My complaint:
Please discuss this matter with the manager regarding a highly unpleasant encounter with a staff member. The issue arose when, upon realizing an item from my order was missing after returning home, I went back to the location to have it corrected. Without any initial confrontation from my side, I was met with hostility right from the start. The staff member in question did not allow me to explain the situation before responding with aggression.
I had originally placed a drive-through order for my family, totaling $50.37, only to discover at home that an item was missing. Despite the inconvenience, I returned with the intention of resolving the matter calmly, bringing back part of my order that had gone cold due to the mishap. Unfortunately, the staff member’s reaction was far from professional, escalating the situation unnecessarily.
The encounter escalated quickly, with the staff member raising their voice and refusing to acknowledge the mistake or provide a reasonable solution. Their behavior was not only confrontational but also made me feel unsafe, leading me to request a simple refund for the items brought back.
This experience was further complicated when attempting to communicate the issue to the manager. Despite the manager acknowledging the mistake and agreeing to rectify the situation, the staff member continued to argue, creating a highly stressful and unwelcoming environment.
This incident has deeply affected my perception of Carl’s Jr., a brand I have long patronized. The lack of professionalism and customer service displayed has discouraged me from returning in the future. I am compelled to share this experience to advocate for myself and others who might feel marginalized or mistreated under similar circumstances.
Suggested solution:
Fire the employee and make the restaurant a safe place to revisit. Prevent future issues. Provide social and customer service training and skills. Ensure the order is correct before it is received by the customer. Provide me with some sort of solace that my voice counts and I have been heard and taken seriously. Assure me it was worth the time and effort of sharing this experience I should have never endured, in effort to provide a better experience for customers.
