My complaint:
Date of visit: 11302020
Time of visit: 6:35 PM
Receipt : 47
Location: Plaza Don Quichotte, Ile Perrot (QC
)
Yesterday, I had placed my order through the BonApp and also made payment through the app. The reason I did so was to save time and not have to wait at the location to place the order and await the preparation of the food. When I arrived at 6:35 PM (order was requested do be ready for 6:30 PM) at the location, I noticed several people in line so I decided to ask the staff behind the counter whether I can pick up my online order, as I noticed it was bagged and ready on the counter (and already paid for). Instead of allowing me to take my prepared order and leave, I was rudely told by the man cooking at the grill can’t you see people are waiting in line, you need to wait like everyone else. So, I was made to wait at the back of the line while other customers placed their orders and waited for their meals to be cooked upon order rather than taking my order and leaving since it was already paid for. What is the point of placing the order online, paying for it and picking it up when it’s ready if I need to wait in line behind others who have not even ordered yet??? Not only was I treated poorly by the staff simple for asking a question about my online order, but when I got home and checked my order, I noticed one of the meals was prepared incorrectly (with beef instead of chicken). What a poor overall experience. I will never visit this location again. You need to train your staff to act professionally and treat customers with respect. You also need to train them on the concept of online ordering, as there should be a separate line for those who are simply arriving to pick up an online order which is already paid for.
Terrible experience.
Suggested solution:
An apology and training for their staff!
