Bad Customer Service. Do I just give up at this point?

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Posted 2/10/2013 by benem in NSBR Board
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benem
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Posted: 2/10/2013 3:28:23 PM
Thurs night was a REALLY bad night weather wise. Just -- really bad with snow and slush and bad traffic etc.

I was babysitting 2 kids so I stopped at a Popeyes on my way. The drive thru took 20 minutes. No I am not kidding. If the weather hadn't been so rotten I would have tried to go elsewhere.

I ordered 2 of the 3 pc meals. That would have given me 6 pcs of chicken, enough for me and the 2 kids.

The 10 minute drive there after Popeyes took 40 minutes.

I got inside and discovered they had given me 2 of the 2 pc meals so I was short 2 pcs of chicken. Obviously I was not leaving the kids alone to go back there and get my chicken do they ate and I had peanut butter toast for dinner.

Yes I was extremely pissed. I figured the order taker didn't hear me right. Then again the line was 20 minutes in a drive thru.

The next day I found my receipt. It was for 2 of the 3 pc meals. That's what I paid for. The receipt also said on it:

COMMENTS? Questions? Please cal xxxxxxxx

So I did. I got the store itself and asked to speak to the manager. She came on and I told her the story. Her response:

"if this happened last night why didn't you call then?"

I was pretty irritated at her response. That's what you have to say when I tell you I bought food for me and 2 children and you shorted me???

Then it comes out she is not the store manager just the person in charge on that shift. She tells me the mgr will be in the next day.

Fine. The next day after lunch I was nearby so I walked in and asked to speak to the mgr. He came, I handed him my receipt and told him my story.

His response: he offered to give me the two pieces of chicken I had not gotten on Thursday.

Turns out he is not the store mgr either. I guess the store mgr only works mornings with the prep cooks. He is never there when the place is open to customers.

So at this point I am extremely irritated. Neither of these "managers" took my name or number to give to the guy. Or gave me his name. If I pursue this I am not sure what I am supposed to ask for. My measly 2 pcs of chicken I don't even want anymore? Or a refund of probably $2-3?

But I am so ticked off at their crappy customer service and that the response to my complaint was "well why didnt you call last night?" (bc I thought they Mis heard my order)

Sorry for the long post, I just wanted to give all the info.


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Christine58
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Posted: 2/10/2013 3:30:10 PM
This is exactly why I check my orders through the drive thru. I would give up because they could assume you're lying.



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Posted: 2/10/2013 3:37:04 PM
http://popeyes.com/contact/ Boot it on up the line.


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kellybelly77
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Posted: 2/10/2013 3:38:52 PM
That is a lot of effort for 2 pieces of chicken. Honestly, I wouldn't have even called in the first place. I just don't expect a lot of service from a fast food joint.


Kelly

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Posted: 2/10/2013 3:39:34 PM
I definitely understand your irritation. At this point, I'd probably just let it go and in the future try to check my orders before I leave the drive through. (No... I don't do this every single time. But I try.)

readsomething
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Posted: 2/10/2013 3:44:13 PM
I'd email through the website. I never bother with customer service in-person at most places -- and if I don't get a satisfactory response in person, I DEFINITELY go online. I've also called -- I had a horrendous, unbelievable experience at a grocery store once, and I called and spoke to like, the person in charge of the store in about 11 states. It was BAD.

And yeah -- I think there comes a time in everyone's life when they finally learn that you gotta check the bag before you drive away. Not to give you grief, but ... probably 40 percent of my fast food orders are messed up somehow. DH never checks (he doesn't want to be MEAN). But that explains why he frequently is missing half his order. I'm trying to retrain him.


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benem
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Posted: 2/10/2013 3:44:44 PM
Maybe I will do the corporate contact.

I guess since I used to manage customer service I get really ticked off when supposed managers are crappy at it.


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cm_stephenson
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Posted: 2/10/2013 3:45:56 PM
What you need is for the company to retrain its staff in customer service. What you want is some acknowledgement of their mistake and a small voucher or refund is not unreasonable.

