We placed an order via the app. It updated shortly after stating that it was being prepped. After waiting 40 minutes I sent my husband to get our order. Upon arrival, the small parking lot and drive thru was completely packed. So after waiting ten more minutes inside to get to the counter a girl (in the attached photo) informed him that they had no order from us and that there was nothing ready for us. After verifying my bank, the amount was already pending and I also took pictures of the tracker app and my order number to send to my husband for verification. After further review the girl who refused to give her name said that they found the order and was refunding the money instead of making our order. The receipt that she handed my husband was not correct or my name so he went to explain and she snatched it out of his hands and went to being very rude and aggressive. At this point I’m on the phone with my husband during this process and I’m heading all of the rude, unprofessional comments from this girl scout something we had no knowledge of and had waited almost an hour to find out about. I finally just told my husband to walk away and we spotless handle the refund if it didn’t happen. As a customer service manager, I would never do or say the things that that I heard her do and say to my husband. This is not the first time that they have claimed to not have received my order via the app. Something needs to be done asap!
Reprimand this girl. Retrain your staff. Have staff contact customers. Make the orders. Offer a refund or free upgrade. Something must be done because this location has been going downhill for a few years now.