My complaint:
Dear Sir or Madam,
I refer to my recent experience at your Burger King at Bristol Mall with my family. We were on a four-night break staying at Bath Mill Retreat and decided to spend the day in Bristol.
We came in at approximately 10:45 for a meal together. I was told by Emma that I couldn’t retrieve an offer from the app at the till and to go to the self-service. This was a first for me coming from Birmingham where I’ve been able to do this before.
Despite having challenges doing my order on the kiosk, Emma made no effort to assist and just kept saying that it should work. Again, a first because every time that I’ve eaten at a Burger King, the staff have been extremely helpful.
When the food came (order 73- no print out receipt was issued at the kiosk as the printer wasn’t working), the fries with peppercorn and bacon were cold.
My husband took the fries back to get a replacement and was told by Emma that he could not and told him that she was the manager.
It was at this point I went back to deal with the situation and was told by Emma that it was the toppings that had made the fries cold and I would have to be charged to replace the fries.
I refused to do this and told Emma me I wouldn’t get a replacement. She was not happy about this and on addressing Emma about her appalling attitude and not being happy about the situation, she said ‘No customer is these days’.
I basically said, maybe it is about how staff are treating customers, especially from how I had observed her behaviour. It was at this point I became really annoyed about what she said and her poor customer service.
Another colleague then came over with an energy drink in her hand to see what was unfolding. This, again, was horrifying to see as well and I basically explained myself and left with the replacement fries.
I’ve never seen such behaviour and conduct in any Burger King branch!
The customer service was appalling and Emma, as the manager, shockingly didn’t lead by example.
I would like to bring this matter to your attention so that this never happens again to other customers. I certainly will not be visiting again or recommending anyone either.
I look forward to hearing how you will deal with this complaint and the outcome.
Yours faithfully,
Sylvia Johnson-Davis
Suggested solution:
A letter of apology and improve customer training for staff. A voucher would be reasonable too.
