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Sharps Burger Ranch

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Sharps Burger Ranch Reviews (1)

Gentlemen:
I apologize for the delay in responding to your request regarding the above complaint. We did not receive your letter until May 25, 2016.
Customer satisfaction and sanitary food preparation is the ultimate goal of Sharp Drive Ins, Inc. We have training and procedures in place to help us...

insure that offensive situations such as this will be avoided. I am very disturbed to think that something like this could happen at any food service business, much less mine. 
I have reviewed this situation with the employees working May 16, 2015 and just cannot understand how the cigarette butt could have found its way into the customer's fries. One of the supervisors on hand that night was summoned to speak with the dissatisfied customer. The customer came across very rude when the supervisor
addressed her. A folded napkin was presented with a smashed fry and a cigarette butt. The cigarette butt did not appear to be chewed. The supervisor stated that she was very sorry and could not understand how this could have happened while their order was being processed. Our supervisor asked the customer how she would like us to handle the situation (a new fry, a gift certificate, a refund). The customer rudely replied "I want a[redacted] refund!" At that point the supervisor asked if the customer had a receipt as she would need the receipt in order to refund their money. This is a standard procedure prior to refunding cash. Once again, the supervisor said she was very sorry about the whole situation. The customer rudely replied that she had no receipt but would go see if she could find one. The customer left and did not return. There were two employees who smoke that were working the evening of the 16th. Both are supervisors and neither of them had cigarettes that night. If an employee had stepped outside to smoke, they should never bring such an item back into the restaurant. The supervisor noted that the cigarette butt was a Marlboro Light, and that wasn't a brand either employee smokes. I have confidence that these employees would never put their job or reputation at risk by intentional actions or by not following procedures. If a cigarette butt would have already been in the fries received from our food provider, it would have been cooked and would not have looked like it was brought in by the customer. After this issue was posted on Facebook, we had individuals contact us stating that these customers were heavy smokers themselves. Would it be possible that they unknowingly had their own cigarette butt drop into the "to go" container as they drove home or as they were eating their meal? We are very sorry for the frustration and inconvenience for these customers, but we just cannot believe or understand how this disturbing situation could have happened during the processing of the order in question. We feel that apologies were given for the customer's obvious distress and that restitution would have been given in a form other than cash refund without a receipt. No business wants their customers to be unhappy and disgruntled with their product or service.\Sincerely,
John *. S[redacted]
Owner

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