I went through the drive thru with my son (11yo) at around 6pm, after working all day then commuting and picking him up after school. I ordered a Dave's triple, plain, a chicken pretzel pub sandwich, 30 chicken nuggets and two large fries. All my interaction with your employees at this time were cordial. I drove home (fifteen minutes) to open my bags and soon realize both burgers were completely incorrect. The $7.29 plain triple turned out to be a single, with a wilted piece of lettuce and ketchup. The $6.59 chicken sandwich was a bourbon cheeseburger (also a single). I spent over $31 in total, which is more than I make in an hour. To come home and realize that what I had ordered was incorrect, although the receipt showed the correct order and I paid for the correct order, is very frustrating. I tried to eat the single burger and it wasn't even cooked all the way. The meat was pink. Is this normal? I attempted to call the restaurant multiple times and got no answer.
My husband convinced me he would drive back into town to get our order replaced, or at least our money back. When we drove fifteen minutes back into town and tried to go in the front door, the lobby is locked. So, we had to wait in the drive thru. Again. We then explain our issue to the young lady standing next to the speaker box. She tells us to pull forward. We explain our story to the lady taking payment at the front window. She tells us to pull forward. We explain our story to the person at the second window who then gets a female claiming she's a supervisor and explain our story for a fourth time. The female supervisor at this point is moving as if she's going to give us a refund, since we've just wasted our entire evening over a fast food mistake, when a man runs to the drive thru window from the back and nearly throws himself outside and yells, "What is going on? They don't understand what your issue is!" My husband then explains for a fifth time what the issue is. This aggressive man claims he is the manager and he "can't" give us our money back. Then scolds my husband about holding up the line! Is this customer service? I have worked in the customer service industry my entire life and I have more respect for the restaurant world than most people. However, I don't believe the customer is always right. But this manager's reaction and treatment towards me and my husband was not only wildly unprofessional, but almost harassing. He kept asking (yelling), "well where's the food!" We brought the incorrect food back and handed it to him. He then kept saying we weren't welcome there and we were holding up the line, while still not giving us a refund for THEIR mistake. He didn't offer to correct the problem, either. It ended with both my husband and this manager yelling at each other and the manager ripping $31 out of the register and shoving it at my husband and telling him, "get out of here!" read more