I order food from this location about once a week, and the last couple of times they've sent the…read morewrong order.
The first time it happened, I called multiple times and couldn't get ahold of anyone. The second time, I was able to speak to someone who took my name and number and asked when I'd like to pick up the corrected order. I explained that I live in Tigard and that the reason we have it delivered is because the store in Aloha is far for us. We agreed on a Saturday pickup.
When I arrived, the manager on duty, Claudia, told me I needed a physical receipt in order for her to help me. I explained that I placed the order online and had the digital receipt on my phone. I even offered to show her my call history to confirm I had spoken with someone at the store. She refused to acknowledge that a mistake had been made or that someone had taken down my information. She said they had nothing in the office regarding it and was unwilling to help. It honestly felt like she just wanted me to leave.
I paid about $40 total for a $30 order because of delivery fees. If I'm paying extra for delivery, I expect the order to be correct. And if it's not, I at least expect the opportunity for it to be corrected -- along with basic customer service, like an apology. None of that happened.
I also felt there was a communication barrier during the interaction. It seemed like there was difficulty understanding each other, but regardless, the overall attitude was rude and dismissive. I've worked in fast food before, and while I understand that "the customer isn't always right," we never let someone leave feeling ignored or treated like they didn't matter. Even when we couldn't fully resolve something, we made an effort to show care and respect.
Upper management really needs to look into this. If this is how regular customers are being treated, I'm sure they're losing valuable people who order every week or even every day. There needs to be a better communication system and a better way to document mistakes so situations like this don't fall through the cracks.
For comparison, I actually prefer the Popeyes - Regatta Ln location instead. I've had issues there in the past too, but they were incredibly helpful and caring when resolving them. It's only about ten minutes from this location. Unfortunately, for some reason, the app doesn't always allow me to select that store when ordering online. If you have the option, I would absolutely recommend ordering ahead from that location. They're busy, but they do an amazing job taking care of orders, and their customer service is outstanding.
Unfortunately, after this experience, I won't be coming back to this location. It's disappointing because I was a loyal, consistent customer. At this point, it's easier for me to just pick up food on my way home from work in Portland than to pay extra for delivery and risk incorrect orders with no support when there's an issue.