My complaint:
I visited the Bath Southgate branch last night 28th Dec, at around 8.30pm.
I often use this outlet and am normally satisfied but last night was a travesty.
I ordered using the screens; large Big Mac meal, customising he burger to remove the cheese but add bacon. I am very allergic to dairy and am always so pleased that the service allows me to enjoy the burger without cheese.
The order came and I stepped outside, opened up the burger box to take a bite and luckily noted that it contained cheese… and no bacon.
I stepped back into the store to tell a staff member, I had to explain several times as they simply didn’t understand why I didn’t want cheese. They went to speak to the manager who’s response was ‘he just wants lettuce then!’ And threw the burger in the trash.
I caught his attention and said if paid for bacon. He replied ‘ok, so you want everything but without and added bacon?’ Great I thought, we’ve got it and thanked him.
It must be said his manner was surly at best but I understand the pressures of the consumer environment as a Customer Service Manager myself.
A new burger was added to my bag and I opened it at the desk to check… cheese, again!
I informed the staff member who went to tell the manager, the response, which the whole restaurant would have heard was ‘FOR FUCK SAKE!’
I do not appreciate being made to feel like this was my error or the language used.
Another burger was delivered, I didn’t see the manager again but this time the order was correct andI so I left.
My issues continued however.
The fries were in a large container but only half full and were now stone cold!
I also hadn’t seen the second burger disposed of and felt very nervous about eating the new one so didn’t.
The whole experience has left me thinking twice about using this outlet in the future abs I would like an apology and a refund please.
Thank you.
Suggested solution:
Apology and refund
