Restaurant#24310
16758 Ushy 280
MER# 343977
After receiving my order on 11/20/2018 at 11:05am from the drive thru, in haste, I asked the female employee, "is everything in the bag correct?" She then looked my in the eyes and said, 'Yes sir.' I had a crying child in my back seat and took the young lady at her word. Only to find out when I drove miles back home and sat my child down for lunch, that they did not put my value meal in the bag (Double BCN Smoked meal). I called immediately and was politely asked to come back for the meal. I declined because it was before Thanksgiving and with the holiday could not make it back until today 11/23/18.
Today 11/23/18 at 1:45pm I walked in with my nephew as there were no other customers in the restaurant with the exception of us two. The drive thru was quite busy, however, a manger (gentlemen) with a tie and V neck sweater on was behind the counter filling creamer in a container as I approached the counter. I nodded my head as did he without any verbal exchanges...Not 'Welcome to McDonalds, or how can I help you'. Within the 3 minutes I waited (again, no one else was in the restaurant) he looked over his shoulder multiple times waiting for someone else to come out from the back and take my order. During time he and I still exchanged eye contact and this manager continued gilling container with creamers..literally right in front of me. Apparently, it's more important for him to not stop what he's doing and take a customers order as the first point of contact. Finally I broke the silence as other customers began entering and I said, "Do you work here?" ( I could not see his name because he was wearing a v-neck sweater)
I explained to this male manager the situation that occurred two days ago and showed him my receipt, in addition explaining I called for my records. While he looked away during this dialogue exchange, he then, interrupted, cut me off in the middle me explaining, and challenged me saying, "That was a different store" while pointing at my receipt.
I asked him to pull out the receipt tape at the register and asked him, "If this was a different store, then why are the phone numbers the same at the top of the receipts?" He acknowledged 'only then' that it was the same store and started the process of fulfilling the missed order along with a new order.
He walked away without offering my cup for my soda that this part of my value meal or a carrying tray as I order a happy meal for my nephew. For the record, I stated earlier that this order was 'to go'. I then waited and asked another employee for a carrying tray as the male manager never offered or returned.
Attention to detail and basic customer service are critical fundamental pillars to any business in a fiercely competitive market. With Taco Bell/ Chick Fila and many others with in walking distance of one another, I would anticipate a MANAGER understanding the impact of these details to his or hers bottom financial line. As a manager myself, I am mortified that I was challenged as to the validity of my claim and serviced, by leadership, in a way that I found appalling. This manager is not fit to lead as it is apparent this role is well above his ability to comprehend its importance. Perhaps, this is why the young lady on 11/20/18 missed giving me my order correctly the first time...Attitude reflects leadership. If a manager doesn't understand basic concepts of customer service, why would his team. I will never dine here again. read more
