THE WORST EXPERIENCE OF CUSTOMER SERVICE AND FALSELY ACCUSED. On 1 Nov 2016 at approximately 1:26pm I took my mother to "Five Guys" located in Mililani Town. Our first time ever eating at this place ever. As I ordered 2 large fries, one bacon cheeseburger, and two milkshakes and paid we sat down awaiting our food. They called our number 48 to ask if we wanted whip cream on our shakes; one yes one no. As we were served our milkshakes she placed a bag of food and again called our number we grabbed the bag and sat down to eat. Order was 2 large fries, and bacon cheeseburger and the receipt on the bag said "Sandra" which is my mothers name. While we were eating we realized we had to go and left. I ended up leaving my purse on the chair and didn't realize it when we left. As we turned around I called the restaurant to confirm they still had my purse and they did.
As my mother went in the restaurant to retrieve the purse a worker said "Oh you're back" then my mother said "Yes, I'm here to pick up the brown purse that was left on the chair" the worker (Manager) said "Ma'am I wanna go outside and have a conversation with you!" My mom completely confused proceeded outside and the lady accused my mother of theft stating that she called security and was going to call the police because we took another persons order. I then noticed my mother talking to the lady outside looking under distress and walked over there asking what was wrong. The manager was very rude and stated the same to me about taking another persons order and because of us they had to give a customer free food. I then told the manager (no name tag and refused to give name but was a Asian/Hawaiian looking, dark hair, heavy set woman, with fake eyelashes) that this was all clearly a misunderstanding and that I had the receipts in the car and would provide identification that my mothers name was in fact Sandra as the receipt on our order stated.
The manager said "we don't call names we call numbers" and I said "We've never been here so clearly it's a mistake." Again the manager refused to even listen or allow me to show proof until I said "Look, lets think logically here, I ordered 2 large fries, 1 bacon cheeseburger and 2 milkshakes, and paid $32.53 if the order was wrong we would pay the difference." The manager then dropped her jaw and said "Wait you mean that the order was the same?" I told her "I don't know." She then said "I feel so silly, my workers didn't tell me that it was the same order." She then proceeded to apologize still refusing to give her name or even see the receipts and returned my purse.
The point of this is that my mother was distraught and crying thinking we were about to get arrested for theft when the manager could've handled this so differently by asking for the proof of receipts instead of accusing us of stealing and treating my elderly mother rudely in public. We were never even reimbursed for the embarrassment. Another thing is that we were in the restaurant for roughly 5-10 min after receiving our food and nobody said anything to us while we were there yet they gave free food to the people immediately after us. NEVER AGAIN GOING TO THIS PLACE AND I'M GOING TO POST THIS ALL OVER FACEBOOK, INSTAGRAM, AND TWITTER FOR THE PUBLIC TO SEE!!!!!!!!!!!! #DISGUSTED read more