1 stars

Susan SM 04/06/2012

Staff needs customer service training. Don't be defensive.

Provided by Citysearch

What happened to te saying ""customer is always right? Anyway, besides the slow service I always get when I order through Drive Thru, I still go at least 3 to 4 times a week esp in the morning since my grandson likes the mini hash browns. This morning I got all my 3 grandkids and I went to the drive thru to order breakfast. I placed several small orders from french toasts, pancake platter, 4 hashbrowns and cinni minis. I was told that I had to wait for the cinni minni and ""everything will be given to me when it's done and to drive forward. I waited for about 8 to 10 mins and the Spanish cashier handed me my bag. As soon as a I got home I emptied the bags and set up the table for the grandkids, NO HASHBROWNS. I tried to call (407) 370-4510 and it kept ringing. In the meantime grandkids started asking ""Where's the hash browns?"" I had to go drive about 8 mins back to yr 5324 So John Young Pkwy 11074 at my inconvenience. as I was greeted at the Drive Thru, I immediately identified myself at the customer who was there earlier, who waited for cinni minis and unfortunately, I found out when I got home that the hashbrowns was missing. It was order 94. Dtd 04/07/12 and the cashier was a Spanish girl. The Drive thru cashier right away sounding so defensive said ""Oh yeah, I put the 3 bags of hash browns in yr order mam"". And I said ""No, there was none and by the way, it was not 3, I paid for 4 hash browns,"" But instead of apologizing she said ""Oh I did put the hash browns in the bag Mam and in fact I put them myself""...Was she just trying to acuse me that I was lying? What would I do with 8 bags of hashbrowns? Anyway, when I approached the 2nd window, there was no greeting and in fact she just stretched out her hand and handed me ""greasy "" bag. I did open the bag and I saw 3 small bags and the rest of the hash browns all over the bag. So I asked ""are there 4 bags cause I only saw 3, so she grabbed the bag and said ""I put 4 and by the time I was putting ...."" I had to finish her sentence ""And you dropped the other bag or lost the other one?"". I took pictures of how the bag looked inside. As if they were just dumped inside the big bag. No wonder it was greasy. Since I drove this far, I decided to add 2 more cinni minis, which I was willing to pay anyway. Without offering anything, she did charge me $2.13 order 2. which I did not hesitate to pay. I have never done this review before but I believe this girl should be reprimanded. She has poor customer service skills. As she was trying to get my 2 cinni minis, I could see her talking and body gesture says it all that she was complaining about me because a black girl opened the window and asked me if everything was alright. So I told her and she apologized for her co workers bad behavior. It's sad that perhaps, BK should send more of their staff to customer service training.This girl, needs to be on the first one on the list. By the way, I am also a minority. So don;t think I have something against Spanish. My grandson is Spanish. I am a professional and $4.00 is not going to make my poor if I just drove off. It was the principle. I was in customer service for 15 years before I became a nurse. So I know how to treat my customers. You just lost a regular customer.

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