This review is based on multiple visits, not one isolated bad experience. At this point, the repeated issues with food quality, missing paid items, refunds, coupons, and unclear pricing have made me lose trust in this location.
On one visit, I was given a moldy apple. When I asked for a refund, I was told they could not refund me and could only offer a free cookie or item for a future visit. I was later sent an email from a manager that was supposedly meant to make up for the issue, but when I tried to use it at the store, it was not honored. So I paid for food that was moldy, was denied a refund, and the replacement I was offered ultimately did me no good.
I've also had cookies missing from my orders on multiple occasions. The frustrating part is that no one told me the item was unavailable when I ordered or when I picked up my food. I had already paid for it, drove away believing my order was complete, and then had to turn around and drive back. Only after returning was I told, "Sorry, we didn't have it." I wasn't automatically refunded, offered a substitute before leaving, or even informed that something I paid for wasn't in the bag. This has happened more than once, costing me additional time and gas because the store failed to communicate that a paid item was unavailable.
I've also had coupons that I applied to orders not be accepted as expected, and the online ordering system makes it unnecessarily difficult to verify what you're actually being charged. Receipts are not clearly itemized with the individual prices I paid for each item, which makes it difficult to check the total. I've even built an order online and then placed the same order through the drive-thru so I could be very specific about what I wanted, only to get a different price without a clear breakdown explaining why.
Any one of these things could be a mistake. But after multiple experiences involving missing paid items, no automatic refunds, coupons not being honored as expected, unclear pricing, and even receiving moldy food, it no longer feels like an occasional mistake.
If an item is unavailable, customers should be told before they leave and should not be charged for something they didn't receive. If a customer is given spoiled food, they should be able to receive a refund. And customers should be able to clearly see what each item costs and understand exactly what they're being charged for.
After dealing with these issues repeatedly, I don't feel confident that I'm receiving everything I paid for or being charged accurately. I strongly recommend checking your entire order and your total before leaving this location.