Mistakes happen and they cannot always put it right after the fact but they can always listen to you, empathise and make an offer such as a voucher against future orders. Your complaint is really about the after sales service rather than the wrong order I think?

Cathy


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expoedu1
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Posted: 2/10/2013 3:46:25 PM
Sorry, but there isn't any way for them to know you're telling the truth. Unfortunately, a lot of people try to scam restaurants. You should have called as soon as you realized there was a mistake. They were being nice to offer you the two pieces of chicken you were missing. I'm not sure what else you would have expected. Free meals? Delivery to your house?

benem
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Posted: 2/10/2013 3:49:41 PM
The thing is I always check at a burger place. Bc I am always getting my order wrong there. No I don't want cheese on it. No I don't want everything on it. So I check it. But chicken is chicken so I didn't look except to see I got 2 orders.

Usually I blow off mistakes at the drive thru. It happens and its irritating. I admit, this time the unacceptably long wait in line (seriously were they slaughtering the chickens while we waited???) combined with me going hungry that night ticked me off. And then to both call and show up and be dismissed. Damn that makes me mad.


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benem
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Posted: 2/10/2013 3:53:21 PM
Cathy you are right. It's the "questions? Call us" line on their receipt that is just a line of BS combined with the poor attitude of the supposed managers that's really getting me.

A voucher for another day would make the most sense. Seriously, who offers soneone their missing pieces of chicken 2 days later?? What am I supposed to do with it, let it sit in my car all afternoon while I run errands?


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UkSue
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Posted: 2/10/2013 3:56:17 PM
I bought fish and chips from our favourite place a couple of months ago, and even though I checked the order twice with the server she still left out one of the meals, so I went without.
I telephoned straight away when I plated the kids food , and they apologised and told me to pop in the next time I was passing (they took my name) and not only would they give me my money back, they would give me credit for the whole family to have the meal again whenever we wanted.

That I thought was fantastic customer service.

I think I would still pursue it of I was you. It may only be a small value but it's the principle, especially now they have demonstrated they really don't care about repeat business!


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jillonthehill
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Posted: 2/10/2013 3:58:26 PM
I would contact the corporate offices.

When I worked fast food, my manager did everything in his power make sure people didn't contact the corporate offices.

benem
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Posted: 2/10/2013 3:58:39 PM
Thanks Tishy.

I used to work for the company that makes Skil Power Tools and I dealt with a lot of angry customers (the happy ones don't generally call). As part of our marketing budget we had a supply of tools that were set aside to be given free to customers who called to complain that their drill stopped working after 9 months. We did not argue with the customer or worry they were lying. It was part of the cost of doing business and considered part of marketing to just mail the customer a new item, and we also apologized for their inconvenience.

The reason being it costs a lot more to get a NEW customer that to retain a current customer.


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benem
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Posted: 2/10/2013 4:01:53 PM
When I worked fast food, my manager did everything in his power make sure people didn't contact the corporate offices.
-------

I guess that's the attitude I was expecting. "what can I do to resolve this so you don't take it higher up".

As opposed to "what can I do to make you go away now as soon as possible?"


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tamhugh
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Posted: 2/10/2013 4:05:04 PM


I just don't expect a lot of service from a fast food joint.



Most people don't, which is part of why we don't get it. I don't think it's unreasonable to expect decent service no matter where you are paying for a meal, whether it's something expensive or a piece of fried chicken.

pennyring
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Posted: 2/10/2013 4:06:46 PM
I always get a really prompt response when I send an actual letter through the mail to everyone in their corporate offices, and copy the manager of the local store. I send it to the President, VP, everyone I can find. I will not be ignored! LOL!

If I were you, I'd be straight up pissed at this point. You have tried to rectify the situation on a store level TWICE and got nowhere. I'd take it up to corporate at this point.




kimberly38
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Posted: 2/10/2013 4:13:06 PM
Honestly, I never leave a fast food drive thru without checking my order anymore. There have been way too many times that my order was not ocrrect. It only takes a few seconds to open the bag and see that I actually got what I paid for.

