Extremely disappointing/aggressive experience from start to finish. I was attacked and left without the food I paid for.
I went through the drive-thru & received an order containing one bag and one box full of food. Nothing was labeled, so I asked the employee who handed me the food if he could tell me what was what as I ordered a luxe box and 4 individual items. He said the only solution was to take the food back, open everything, and go through it. I explained that I was not comfortable with anyone opening and handling my food, especially since he was not wearing gloves. I asked if there was another way to identify the items, but he repeatedly said this was the only solution and eventually said, “What more do you want?” I asked if they could remake the food instead, and he told me I needed to get out of the drive-thru.
I asked if he was the manager, and he identified himself as Bobby. I explained that I had given birth just a few days ago and recently had a C-section, so I was physically unable to walk inside. He still told me I needed to leave the drive-thru and come inside if I wanted the food remade. Eventually, he said he would bring it out if I parked.
While I was still at the drive-thru, I could hear employees inside discussing me. Two young women, one of whom I believe was named Gabby, were saying things like, “She is doing way too much” and “Why is she still here?” Bobby then came back to the window and told me I needed to get out of his line.
I ultimately went inside because I no longer felt comfortable trusting them to remake my food without me seeing it. When I got inside, the employees were still talking about me. I asked Bobby about allowing employees to openly discuss and belittle a customer within earshot. The interaction felt extremely hostile and I felt verbally attacked by the manager and employees.
Unfortunately, it got even worse after I got home. I discovered that MORE THAN HALF of the items I paid for were missing. The items I did receive also had my notes/instructions completely ignored. My original concern about my order being handled correctly was unfortunately justified.
I called the store and was told to request a refund through the mobile app. When I tried, there was no option to request a refund. I called back, and the new manager on shift refused to give me his name, told me to request a refund, and then hung up on me.
Bobby also could not provide me with the General Manager’s or corporate contact information. I was only given a receipt with a survey.
I have a newborn at home, have barely been sleeping, and am only days out from major surgery. I did not expect special treatment. I expected basic courtesy, professionalism, accurate fulfillment of an order I paid for, and reasonable food-handling practices.
Instead, I was disrespected, openly discussed and belittled by employees, confronted by management, told to leave the drive-thru despite explaining that I had just had a C-section, and ultimately went home with more than half of my paid order missing and my requested modifications ignored. When I tried to resolve the issue, I was dismissed and hung up on.
After this experience, I do not feel comfortable ordering from this location again. This was completely unacceptable, and I hope corporate/ownership reviews what happened and addresses both the treatment of customers and the serious order-fulfillment issues at this location.