Hardees Complaint - Stay Away - Poor Customer Service @ Hardees Drive Thru
GRAFTON, NORTH DAKOTA -- This letter is in regard to the poor level of service I received at the Hardees Restaurant in Grafton, ND on the afternoon of October 05, 2007.
I entered the drive thru and placed an order for a single combo-meal. I was the second car in the lane. The vehicle I was driving has a large digital clock so the time was readily apparent throughout. I sat behind the other vehicle for a considerible period of time. After waiting for the staff to hand the person their food to the person in front of me I watched as that vehicle sat in the drive thru for another several minutes and talked with the restaurant staff. When I got to the window I inquired as to the wait. Their answer was that the previous customer had placed a large order and they only had one cook on duty. I asked why they didn’t have the person pull forward and why the continued delay even after they’d delivered the product. Their answer was they didn’t have enough help to get it done sooner. Neither the person at the window or the manager offered an apology for the wait. Both were non responsive and neither offered any explanation for why the pickup sat there for the additional time and didn’t receive any other items. I got an impression that I should have waited patiently no matter how long it took. Because of the extended length of time and rational offered by the Hardees staff and management I left the restaurant without the food. Opting to go somewhere else.
I am trying to support a local entity and have returned to the restaurant in the past even though the establishment has been dirty and unkempt; many of the staff are often rude and/or non-responsive; and service is routinely slow. Additionally, I understand teen culture, but perhaps your staff could tuck their shirts in, turn their side-turned caps forward, and learn to take a customers order in a timely manner rather than talking on their cell phones or with another group in the corner. I’m wondering how often an organization can regularly offer such sub-standard service and expect persons to return.
As a manager of a business in the same community I am sympathetic to those serving the public. It is not always easy. I understand the intricacies associated with customer service and appreciate the difficulty putting out a good product. I am empathetic with their plight, but what your staff offered was awful service and in the restaurant industry I’d assume that’s bad for business.
I have the opportunity to promote your business routinely when we bring groups in for in-services, training, and other related forums. I cannot in good conscience recommend to any of these individuals that they go to Hardees in Grafton for anything because it’s likely they will similarly get bad service. Nor can I suggest to any of our staff, volunteers, or affiliated agencies we work with to go to Hardees. Rather I’m inclined to share my experiences regarding the shoddy service and recommend that they go somewhere else.
I have never written a letter in response to such an incident, but was compelled to do such because of your staff’s antipathy and the substandard service received at the Hardees in Grafton, ND.