytoresolvetheissue.SoIleftwithoutthechilifries.Throughoutthisentireordeal,theemployeeaslaughingandtellingmethatIwasmakingabigdealoutofthesituation.Whatshefailedtounderstandisthatthiswasnotaboutacoupleoffriesoracoupleofdrinks.ItwasaboutbeingrepeatedlyinconveniencedandthenbeingtreatedasthoughIwastheproblemforbringingittoherattention.Mistakeshappen.Iunderstandthat.Whatmattersishowyouhandlethemistake.Asimple"I'msorry,weforgotthat"wouldhavegonealongway.Instead,Iexperiencedarguing,sarcasm,refusaltoakeresponsibility,andanoverallattitudethatmademefeellikemybusinessdidnotmatter.Iattemptedtospeakwiththeownerdirectly,butmyrequestasdeniedattherestaurantandagainwhenIcalled.IalsofiledacomplaintwiththeBBBbecauseIfelthatIhaddoneeverythingIcouldtoresolvethesituationdirectly.Unfortunately,theyhavenowlostourbusiness.Butcustomerservicematters.Accountabilitymatters.Respectingyourcustomersmatters.Thistime,however,IbroughttheproblemtoherattentionandatreatedlikeIwastheinconvenience.So,I'mdone!!Ifyoudecidetoeathere,checkyourordercarefullybeforeyouleave.Itmightsaveyoufromhavingtomakemultipletripsback--andfromexperiencingthekindofcustomerserviceIreceived.