RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Once again I am disappointed with your company. Not only did you defend the wrong actions of the manager but you also support bad customer service. You are implying that instead of trying to please a customer or in other words "do what they are paid to do", you are stating you would rather refuse the service than do the job correctly. Wow, I am surprised that is the stance you took. I am not able to open your attached video because the format you sent it in was not a common application to view it with. However, I suggest you review the video again since you did not mention in your response that I requested the general manager’s name and she slammed the window door. I see that you will accept no responsibility and realize that you need to protect your reasoning for having such employees, however teaching an employee to do things of this nature to any customer is disgraceful. You run a fast food business, so per your response, you did not live up to that standard as during your morning rush not only were you not prepared, you were also not staffed properly. I reject your response as I feel it shows a total lack of professionalism. You seem to be based on quantity and not quality service (please refer to your response, as you imply serving more customers is far more important that making one satisfied). All the time your employee (***) took trying to be right, she could have actually done her job and provided the service I initially paid for. It’s sad that you think the customer is always wrong. Regards, [redacted]
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I am responding regarding ***-McDonald's Restaurant Store # 7208, S27th, St., Greenfield, WI
I have read the complaint and would like to respond in the following way:
On March 15th, 2014, our drive thru customer placed an order for hash browns She was told by our male crew member that there would be a short wait for hash browns and to please pull forward to have her order brought out to her At times we have a short wait on hash browns, as we like to serve them hot and crisp to our customers It is our company policy for drive thru customers when a product is not ready to park them for short periods of time Wait times depend on what has been ordered In the case of these hash browns, there was an estimated minute wait until completion
Customer replied that she would not pull forward, she didn't have time to wait minutes, repeating herself again, saying she did not have time At this time the customer was approached by our Store Manager *** who stated she asked the customer if she would please pull forward.....when customer refused she asked if she'd like a refund if she did not have time to wait The customer stated she would like a refund After giving the customer the money, the customer asked her name and told *** she was rude and she was going to complain Not wanting an argument, since she was already upset, and refusing to move from our drive thru during our busy breakfast hour on a Saturday, our employees started hand delivering orders on foot to our drive thru customers as now the line was backing up around the entire restaurant.
Our store manager is apologetic that she came across rude, however the conversation was short and to the point and limited to asking her to pull forward, her refusing to pull forward due to being in a hurry and *** offering a refund for the items she didn't have time to wait for *** provided her name and customer stated again *** was rude and the conversation ended there Although the conversation ended, the customer remained in our drive thru lane trying to impede service for our other patrons.
Customer's card was charged $but was refunded $in cash, therefore the cash refund cancels out the money she is claiming we overcharged her on her card
I am attaching a copy of the refund receipt, a copy of the customers original receipt, and also two receipts from the same time period from customers who waited in line and were hand delivered I also have attached a video of the refund showing the money being handed to the customer showing that at no time was money thrown at this customer
I've also included statistics from the 8-a.m hour on March 15th We serviced customers through our drive thru We parked cars with an average wait time of minutes seconds
Our store manager at this location is a long time employee, has dealt with customers for many years and again expresses her apologies that she came across as being rude
This complaint could have been resolved simply by calling our management office Phone number for our management company is displayed on an 81/x sign in our drive thru window We would have been happy to assist our customer and addressed her complaint as we appreciate her business and value her as a customer
Thank you,
*** * ***
Steren Management Co., Inc
McDonald's
TOTAL
IN LINE
PARKED CARS
KVS PREP TIME
End Time
Trans Cnt
C.T.P.T
Avg Time
Avg Time
Order Time
Line Time
Win Time
Win Time
Trans Cnt
Avg Time
Per Trans
Per Item
Items/Trans
Total
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Once again I am disappointed with your company. Not
only did you defend the wrong actions of the manager but you also support bad
customer service. You are implying that instead of trying to please a customer
or in other words "do what they are paid to do", you are stating you
would rather refuse the service than do the job correctly. Wow, I am surprised
that is the stance you took. I am not able to open your attached video because
the format you sent it in was not a common application to view it with.
However, I suggest you review the video again since you did not mention in your
response that I requested the general manager’s name and she slammed the window
door. I see that you will accept no responsibility and realize that you need to
protect your reasoning for having such employees, however teaching an employee
to do things of this nature to any customer is disgraceful. You run a fast food
business, so per your response, you did not live up to that standard as during
your morning rush not only were you not prepared, you were also not staffed
properly. I reject your response as I feel it shows a total lack of
professionalism. You seem to be based on quantity and not quality service
(please refer to your response, as you imply serving more customers is far more
important that making one satisfied). All the time your employee ([redacted]) took
trying to be right, she could have actually done her job and provided the
service I initially paid for. It’s sad that you think the customer is always
wrong.
