My complaint:
Yesterday, my college daughter ordered the kale lemon salad w chicken added, medium Hi-C, and a small fruit bowl. The young lady took her order asked for her card. She swiped the card and said it’s not reading, so please pull around and give your card to the next lady. We pulled up and gave her the card. She said it’s not reading here either so please pull up to the drive-thru window and ask to speak to the manager. By this time, my daughter’s card was charged twice, and still no food. The manager said the payment didn’t go through and I kept telling her that it did and showed her the bank account showing it did. I had to pull my car over and get out to speak with the asst manager. She is telling me the order was canceled and that it will take 8-10 days for the money to show up. I said clearly you are not listening to anything we are saying. My daughter’s card was charged twice and you are refusing to give her a refund for her food. We went through this for 30 minutes. It was very evident that the asst manager did not want to believe anything we were saying even after showing her that we were charged twice. Finally, she decided to give my daughter her food. This is something I expect from a Wendy’s or Mc Donald’s, not Chick Fil A.
Suggested solution:
The upper-level management needs to be trained on interpersonal skills. Learn how to listen to the customer, but also look for an immediate resolution.
