3/4/18 @ Approx. 0930:
Hardee's in Ft. Caroline Area on Merrill Rd.
I live in the area and have historically frequented this restaurant because the food is generally a higher quality than its neighbors. Typically the experiences I have had there have been good also.
Today however was different. I came from working all night and picked up breakfast before heading home. I ordered and pulled up to the window and the young lady swiped my card. She then tells me that the card didn't swipe so now she asked me to pull up and she would bring me my card. (That is odd in the age of card fraud but I said "whatever" and complied) then she yelled at me that I needed to move up further because traffic was backing up. I moved up a few more feet. Then she repeated the same and A bit more irritated, I replied "how far do I need to move up?" At that point someone else that was taking orders over a headset handed me my card. I then checked my food and she yelled again to move up. At which point I killed my engine and went inside. Just what I suspected was the case, either management has instructed them to do so, or she was just careless as she tried to meet demand at the window, I don't know, nor do I care, but she left out my ketchup.
I notified a manager when I went inside of the following:
1. Don't talk to me that way! It's not my fault you either forgot or chose not to prep my order correctly. That is why I check my food before I leave any drive thru, because I have found all the chains do it. Sometimes napkins, ketchup whatever.
2. The manager then attempted to re-explain what the girl at the window did, that traffic was backing up and that's what the young lady was trying to tell me.
I don't CARE! THAT IS PISS POOR customer service! If you really need me to move then take a minute and think. Apply your filter and tell me to please pull to a parking space! I'm, a nurse and take instructions all the time. Tell me to pull up to a space until I could get myself situated. Secondly, and again I think this is a management directive, if I have to hold up traffic just to make sure you aren't charging me and conveniently leaving out my ketchup who are you hurting? Me or you? Is it worth the traffic backup to save $1 on ketchup packets? If this is a directive from management then that's on YOU Hardees! Have some standards! If it was your careless server, then you need to put your public facing staff through some education or re-education on customer service. After all is said and done, don't talk to me anyway you feel like. I don't get to when people don't do what I want them to do. I have to keep my head and not lose my filter. I tolerate no less from you.
Lastly I'm sure it was legitimately a card swipe error forcing the card to have to be re-run but I feel justified in expecting the payment error to be handled first rather than telling me to move over to address somebody else.
I don't have to spend my money here I promise you. I've now taken 10 minutes after an all nighter to report what amounts to willful poor customer service. In other words, nonsense! I will eat again, it just might not be with this chain. read more