SuPeaNatural
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Posted: 2/10/2013 4:16:55 PM
I've had this happen 3 or 4 times at KFC. Drive 30 mintues to get there only to find pieces missing when I get home. Or they've given me the wrong thing.

I emailed head office and they've always sent me vouchers. I get the messed up order replaced - and a full meal, not just the missing pieces, PLUS an extra voucher for another free order. They have great customer service.

On the other hand, a few years ago my son went to Red Rooster and found 2 chicken rolls missing from his order - at that time they were $5 each. I emailed and got a reply about week later. Very sorry, will send a voucher. It never arrived and the next couple of emails went unanswered. I sent a final message letting them know that none of my family would be buying from them again and that we'd make sure our friends new about the service we didn't get. That one went unanswered too, so they lost a few customers.

I've learned the hard way to always check my order before I leave.



benem
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Posted: 2/10/2013 4:17:32 PM
Penny I have has the same thing if I write an actual letter and send it via mail.

Of course if I do pursue this then I have to write a letter complimenting great service somewhere else. My own personal rule.

That will be easy bc there was a guy working the counter at the Cheesecake Factory last night who was fantastic!


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basketdiva
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Posted: 2/10/2013 4:20:43 PM
Geez-all this work over an order that was not charged for. I understand you had people to feed but you got what you paid for-2 meals. But to escalate this to corporate at this point in time is over the top in my opinion.

I can see getting this upset if you had paid for the 3 rd order but you didn't. the clerk misunderstood you, charged you for 2 meals and that's what you got. Let it go.

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Posted: 2/10/2013 4:23:43 PM

And of course the line from Lethal Weapon 2 when Joe Pesci AKA Leo Getz says "They f%@k you in the drive thru".
That is true--and I have never known it to be in the favor of anyone.

I only drink unsweetened tea. I take my drink, put my straw in and taste it before I drive off. I'd estimate that 8 out of 10 times, even though I state unsweetened, my rec't reflect unsweet and I ask the person at the window if it is unsweet and get a yes, that I get syrupy sweet tea. I have NO IDEA who can drink that. It is beyond disgusting, but seems to be the norm in the south.

One girl got really snippy with me about holding up the line and I handed her my cup back and said it was sweet and she actually argued with me about it! PITA!



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maryannscraps
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Posted: 2/10/2013 5:04:41 PM
If you want to pursue it, think about what you want from the complaint. And ask for it. Is it an apology? A refund? A voucher?

I've found that when I tell them what I want to make it right, I get better results.

Georgiapea
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Posted: 2/10/2013 5:40:02 PM
I would write to corporate. I think it's somewhere in Louisiana! Send them a copy of the receipt and details on what happened each time you spoke to the store employees. My emphasis would be that the store is badly managed and that this will ultimately be reflected by loss of revenue.

lucyg819
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Posted: 2/10/2013 6:06:50 PM

What you need is for the company to retrain its staff in customer service. What you want is some acknowledgement of their mistake and a small voucher or refund is not unreasonable.

Mistakes happen and they cannot always put it right after the fact but they can always listen to you, empathise and make an offer such as a voucher against future orders. Your complaint is really about the after sales service rather than the wrong order I think?

I completely agree with this. The real problem here is that instead of acting sorry, they're acting like you're just a pain in the ass to them. If someone apologized and sounded as though they meant it, and gave you some money back or a voucher, you would probably be happy and forget the entire thing. Instead, now they've pissed you off. Idiots.


Geez-all this work over an order that was not charged for. I understand you had people to feed but you got what you paid for-2 meals. But to escalate this to corporate at this point in time is over the top in my opinion.

I can see getting this upset if you had paid for the 3 rd order but you didn't. the clerk misunderstood you, charged you for 2 meals and that's what you got. Let it go.

You didn't read carefully enough. She ordered two 3-pc meals, paid for two 3-pc meals, received two 2-pc meals. So all that snottiness went to waste.


