Fast Food, Slow Comprehension

| Working | December 3, 2015

(I am at the drive-thru of a well known fast food chain.)

Employee: “Thank you for choosing [Restaurant]. What can we get for you tonight?”

Me: “I’d like to get one [Item 1] and one [Item 2], please.”

Employee: “Would you like anything to drink with that, sir?”

Me: “No thanks. Just [Item 1] and [Item 2].”

Employee: “Okay, so that’s one [Wrong Item 1] and one [Wrong Item 2]?”

(These items are not even close to what I ordered.)

Me: “No, it’s one [Item 1] and one [Item 2].”

Employee: “Sorry about that. So that’s one [Wrong Item 3] and one [Wrong Item 4]?”

(These are even further away from what I ordered.)

Me: “No, it’s one [Item 1] and one [Item 2].”

(This exchange happens four more times before the employee finally gets it right. By this time I’m barely managing to keep my cool.)

Employee: “Okay, your total will be [amount almost three times what it should be]. Please pull forward.”

(Thinking I misheard the price, I go ahead and pull up to the window.)

Employee: “That’ll be , sir.”

Me: “That doesn’t sound right. [Item 1] is $X.xx and [Item 2] is $X.xx. Even with tax, it should be about a third of that total.”

Employee: “I’ll need to get my manager.”

Manager: “What seems to be the problem, sir?”

Me: “I ordered [Item 1] and [Item 2] and the total should be around $X.xx, but your employee quoted a price nearly three times that.”

Manager: *checks computer* “Ah, here’s the problem. Okay, sir, your total is [correct amount].”

Me: “Ah, thank you. Here you go.”

Manager: “Here’s your order. Have a nice night.”

(I check the order at the window to make sure it’s correct. It isn’t. At this point, I’m REALLY struggling to remain civil.)

Me: “I’m sorry, but this is not what I ordered. I’d like a refund, please.”

Manager: *looks at order* “Hmm, no, that’s not right at all. If you’ll wait a few minutes, we’ll remake that for you.”

Me: “I had to give my order six times before your employee could even quote it back correctly, then she tried to over charge me for it, and then I was given the wrong order. Frankly, I’d rather have a refund and go hungry than deal with this any further.”

Manager: “I understand, sir. Here you go. And thank you for remaining so calm through all of this. Have a nice night, sir.”

Me: “You, too.”

(When I went back two weeks later, I found out that the entire staff save for the manager had been replaced. I haven’t had any problems since.)

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