really bad service
by Andrea M. - Posted Sat March 17, 2007 @ 12:00 PM
I went to your store on Cedar Road tonite for dinner. Ordered a Thickburger combo. For some reason, there was a problem with the fries, so after approx 10 minutes of waiting at the window, I was asked to pull ahead and they would bring my food out to me. No problem. However, after 15 more minutes, I began honking my horn to get someone's attention. About 5 minutes after that, ***** brought out my food. I asked him to wait a moment while I checked the order, since I knew that the thickburger had been sitting around at least 25 minutes at this point. Sure enough, it was cold. I asked ***** to bring me a new one and he suggested I come in to the store. I replied that I was not going to get out of my car in the pouring rain with 3 kids in the back. He replied, "Well, I'm out here in it!" I then told him that I would pull into a parking space and wait there. He went in (taking bag and receipt with him) to fix my order. I waited at least another 15 minutes, contemplating whether or not to go back through the drive-thru, when ***** returned with my order. This time I did not ask him to wait, as it was raining cats and dogs. I checked my food, and of course, they had given me a regular cheeseburger with nothing on it. So, I pulled my truck back up to the side of the store, and decided to go in. Once inside, ***** met me at the counter and was apologetic for the mix-up. I asked him to get the manager, which he did. She (nametag covered) came out and he explained the situation to her, at which point she began fiddling with the cash register. Not once did she acknowledge any of the above problems or attempt to apologise, or even tell me what she was doing. She just stuck her hand out with a five and change. I just stood there, then I said in a testy manner, "I don't want my money back, I just want some hot food!" She finally looked up at me at said with a surprised look on her face, "Well, you don't have to yell!" I was so shocked at her response, because I was not yelling, just speaking loudly and sounding very annoyed, justifiably.
I then replied something like,"Oh this is not yelling, you will know when I start yelling!" The other employees just started sneaking off at this point, and I don't blame them. The next thing she said was mumbled, so I cannot quote her accurately, but it was something along the lines of, "It's cause I'm black...", but I got the idea. I responded with something like,"I cannot beleive this! This has nothing to do with you or if you are black, I just want my dinner! I have been sitting outside in my car for 45 minutes waiting for a thickburger! I can't beleive this!" Needless to say I was flabbergasted. I have never been so offended in my life! I had noticed a sign, first in the drive-thru window, then again as all this was transpiring, with a name and a phone # to call for comments. I then asked her if she was the manager. She said yes. I asked her if she was "*****", the name on the sign. She said no. So I said, "I will be calling this **** person and telling her all of this." She just turned her back and walked away saying over and over again, "I don't care", at least 3 times. She then proceeded to the back and went over and began assembling my thickburger. I just stood there dumbfounded, and started crying. When she was done, she threw it into the slot and yelled very snottily "thickburger up!". ***** then bagged it up and handed it to me, saying very nicely, "I'm so sorry." I don't know what to say. I was so upset after leaving the store I couldn't even drive my car. I couldn't even eat, after all of that, either. I just called my husband and told him what had just happened. I had the phone # for the comment line dialed into my cell phone, but I was so upset I wanted to calm down first. It has taken me almost 3 hours to get over the anger, and I still can't beleive your employee, a manager no less, basically called me a racist, over a stupid hamburger. I expect to hear from someone very soon about this. I will call the number in the morning since it is so late now, but I figured it was more important that someone at the home office hear about it right away. The name and # on the sign was I did not get the name of this manager, but you can figure that out, I'm sure. I love Hardees, and I go there virtually every day. I am addicted to Thickburgers! And my family loves the chicken, too. My daughters' school even contracts with you all for their hot lunch program, and they love it. I would hate to have people hear that this was not taken care of immediately. Thank you for your time.
At the least, this person should be fired. I want a face to face, personal apology from this manager. I am considering legal action if I am not satisfied with the actions you take, especially in light of the racial comment.