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AKathy
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Posted: 2/10/2013 6:07:56 PM
Honestly, it's two pieces of chicken. I'd let it go. Mistakes happen. Would you be this bent out of shape if they gave you two pieces too many?


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lucyg819
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Posted: 2/10/2013 6:08:57 PM

I only drink unsweetened tea. I take my drink, put my straw in and taste it before I drive off. I'd estimate that 8 out of 10 times, even though I state unsweetened, my rec't reflect unsweet and I ask the person at the window if it is unsweet and get a yes, that I get syrupy sweet tea. I have NO IDEA who can drink that. It is beyond disgusting, but seems to be the norm in the south.

They do the same thing to me. gahhh, I can't stand that sweet tea (I don't mind a little sweet, but not that make-your-teeth-ache sweet). They always insist it's unsweet, but half the time it's sweet. Gag me.


LUCYG
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benem
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Posted: 2/10/2013 6:10:05 PM
Basketdiva I think it's obvious you did not read my OP.

They charged me for more expensive menu items and then shorted my order. Twice.

I don't really care about the chicken at this point or I would have taken the 2 pieces offered to me when I went in the place to complain.

But I am really irritated by crappy customer service and particularly at the management level. They should know better.

Its the brush off later that is annoying. Everyone makes mistakes on food service, it happens.


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KikiNichole

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Posted: 2/10/2013 6:11:43 PM
I'm with Kathy. I understand being immediately annoyed...and even calling the next day when you found your receipt. But my time is too valuable to spend too much time over two pieces of chicken. I'm sure yours is too.


~Kristen~

benem
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Posted: 2/10/2013 6:19:09 PM
I completely agree with this. The real problem here is that instead of acting sorry, they're acting like you're just a pain in the ass to them. If someone apologized and sounded as though they meant it, and gave you some money back or a voucher, you would probably be happy and forget the entire thing. Instead, now they've pissed you off. Idiots.

-----

Thanks for articulating my irritation so perfectly. That IS what it is.

If the so called manager who saw my receipt said he was sorry for the mistake and had offered me a coupon for a future free meal or hell how about refunding me the money they charged for items they never gave me??? Then it would be a non issue. Mistakes happen, it created a problem at the time, I lived thru it.

This afternoon I went to CVS. I don't like that place but I needed something only they have. Well they didn't have it, ok, but then I had crappy service by the clerk at checkout. Not enough to complain or write a post about on here but enough that I stood there and glared at him until he actually gave je this "who me???" look.

Seriously I am tired of dealing with crap attitudes from people working in customer service. I have worked in public facing jobs for years. I know how hard it is. All I expected was the items I paid for and since I didn't get them, how about my money back. Somehow that seems unreasonable on this world.

I definitely am going to write an email to the Cheesecake Factory about the GOOD service I got. It's so freaking rare these days, it needs to be encouraged.


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ScrapnGranny
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Posted: 2/10/2013 6:38:11 PM
For 2 pieces of chicken I would have been done a long time ago. Move on your time is worth more than the price of the chicken. Chalk it up to a life lesson about the drive through.


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Edgy Coolness
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Posted: 2/10/2013 6:56:10 PM
Bad customer service is something that should always be address especially in the Restaurant business because most fast food places are manned by teenagers starting out in the working world and learning good habits then help them later on because "shortcuts" can be dangerous.

For example, let's say 5 years down the road, Mary Lou, who worked at Popeye's as a teenager and never was reprimanded or told that she made many mistakes in her orders is now working for your OB/Gyn as the "Nurse" with her MA certificate. She has taken the 12 month course to be able to do a physical assessment including your blood pressure but she "never" has gotten how to take a blood pressure (she luckily had a "normal patient" in her practical exam so she passed) -- am I suppose to record when I first hear the thump or the last thump then the final thump or whatever that is -- and does not understand the importance of correctly report it and like when she was working at Popeye's she "wings" it, writing down what she "thinks" is the right answer. You as the pregnant patient have undiagnosed high blood pressure when you are not pregnant because you are "seldom sick" and very rarely go to the doctor and your high blood pressure and any discussion goes to a diagnosis of "white coat syndrome" some doctor you saw to get birth control 15 years ago.

