Appalling Customer Service and Management
MILRORD, OHIO -- I am a very reasonable person. I am aware that customer service employees are very rarely paid what they are worth in terms of the effort they put into and the abuse to which they may be subjected during their employment. I am also aware that one should not expect gourmet cuisine and extensive personal service when patronizing a quick-service restaurant. However, I do not think it is asking so terribly much that persons working in a purportedly customer-focused industry be expected to at least feign the appearance of being competent and considerate. Sadly, at the Milford OH Burger King, almost no employees are capable of displaying competence or consideration to even the most rudimentary degree; I am certain that, however paltry their compensation may be, it far exceeds their merits.
I attempted to use the Milford OH Burger King's drive-through to obtain breakfast combos for my husband and myself this morning. I placed my order at 0812 and, after paying, was asked by the drive-through attendant to pull to the front of the restaurant where my order would be delivered when ready. I waited in front of the restaurant for 10 minutes, during which time I noted several cars exiting the drive-through with completed orders, as well as six or seven parties obtaining orders from the front counter. Understandably frustrated after a 10 minute wait for "fast food," I entered the restaurant to check on the status of my order.
After the cashier's perfunctory, barely intelligible "Can I help you," I inquired as to when I might expect my order to be ready. The cashier directed this question to the clearly overtaxed drive-through attendant, who stated that "we're waiting for hash browns." I asked if perhaps, since I had been waiting for more than 10 minutes for 2 small hash browns, my order could be completed with the next batch of hash browns, as I had witnessed more than twenty transactions during my 10 minute wait time and I was fairly certain that some of those orders had included hash browns (as they were clearly visible on the trays of patrons choosing to dine in). The drive-through attendant said, "None of those people had hash browns." I replied that this would not seem to be the case, as several parties had either driven away or sat down with their full orders, some of which had visibly involved hash browns. The drive-through attendant said, "Then they must've all ordered before you," to which I replied "Really?!"
At this point, a young female shouted from the kitchen area, "Is there a problem?" I calmly stated that I had been waiting nearly 15 minutes for two meals, and that I simply wanted to obtain my completed order and leave. This young woman then stated, "Look, ma'am. Here's how it works. I have to go in the back to the freezer and get the hash browns, and then I have to cook 'em. Everybody who you said already got them was here before you. Okay?" This statement was delivered in such a nasty, snide, and sarcastic manner that my only rational response was, "May I please speak to your manager?", to which this individual replied, "I am the manager. Assistant manager." I asked if her general or district manager were available, or if I could please obtain their contact information, and she fired back, "My GM's right back there, you want to talk to 'er?" After my assent, she yelled, "Hey, Kelly! This NICE LADY at the front wants to talk to ya!", then turned away from me and began to mimic me and comment about me to one of her coworkers.
The general manager approached me immediately and inquired about my concerns. After listening, she stated that she had only been managing the Milford OH Burger King for two weeks, and there were many issues about which she was concerned regarding personnel, but she couldn't address them overnight. I greatly appreciated her candor and respectful, appropriate demeanor. I made extremely clear to her that the behaviors exhibited by her assistant manager were grossly inappropriate for a customer service environment, the most troubling being the fact that she was literally speaking disrespectfully and derisively about me to her coworkers within clear sight of myself, her general manager, and the other customers. After some assurances on Kelly's part that the problems I described were clear to her and were being addressed, the front cashier had assembled my order. Before departing, I thanked the manager for her time and inquired after the identity of the extremely rude, unprofessional, and immature "assistant manager," and found that her name is Ashley.
I called Burger King's corporate Consumer Relations line immediately upon returning home and filed a complaint about this incident and, specifically, Ashley the Assistant Manager. After I speak with the owner of the Milford OH Burger King store later today, I believe Ashley may find herself job hunting, and it is my sincere hope that this young female does not seek further employment in any customer-focused environment, as it is not a career for which she is well-equipped.
I will certainly not be returning to the Milford OH Burger King until I have received assurances from both the store's owner and the corporate consumer relations staff that, in the future, suchlike behavior will not be tolerated by any of the store's employees, let alone someone in management.