Dear Burger King,
Although I believe that my drive-thru experience at 0804 today was not an overall reflection of your abilities, there is definitely opportunity for improvement. At this location, BK #9310, I have usually received satisfactory service. Some drive-thru employees are better than others with their manner but today the employee was very rude.
I understand having a need for urgency; however, there was no car in front of me nor behind me. After I was greeted at the drive-thru, I went to place my order first stating that I had a coupon. The employee cut me off and proceeded to ask for the coupon code. He then asked me what I wanted to drink. I upgraded to an orange juice from the coffee on the coupon.
After completing my order I drove around to the second window and paid for my order. The employee asked if I wanted ketchup and I said no. He gave me the orange juice box and the meal in the brown burger king bag and said "have a nice day".
To the average observer this seems like a satisfactory interaction; however, there is more than meets the eye. #1- This is my biggest upset from this transaction. The employee cut me off and did not give me the opportunity to place the order as I wanted. He did not read back my order to ensure that the coupon code that I gave him was for the meal I wanted and he assumed that I wanted a croissan'wich with sausage, egg and cheese when I actually wanted the bacon, egg and cheese option. Yes, that was an option on the coupon. #2- The employee did not provide me with a receipt after the transaction. I had to ask him for a receipt. I understand this is not as much a faux pas as it has been in the past but, in my opinion, a receipt should be provided to every customer. The benefits are being able to take the survey, reviewing the order on print, proof of order, etc.. and #3- I don't believe Burger King provides burgers and fries for breakfast so unless someone specially ordered fries for a breakfast meal, the fries that were mixed in with my hash browns is unacceptable. Not only were the hash browns old, lukewarm and not a very good quality but there were fries mixed among them that leads me to believe that the fries were left over from a previous night meal and/or the fyer was not cleaned. Either way it's disgusting.
Lastly, as I stated at the beginning, I do not believe this was an accurate representation of what Burger King has to offer. However, as a major conglomerate in competition with McDonald's, customer service, food quality and accuracy should be important, not just speed.
I encourage this to be an opportunity for growth. I am only one customer but there may be others with similar experiences as mine who didn't feel the need to provide feedback. I generally do not provide feedback for normal blunders and mistakes, especially if the customer service is outstanding but this rude employee irked me to the point that I am here I am writing a 10 minute response to survey feedback. Thank you for the opportunity to provide my feedback. read more