So for the last 4 months Mary Lou has been working up your chart, she has been recording "normal" BPs on you when in actually each time it is been high or borderline high. In addition to this when she is dipping your urine, she isn't following the procedure on the time to read each component, she just waits the 2 full minutes to read it and writes down "what" she thinks is the correct color/amount really is even though she knows a certain component can read false positive if left too long and marks it negative because it is trace or faint.

But lets say the doctor's office actually has little Clinitek machines to read the stick and knowing that she can save herself time pushes the read button before she dips the urine so that the sensitivity on the white cells seldom reads more than trace (each component is also given a false value) and you've not only been spilling protein and glucose but also have a raging UTI or vaginal bacterial infection that you have no symptoms of.

And yes, those are "true" experiences that I have had as a Medical Lab Tech working with doctor's MAs and unbelievably even with other Med Techs who would look at a clear urine and "sink" test it (not bother to dip it or just read the specific gravity and pH and call it negative) because they "knew" it was going to be negative and they didn't want to read another microscopic.

So in my opinion ^^^ That is why it is important to go back and speak with the manager or call the corporate office because it does matter as that person moves up their career ladder because as strange as it sounds, some people are never told they made a mistake even though they do nothing but mistakes because they take "short cuts" all the time.









readsomething
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Posted: 2/10/2013 7:15:01 PM
When I get good customer service, right then and there, I've been known to ask to speak to the manager. I always get a look. And then the manager comes up and I compliment the employee, and the manager (because I assume that it's because the manager runs a tight ship). I think it's important to compliment the employee in front of the employee, to the manager.

I worked as a grocery store cashier during college. I saw some crazy SH*T. People are INSANE. I knew what I was supposed to do at my job, and I did my best. That's now what I want when I'm the customer.

I drive past two other grocery stores to go to the one with the best customer service. The others are also cheaper. But on the very rare occasions I've been in those stores, I always am irritated when I leave. I don't want to feel that way when I spend my money, you know?

I totally GET what the OP is saying.


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expoedu1
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Posted: 2/10/2013 7:22:28 PM
FYI: There should be somewhere on your receipt for an online survey to fill out. I got a free 2 piece meal for completing it. I had almost the completely opposite experience you had--excellent service, busy store--and wanted to let them know. But, if you watch the Undercover Boss episode about Popeyes, you'll find that their customer service is highly variable. Our new store is excellent, but the previous store they had that has since closed was a complete nightmare to deal with. I waited for nearly 50 minutes in the drive thru one time, and there was this giant curb that kept me from just leaving entirely. Another time they were completely out of all of their mild chicken, which is basically half of their menu.

My understanding is that Popeye's does hand batter their chicken, and I know from one of my bad experiences that it takes about 20 minutes to make a batch of chicken.

Anyway, I do empathize with your situation. I live in an area where a lot of restaurants have a no return once touched rule because people eat 1/2 to all of a meal then complain, trying to get their money back. It's more common of a rule in our fast food restaurants. I've actually seen people try it. It's crazy what people will try to do for free food.

If the weather hadn't been so bad for you, I bet you would have gone back that night since the store is normally easily for you to get to. Could the nightmarish drive may also be impacting how you want to proceed? I'm sure that 20 minutes waiting for food then 40 minutes to get home probably made a bad situation feel much worse.

angievp
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Posted: 2/10/2013 8:28:23 PM
Calling corporate for 2 pieces of chicken? No way. Don't go there again if the cs is so crappy, but I wouldn't waste my time with this.

ladygarter1574
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Posted: 2/10/2013 8:58:09 PM
I'm with the ones for taking it up the ladder.

Let the district manager know the situation and tell them that while you know that mistakes happen, the critical issue became how the staff handled your concern afterwards.

