Complaints

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction 2/13/2023 Placed a mobile order for food. Received wrong food item. Attempted calling location no answer. Manager responded via email. Manager requests to return to store with item for remake or refund. I responded I was no longer in the area and could return tomorrow for *************** responds that was fine. No specification that I must have good item with me past 24 hr. Return to store for refund but refused refund as I did not have item with me. Allergic to item so why would I keep it with me for a refund. Assistant manager rude and unhelpful. I asked to speak with actual manager and showed the email. Poor service, poor conflict management and communication. Assistant Manager said reaching out to corporate would not be helpful because they are independent franchises.

  Business response

  03/08/2023

  This customer came into the store making the same exact complaint, she read the original email out loud to me in which **** (the manager) told her she needed to bring the food back in. The customer was rude and screamed in the lobby and at the staff & sat in the parking lot for an hour after the incident. The company policy was clearly explained & she was told that she had to bring the item back, she said she couldn't make it until the next day & the manager said that was fine. 

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The assistant manager was rude and unprofessional. To say you are customer oriented but not listen or respect the customer is poor. The email did not specify that the item was needed for a REFUND. I will attach said email to complaint. As far as sitting in the parking lot, I was on the phone with corporate who was very professional and friendly. I was sitting to be sure my complaint was handled properly. There was another customer or two who witness the exchange and at no point did they agree I was the rude or unfriendly one. They were unsure if they wanted to continue to place their order. 
  

  if this matter is not handled in proper care, I will involve press and social media as that location is specifically known to have poor customer service/management. This was not the first time I had an issue with an order, previously I was not even contacted about the issue. Overall this location has several 1 star ****** reviews given in the past 3 months with a similar issue to mine. 
  
  Sincerely,
  
  ***************************

  Business response

  03/09/2023

  Awaiting attachments of both emails.

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