Burger King Complaint - Improper Food Handling and Bad Service
PARK RIDGE, ILLINOIS -- Let's start with my wanting to advise BK of terrible customer service I received this afternoon, Saturday, 08/20/05 from their 556 Busse Hwy., Park Ridge, Illinois store. This being 2005, one would assume a customer could go to a website and submit an email from the Contact Us link. What you will find is the statement "Communication with Burger King Corporation is not accepted via e-mail." Hmmm, why is that? Is it possible they couldn't keep up with the complaints?
This afternoon I went through the drive thru and ordered 1 angus burger and 1 angus burger with ketchup and mayo instead of the bbq sauce. It wasn't bad enough I had to repeat myself no less than 5 times. It wasn't bad enough that when we got to a nearby picnic table and I opened my sandwich it had ketchup and mayo alright, but no lettuce, tomato or onion. Again, I said ketchup and mayo instead of bbq sauce. No, this wasn't bad enough (I'm used to never getting exactly what I ordered at BK). I drive back to the BK and, because the drive thru is backed up with 5 cars I park and go in with the sandwich. I ask for the manager, and she saunters overa middle aged stocky woman with short blondesh hair - I add this because I want you to know I talked to the manager. I explain my order. With her bare hands (which she had been changing money with), she takes the top bun off, stares at the sandwich and goes "so you want lettuce, tomato and onion on this?". I say yes, thinking she surely is going to have them make me a fresh sandwich since by now it's almost 15 minutes since I left the drive thru. But no, she hands the sandwich over to the girl behind the preparation counter and says "here, put lettuce, tomato and onion on this". The girl takes the sandwich with her bare hands and continues to stick her bare hands in the metal lettuce, tomato and onion containers, putting each on the sandwich. She wraps it in the wrapper I brought it in in, hands it back to the manager who handed it back to me without a word. As I walked out the door I realized who ridiculous this was, the sandwich going from the original person’s hands, to my hands, to the manager’s hands, the girl who put the condiments on, back to the manager and then to me again. After walking out the door I was so aggravated I walked back in and put the sandwich on the counter and said they could keep it, I was going to contact the main office - only to find out they don't want to hear from customers. What a way to promote their high end sandwich. I didn't even bother to get my money back.
What the manager should have said was "I'm sorry about that, let us make you a fresh, hot sandwich." Mind you, I hadn't taken a bite.
One question remains, aren't food handlers supposed to be wearing gloves when they are making sandwiches and each one is putting their hands in the condiment trays? Not one worker was wearing gloves at this location - yuck!!!
Would BK executives have eaten this sandwich handled by the grubby hands of so many of your employees? Is this how your managers are trained to handle this type of situation?
I have contacted numerous people including Chet England (email@example.com), Director or Product Safety and Regulatory Compliance, Rob Doughty, firstname.lastname@example.org, email@example.com, firstname.lastname@example.org, and Pete Pepoff, RPEPOFF@WHOPPER.COM. Not one single response.
It's interesting that the Better Business Bureau site (http://www.bbbsoutheastflorida.org/nis/newsearch2.asp?ID=1&strBCode=06330000&ComID=0633000011003365) indicates:
Based on BBB files this company has an unsatisfactory record.
Specifically our files show a pattern of failure to eliminate basic cause of complaints and a pattern of no response to customer complaints brought to its attention by the Bureau.
Furthermore, it's interesting that McDonald's gives an email contact and a toll free customer service number. http://www.mcdonalds.com/contact/contact_us.html