ComplaintsforSwenson's Restaurant

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/16 I went to this swensons location with my daughters. Being that I am diabetic I needed something to boost my blood sugar so I went to swensons. We ordered two thin mint milk shakes, a large Florida, two double cheeseburgers and a crispy chicken sandwich , and 3 teasers. When the server came out he asked me if I wanted a carrier. When he attempted to hand me the carrier one milk shake lids came off and the shake fell into the window in my car and on myself. The server did apologize and then attempted to get napkins and also collect the total payment for the order. I simply asked about a discount due to the fact of inconvenience of the lid not being tight and the whole shake spilling on me and in my car. He went and got ***** who came out and said he couldn't discount anything. I simply asked for him to do the right thing and he stormed away with an attitude. I heard him yell to his employees to make another shake and he proceeds to my window and forcefully input the car reader which knocked my arm from my car door that I rested there due to my low blood sugar and I grabbed the handheld to pay. No apology from ***** for being humiliated or even for the mishap. I explained I wasn't upset about the accident, but more so the lack of empathy. All employees came and said they listen to what ***** says and he says I wasted it. I then waited 10 more minutes and ***** then sent another team member to tell me he isn't giving me a milkshake because I "wasted" it on myself. I was falsely accused by ***** who did not witness the incident and not only that as a lead, not listening to what happened and blaming me. I then asked the server to speak to ***** and ask him to reconsider and he came back and said ***** did and I was then served a watered down milkshake. I really needed my sugar and luckily I was able to go to a nearby gas station to avoid a medical emergency. I took photos and have attached. What happened to compassion? I want a refund of my full order

  Business response

  08/26/2024

  We appreciate the BBB reaching out regarding this guest’s experience. Swensons prides itself in stellar guest service. Unfortunately, Ms. Jones did not have such an experience. We contacted *** ***** within 24 hours of receiving the BBB notification to better understand her unacceptable experience, and ensure we resolved her concerns. *** ***** provided excellent feedback and was very appreciative of our remedy to the situation.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/4/23 at 10 pm therabouts I purchased $50 + dollars of food at Swensons on ********* ** in ********* **** ***** a restaurant I never went to previously. I purchased 2 dinners plus 2 triple cheeseburgers and a chicken sandwach along with a Rootbear shake. I was not informed before they asked for the order nor did I see it in BIG BOLD LETTERING that I had to 100% spell out to them that I wanted ketchup for my fries and ketchup or mustard or pickle for my 2 triple cheeseburgers? Yet when I called in the next day the so called manager said I needed to inform them! I asked her How was I supposed to know THEIR JOB?? How was someone who never visited their establishment before supposed to know how they work if their own people & documentation won’t tell you?? Yet, the chicken sandwich had its toppings??? And the Fish had an EXTREMELY small amount of tartar sause All the manager kept saying was the same stupid thing over & over & over that she was probably told by the stupid owners to say, but yet I was NEVER INFORMED verbally or other so I payed $50 for a pritty bad meal and when I called for help I did not get any help, instead I got again you wasted your time! THEY GAVE ME NO RECEIPT EITHER AND I GAVE THEM A 15% TIP FOR POOR SERVICE

  Business response

  01/25/2023

  [BBB transcription via phone call]

   

  The business stated the General Manager called the consumer and the consumer was refunded in full. The General Manager also spoke with the staff and coached them on how to better handle situations like this in the future. 

  Customer response

  01/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