I understand there is a lot of pressure during a rush because I've worked 6 years in the food industry (Full Service Restaurants), but this service was the worst customer service experience I've had. After half an hour I asked for a refund, but the cashier said to me "No refunds". There was no sign that stated "no refunds". I went with the flow, and just asked when my food would be ready instead. But she said "I don't know" and walked away. I stayed at the counter till she returned and asked why they didn't do refunds since there was no sign that stated "No Refunds". Once again, she said "I don't know" and walked away AGAIN. I waited again and when she came back she told me "We can't give you a refund because you already got your food". There was another customer waiting at the counter who saw the whole thing, and started laughing because he also couldn't believe what just happened. He gave me a facial expression that stated "this is considered stealing". I kept on asking for a refund, but instead the General Manager started talking to an employee in front of me who was supposed to make the food, but they were conversing in Spanish. I speak Spanish fluently; but I didn't bother telling them so I could know what they were talking about. The employee claimed that I already got my food, so the General Manager started saying they were not going to make my order OR give me a refund. At that point I interrupted them, and instructed them to check the cameras. That way they could all see for themselves that I DID NOT receive my order. They walked away for a few minutes, and finally I got my refund. I know the food service industry is tough, that's why I was patient and waited for them to sort things out. But upon listening to their conversation and hearing them teaming together so all of them would tell me I already got my food I lost it at that point. Again, I speak Spanish so I knew what they were saying and trying to get away with. That is why I instructed them to check the cameras before they were done conversing. I cannot believe it took camera footage for me to finally get my money back.
In case someone from up the ladder reads this. It was order 227 Friday June 7, 2019 at 1:48 PM when the order was made. This customer experience/service is unacceptable. read more