Regards,
[redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Once again I am disappointed with your company. Not only did you defend the wrong actions of the manager but you also support bad customer service. You are implying that instead of trying to please a customer or in other words "do what they are paid to do", you are stating you would rather refuse the service than do the job correctly. Wow, I am surprised that is the stance you took. I am not able to open your attached video because the format you sent it in was not a common application to view it with. However, I suggest you review the video again since you did not mention in your response that I requested the general manager’s name and she slammed the window door. I see that you will accept no responsibility and realize that you need to protect your reasoning for having such employees, however teaching an employee to do things of this nature to any customer is disgraceful. You run a fast food business, so per your response, you did not live up to that standard as during your morning rush not only were you not prepared, you were also not staffed properly. I reject your response as I feel it shows a total lack of professionalism. You seem to be based on quantity and not quality service (please refer to your response, as you imply serving more customers is far more important that making one satisfied). All the time your employee (***) took trying to be right, she could have actually done her job and provided the service I initially paid for. It’s sad that you think the customer is always wrong. Regards, [redacted]
normal; line-height: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; background-">
I am responding regarding ***-McDonald's Restaurant Store # 7208, S27th, St., Greenfield, WI
I have read the complaint and would like to respond in the following way:
On March 15th, 2014, our drive thru customer placed an order for hash browns She was told by our male crew member that there would be a short wait for hash browns and to please pull forward to have her order brought out to her At times we have a short wait on hash browns, as we like to serve them hot and crisp to our customers It is our company policy for drive thru customers when a product is not ready to park them for short periods of time Wait times depend on what has been ordered In the case of these hash browns, there was an estimated minute wait until completion
Customer replied that she would not pull forward, she didn't have time to wait minutes, repeating herself again, saying she did not have time At this time the customer was approached by our Store Manager *** who stated she asked the customer if she would please pull forward.....when customer refused she asked if she'd like a refund if she did not have time to wait The customer stated she would like a refund After giving the customer the money, the customer asked her name and told *** she was rude and she was going to complain Not wanting an argument, since she was already upset, and refusing to move from our drive thru during our busy breakfast hour on a Saturday, our employees started hand delivering orders on foot to our drive thru customers as now the line was backing up around the entire restaurant.
Our store manager is apologetic that she came across rude, however the conversation was short and to the point and limited to asking her to pull forward, her refusing to pull forward due to being in a hurry and *** offering a refund for the items she didn't have time to wait for *** provided her name and customer stated again *** was rude and the conversation ended there Although the conversation ended, the customer remained in our drive thru lane trying to impede service for our other patrons.
Customer's card was charged $but was refunded $in cash, therefore the cash refund cancels out the money she is claiming we overcharged her on her card
I am attaching a copy of the refund receipt, a copy of the customers original receipt, and also two receipts from the same time period from customers who waited in line and were hand delivered I also have attached a video of the refund showing the money being handed to the customer showing that at no time was money thrown at this customer
I've also included statistics from the 8-a.m hour on March 15th We serviced customers through our drive thru We parked cars with an average wait time of minutes seconds
Our store manager at this location is a long time employee, has dealt with customers for many years and again expresses her apologies that she came across as being rude
This complaint could have been resolved simply by calling our management office Phone number for our management company is displayed on an 81/x sign in our drive thru window We would have been happy to assist our customer and addressed her complaint as we appreciate her business and value her as a customer
Thank you,
*** * ***
Steren Management Co., Inc
McDonald's
TOTAL
IN LINE
PARKED CARS
KVS PREP TIME
End Time
Trans Cnt
C.T.P.T
Avg Time
Avg Time
Order Time
Line Time
Win Time
Win Time
Trans Cnt
Avg Time
Per Trans
Per Item
Items/Trans
Total
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Once again I am disappointed with your company. Not
only did you defend the wrong actions of the manager but you also support bad
customer service. You are implying that instead of trying to please a customer
or in other words "do what they are paid to do", you are stating you
would rather refuse the service than do the job correctly. Wow, I am surprised
that is the stance you took. I am not able to open your attached video because
the format you sent it in was not a common application to view it with.
However, I suggest you review the video again since you did not mention in your
response that I requested the general manager’s name and she slammed the window
door. I see that you will accept no responsibility and realize that you need to
protect your reasoning for having such employees, however teaching an employee
to do things of this nature to any customer is disgraceful. You run a fast food
business, so per your response, you did not live up to that standard as during
your morning rush not only were you not prepared, you were also not staffed
properly. I reject your response as I feel it shows a total lack of
professionalism. You seem to be based on quantity and not quality service
(please refer to your response, as you imply serving more customers is far more
important that making one satisfied). All the time your employee ([redacted]) took
trying to be right, she could have actually done her job and provided the
service I initially paid for. It’s sad that you think the customer is always
wrong.
Regards,
[redacted]