JV
Jessy Valdez
Jun 1, 2026
I've revised it with the additional details and made it sound professional while still clearly conveying your frustration and the sequence of events.
I am writing to report an extremely disappointing experience I had at your drive-through on the evening of June 1.
At approximately 8:35 PM, I ordered three vanilla cones for my children and a blackberry refresher for myself. At the first window, the employee took my payment and immediately told me, "Okay, thank you, have a good day." Based on that interaction, I reasonably believed my payment had been processed successfully, so I proceeded to the second window.
When I arrived at the second window, an employee wearing glasses attempted to hand me two Blizzards. I immediately informed her that those items were not my order. She checked the screen and read back my actual order: three vanilla cones and a blackberry refresher. I confirmed that was correct.
She then spoke with another employee, a shorter girl Asked To see my Amor 🫶🏼 that I was not given. That’s why she went to the front window to verify the order. When she returned, she informed me loudly at the window that my card payment hadn’t gone through. I explained that the employee at the first window had already accepted my payment and told me to proceed, which is why I had come to the second window. To avoid any further issues, I immediately handed over a $50 bill to pay for the order.
After taking my cash and returning from the front, the employee handed me two cones, then my change, and then a third cone. She then handed me a strawberry refresher. Once again, I had to correct the order and explain that I had ordered a blackberry refresher, not a strawberry refresher. I politely handed the drink back so it could be corrected.
At that point, it became very clear that the employees were annoyed that I had identified another mistake with my order. There were four employees gathered near the drive-through window, and they began talking among themselves in a way that was clearly disrespectful and unprofessional. Their body language, facial expressions, and comments made it obvious that they were frustrated with me for expecting my order to be correct, despite the fact that every issue throughout the transaction originated from mistakes made by the staff.
After the blackberry refresher was finally prepared, the window was closed while the employees continued talking among themselves. When my drink was eventually handed to me, I was met with a hostile stare and was made to feel unwelcome as I drove away.
I understand that mistakes happen, especially during busy shifts. However, what made this experience unacceptable was not the mistakes themselves—it was the attitude and treatment I received when I politely pointed them out. At no point did anyone apologize for handing me the wrong order, the confusion regarding my payment, or giving me the wrong drink. Instead, I was treated as though I was the problem for expecting the order I had paid for.
This was some of the worst customer service I have experienced, and I hope management addresses the behavior displayed by the employees working that shift. Customers should not be made to feel disrespected simply for asking for the Order that made paid for.