JIB#8423
To start, I went through the drive through at 3:43 am on 11/24/2016. I ordered a medium #7 with curly fries and a dr. pepper as well as a medium #6 with curly fries and root beer. When I got home, there was a thumb imprint in my #6 and the container for the curly fries I ordered with my #7 wasn't even half way filled. I then called the restaurant at 4:00 am, explained what the problems were and was offered a free replacement and upgrade to a large as well as free shakes added to each meal. I was told that all I would have to do when we came back was to provide my first and last name to the manager on duty and everything would be taken care of.
Tonight, at roughly 9 pm, we went back to get the order we were told would be replaced. There was 1 car ahead of us and no sign of any other customers in the drive through or the parking lot. The employee who was working the drive-thru, Ruby, told me there was no record of my call, nor any mention of my name and that I would have to go back home to get my receipt. So I drove back home, grabbed my receipt and, before even leaving my home, tried to call the restaurant to get this cleared up so I could just get my food and go by the time I got there. I eventually hanged up after the phone had been ringing 3/4 of the way back.
Upon getting back to the restaurant, Ruby again answered the intercom, asking what she can do for me. I told her that she can start by picking up their phone when it rings for over 5 minutes. She told me to pull up to the window. Upon getting to the window, I notice Ruby at the window as well as a white hair/blond hair (couldn;t tell) woman standing behind her by an appliance, then explain to her how upset I am that my original order was messed up so poorly, and that there was no record of me ever even calling, following by how upset I was that I had to sit on the phone for 5 minutes before hanging up. She then told me that they were extremely busy even though there were no cars ahead of me in the drive through, nor any behind me and the entire dining room was empty. After that, she followed up with how there was nothing she could or would do since there was no record of me even calling and, to top it all off, she told me that she doesn't normally work there so she doesn't know anything. When I asked for a manager, she told me there were NO MANAGERS OR SHIFT LEADS present, and that NO ONE was in charge. I then asked for the names of everyone working which she refused to give me. I then asked for the manager of that location's phone number which she also refused to give me, only indicating the phone number at the top of the receipt (which they do not answer).
Not only is this the absolute worst experience I have ever had at a Jack in the Box, but in any business I have EVER been to. I have managed stores before and would fire everyone involved on the spot for this kind of behavior. Either she was blatantly lying or the manager of this location is so completely incompetent as to leave his location completely unattended on Thanksgiving.
UPDATE: I called the location back since I had not heard from anyone, got the assistant manager, followed by the store manager, Jacob, who informed me that the employee I had dealt with, Ruby, was in fact a manager which means she lied about it and his "solution" to my issue was for my meal to be remade, and for me to be served by the individual who did all of this in the first place.
Ruby should have been fired on the spot and would have in ANY OTHER BUSINESS. I will NEVER spend my money somewhere that finds it acceptable for their employees to act this way, let alone to a customer. read more