I do work food service retail and I *get* it isn't necessarily the mistake that happened, it more about how it is handled afterwards: the real apology, the efforts to make it "right" either with new product or other compensation (refund, voucher, discount).

If the DM won't teach the store how to handle mistakes, the store will keep having issues and cost the company money.

Christina

kmk1112
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Posted: 2/10/2013 10:09:15 PM
Aside from the low value, I have decided life is too short to be upset about something like this. I just cross problem businesses off my list and don't do business with them again. I would have called when I realized the chicken was missing and if they didn't resolve, been done with them at that point.


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doesitmatter?
Ancient Ancestor of Pea

PeaNut 509,811
May 2011
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Posted: 2/10/2013 10:37:20 PM
This wouldn't even be a blip on my radar. Stuff happens, move on.


Child of God, follower of Jesus, and so thankful for His presence in my life <><

ScrapWench*
Seems a pity to miss such a good pudding.

PeaNut 247,139
February 2006
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Loc: Spokane, WA

Posted: 2/10/2013 10:57:05 PM
You were shorted 2 pieces of chicken, but did you find a big, gnarly hair in any of the others? Then, you would really have something to bitch about.

j/k I would send a email to the company, chances are you will recieve several free coupons.


----Theresa

scrapcreator
legend in my own mind

PeaNut 6,186
August 2000
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Posted: 2/10/2013 10:59:32 PM
Customer service is customer service. It shouldn't matter if it is for two pieces of chicken or dinner at a fine restaurant. It shouldn't matter if you are 13 or 93. Male or female.

It is how you are treated by a company. I choose not to spend my money where I am cheated or treated like crap. I think companies need to know why I'm not happy or why I'm not coming back.

I also think they deserve to know when they are doing a great job.

Jeanne




LunchBox
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PeaNut 47,228
August 2002
Posts: 9,909
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Loc: Australia

Posted: 2/11/2013 4:25:22 AM

On the other hand, a few years ago my son went to Red Rooster and found 2 chicken rolls missing from his order - at that time they were $5 each. I emailed and got a reply about week later. Very sorry, will send a voucher. It never arrived and the next couple of emails went unanswered. I sent a final message letting them know that none of my family would be buying from them again and that we'd make sure our friends new about the service we didn't get. That one went unanswered too, so they lost a few customers.
I am not surprised, I gave up on them long ago which is a real shame because their food is really yummy. They have the s l o w e s t staff on the planet with a care factor of zero. I think it's trained into them from day one.

OP, I would write a letter even if just to get it out of your system.

basketdiva
StuckOnPeas

PeaNut 187,030
January 2005
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Loc: Eastern Shores of Mobile Bay

Posted: 2/11/2013 8:54:04 AM
I apologize for my comments. I misread the two and three peices and number of orders.

*Delphinium Twinkle*
I'm just a pea:)

PeaNut 163,613
August 2004
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Loc: *Sunny Southern California*

Posted: 2/11/2013 10:22:57 AM
I think you should contact their corporate office and tell them what you told us


Bethie
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I-95
It's all just nonsense anyway!

PeaNut 97,456
July 2003
Posts: 20,385
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Loc: California, NY & Orlando

Posted: 2/11/2013 11:03:15 AM

Calling corporate for 2 pieces of chicken? No way. Don't go there again if the cs is so crappy, but I wouldn't waste my time with this.


In situations like this it's NEVER about the two pieces of chicken. It's about getting home and finding your order was wrong, which is a minor irritation, but it increases dramatically when they ask for your comments (the note printed on the receipt) and that doesn't result in a sincere apology. It goes from bad to worse when you actually take time to follow up and still get no satisfaction...and usually all most people want is an acknowledgement of the error and apology.

What a lot of companies don't seem to get, is if CS is handled well, you acknowledge your error, apologize, and make the situation right, you have a customer for life. Screw it up and your customer feels disregarded, will not only no longer patronize your business, but they'll tell all their friends too. Unless you don't give a crap about your customer base, no business can afford to do that, even Popeyes.

It is so NOT about two pieces of chicken, it's about decency and respect.

benem
I live for the applause applause applause...

