What I Think About Poor Customer Service!!

I can't stand poor Customer Service. What has this world come to!!!??? What ever happened to, "The customer is always right?" Still, when I am the victim of poor customer service I can't blame only the institutions or service providers for providing the crappy customer service, fore these guilty parties may be operating as such due to crappy customers. Though this is no excuse, I try to usually give others the benefit of the doubt, or the benefit of their ignorance.

One great example of Poor Customer Service comes to mind: the terrible service I received last night at the drive-thru window of a popular fast-food Mexican-style/fried chicken restaurant combo chain at Four Corners (should be called Six Intersections.)

My wife and I had earlier in the evening used the Drive-thru to purchase dinner. We ordered a chicken quesadilla, a crunchy taco, a cheese only taquito with guac, and a 3-piece honey bbq strips.

When we got home we realized that, as is the case about 50% of the time, the strips were not honey bbq at all, the taquito had chicken in it, the crunchy taco was cracked, the quesadilla was burnt and the chicken was crusty, and they forgot the guac. Given the likelihood that this would again occur, we should have checked our order before we left, but as I wrote; I like to give others the benefit.

Sometimes we call and complain, but when we do so we rarely go back to claim our make-up meal. This time I just ate my food, feeling thankful that I had food to eat. Jenn ate her strips, but not the taquito. No call was made.

Later that night I had just so happened to be driving through Six Intersections when I noticed the glowing neon sign, “Drive Thru Open.” As a sign, it was like a sign that I should go straight there and plea my case – so I did. I pulled a “Uey” and went right back to the very same window through which the botched goods were delivered and I explained the situation (only discussing the strips and the taquito) to the girl who took my order.

She asked me if I had the strips. I told her they were at home. She asked again. I told her the same thing. Then she abruptly turned away and spoke to some guy in the background. This guy approached (must have been the manager.) I again explained the situation, again only discussing the strips and taquito. I waved to the girl who took the order. And I was rejected.

Manager Poor Customer Service Giver first asked when had I come through. I told him that it was about two hours prior. Mngr PCSG emphatically explained that he had been there since 4:00PM and that he was the one who had assembled the order. (That didn’t tell me anything.) Then Mngr PCSG asked if I had the strips! Again I explained that I was just driving by and I had come back on a whim because I had thought they would have been helpful. He asked if I had called. “NO!!!!” I gasped, “I am just coming by on short notice, I don’t have the Strips, I don’t have the receipt, and I didn’t call! But I guess I could drive all the way home, find the receipt, call, and then drive all the way back so that I could then get some customer service!?” Ridiculous!

Finally I was forced to acknowledge that my orders had been messed up about 50% of the time, and I also felt inclined to tell him about the cracked soggy taco, the burnt quesadilla with crusty chicken, and the missing guac. This did not faze Mngr PCSG; instead he added salt by asking if I had ever called on the other incidents (from the 50%.) Yes, I had before, and I proudly reported that my name should be in the book. I further detailed how, as a matter of fact, the last time I called I had spoken to the visiting district manager.
“Oh yeah, what was her name?”
“I can’t remember, Suz…Cin…Cindy?”
“CCindy?”
“I don’t know, she was visiting, I’m in the book.”
(Mngr PCSG runs away)
Moments later…
“There are only two names in the book.”
“How long do you keep the names in there?”
“Until they come back to get their food.”
“How old are those entries?”
“You’re not in the book, and we don’t have any more strips.”
“So I’m gonna have to call?!?”
“(mumbles)” Turns and walks away.

Again, no excuse for the terrible service, but the reason for the book and the call-first thing must be because some crappy customers out there have attempted to get free food by claiming that their order had been messed up, whether it really was or not, and whether or not they really had actually ordered anything in first place.

I still say, “THE CUSTOMER IS ALWAYS RIGHT!”

Sincerely frustrated and disappointed,

#1 Customer

P.S. Each Customer is the #1 Customer