Complaints

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered (order ticket ******) Two double stacks with cheese both of which come with a side of French fries and an additional order of French fries, large. I repeated my order again at the window when picking it up because I wanted to make sure they put the extra fries in. I took the bag, it seemed light. I drove off the parking lot and decided to check. The Double stacks were there and 1 order of French fries. I stopped my car and called the restaurant to see about coming back and getting the other two fries. It was a disaster. The person on the phone kept telling me I couldn't have them because I didn't pay for them which wasn't true. I asked, "Don't double stacks come with French fries?" At this point he just kept YELLING at me saying I didn't pay for them, he wasnt going to give me something I didnt pay for. I said I just wanted the fries that came with the sandwiches. HE REFUSED TO COMPLETE/FILL THE ORDER. I started to go back to the restaurant but by this time I was so mad I thought better of it. I ended up going to ******** to get an order of fries to add to the meal. By the time I got home the burgers were stone cold as were the only order of fries in the bag. I have my credit card receipt for totaling $15.62 which is for 2 burgers and one fry. The guy on the phone said he was the manager. I believe it was Oct. 31, but the ticket did not print well. The time was 4:53 pm.I realize this sounds ***** but all I wanted was my food, not a fight. What really bothered me was he seemed to think this was funny. I didn't. I did make a complaint to *** but they have ignored it. Maybe they will pay attention to you.

  Business response

  11/24/2024

  Update to this complaint. I have emailed the customer using the email address provided on the complaint on Wednesday November 20, 2024 and did not get a response. I emailed again on November 22, 2024 and did receive a response on November 23, **************************************** this week.  I have attached a pdf of the email correspondence.  I will await her phone call and will resolve this matter directly with the customer.

  Please contact me at ************ with any additional questions

  Business response

  11/24/2024

  Thank you so much for taking the initiative to report this problem you have experienced at our restaurant.
  We will follow up on this immediately.  The management and staff will be challenged to take prudent, effective and immediate steps to fix this problem.
  We apologize for any inconvenience that you may have experienced as a result of this situation.  I have emailed you and I have received a response that you will contact me this week and we will get you a refund and an additional gift card with a request to you, to please give us another chance to demonstrate to you how important your complete satisfaction is to us.  We appreciate your business.

  Customer response

  11/25/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I will be contacting *** this week.
   
  Sincerely,
  
  ******* ********

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