PeaNut 526,154
October 2011
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Loc: Illinois

Posted: 2/11/2013 3:36:19 PM

You were shorted 2 pieces of chicken, but did you find a big, gnarly hair in any of the others? Then, you would really have something to bitch about.



ooooh GROOOOOSSSS!!! Now I never want chicken again!!! Thanks a lot LOL



benem
I live for the applause applause applause...

PeaNut 526,154
October 2011
Posts: 7,786
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Loc: Illinois

Posted: 2/11/2013 3:38:18 PM

In situations like this it's NEVER about the two pieces of chicken. It's about getting home and finding your order was wrong, which is a minor irritation, but it increases dramatically when they ask for your comments (the note printed on the receipt) and that doesn't result in a sincere apology. It goes from bad to worse when you actually take time to follow up and still get no satisfaction...and usually all most people want is an acknowledgement of the error and apology.


Thank you I-95, thanks for getting it.

Though in this case the missing chicken not only meant I didn't get any dinner that night, but it led to a huuuuuuge fight that I didn't post about. No one needs to know that story. By the time I went to bed I was seriously pissed.



benem
I live for the applause applause applause...

PeaNut 526,154
October 2011
Posts: 7,786
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Loc: Illinois

Posted: 2/11/2013 3:43:00 PM
Well just a post to say I really appreciated everybody's comments even the ones that didn't get why I'd be irritated. Helped me figure out in my own head why I was really mad, and if I should do anything further.

For the record - I think when I went to the manager and said, hey you charged me for THIS and then I didn't get what I paid for, the response should be, let me give you back the money for that. Minimum.

Anyway I did contact the company via their website (no need to escalate to a certified mail letter) and told the story.

And then I went to the Cheesecake Factory website and told them about their fantastic employee that I enjoyed dealing with. Just to even it all out.

In the end, I think customer service is important. If I didn't think that I would not have become a librarian, bc customer service is drilled into us.

2 pieces of chicken = not that big a deal
bad customer service = big deal
bad or no response by two "managers" when told of a mistake = bigger deal

Thanks for the insight, peas!



meshelley
PeaFixture

PeaNut 431,262
July 2009
Posts: 3,905
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Posted: 2/11/2013 3:52:48 PM

I think I would still pursue it of I was you. It may only be a small value but it's the principle, especially now they have demonstrated they really don't care about repeat business!


I agree with this.

I think customer service, in general, just keeps getting worse and worse. I really believe that we will see less customer service until society in general insists that it gets better. It's just easier for companies to put less focus on customer service, and they are still making lots of profit. Yes, calling / going back to to the restaunt / emailing corporate is a lot of work for something of small value, but if we (as in our society) decide that it's too much work and we just take it, service is never going to get better. To see better customer service on a large scale we have to demand it on the small scale.

bahama97
BucketHead

PeaNut 21,938
September 2001
Posts: 759
Layouts: 0
Loc: Eastern NC

Posted: 2/11/2013 3:53:01 PM
I agree...it's not just about 2 pieces of chicken. I would take it on up the ladder.


~G~


shannoninkc
PeaAddict

PeaNut 304,038
March 2007
Posts: 1,725
Layouts: 0
Loc: Where you vacation.

Posted: 2/11/2013 3:58:59 PM
I'm a big fan of cs. I completely agree with 95. I posted a bit ago about a cs issue at chickfila. The short of it was that I went up for a refill of my drink and they said no. The fountain was broke and they had cans and they would not refill it. Well, to me, if that is something you offer all the time, you need to just suck it up and deal with the loss they may encounter. It irritated me. So, I did complain online. And CFA took me seriously, and sent me a coupon for fries and a drink. No big deal to them, huge deal for me. Cause it reminds me that they care about their customers, and I will go there more often. And I've gushed about how good they handled the complaint. Win for both of us. Had I been told, "lady it's a refill, screw you" I would have never gone back to CFA again. I was the customer, I was right...even if they thought I wasn't.
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