Forest City Iowa Location. Second time in a row that I've used your order online service - paid for double meat, bacon, and asked for extra onions and did not get any of it. The first time it happened, I figured "no big deal - I'll let it slide" - but now it's twice and that is annoying. Then, when I call to complain and ask for the price difference to be refunded to my card, I am told that there is no manager on duty and none of the KIDS working there has the authority to do anything about it. Further, they can't get me in touch with a manager by phone and they don't even "remember" the franchise owner's name (Quote from "Alissa": "Some guy, I can't remember his name. But my mom Susan is the manager. But she left because she was tired. I can get someone to call you back tomorrow." Look - Alissa obviously is a kid and even though she was trying to be polite, she couldn't fix the problem and was woefully inadequate to be working without manager supervision. I'm annoyed about the sandwich but I'm concerned about there being no manager on duty and your staff there not even knowing who the owner is or having anyone to call on. Do I have to do a chargeback on my Credit Card? I suppose I will unless someone on your end steps up to do the right thing. I don't even want all the money back - just the price difference for what I paid for and didn't get - TWICE. Come on people - you can do better. I have empathy for a manager who is tired and wants to call it a night early - I've been there - but you do it responsibly by getting another manager to cover. You don't leave staff - especially kids - alone with no backup or recourse for how to help a disgruntled customer. Shabby. Very Shabby.
FOLLOW UP: Susan, the manager, did call me back this evening, apologize, and offer a refund for the sandwich. There were some offers of explanation which included a need to train the staff better and that most of the staff is teens who need to read the orders more carefully. Bottom line - this shouldn't have been a big deal, I'm glad some action was taken, I appreciate the refund offer and truly hope the staff gets better training and manager support. I guess time will tell. read more