Horrible customer service experience. Came home and opened my big double burger cookout tray with sides (nuggets and fries.... proceeded to dip a nugget in honey mustard and just so happened to flip it over and there's a whole BUG/Roach whatever... it had wings! Fried hard into the nugget... so bet, I'll just take it back and give them the opportunity to correct it by refunding my money and giving a compensated meal I can use at another cookout (cause trust they weren't about to wash their utensils and sure enough they didn't). After sitting in the drive thru (wait time 8-10 mins) they tell me to come to the window I wait again for others (which is cool) I finally get to the window and explain and she takes the food, and offers a half-hearted apology. I can see the "assumed manager" look and I just ask for a refund (lost appetite and y'all ain't a single spatula)... I can already feel his spirit was about to act a donkey so I just chill and wait (optimism) and he sends a message via the window servicer, that he can only refund and there's no Comp that could be provided, so I ask to speak with him directly. This dude continues making food, I can see the annoyance on his face (cool it's stressful in fast food I get it but please at least come and address the problem). The girl at the window tells me she doesn't know how to do refunds, but she needs to close her window so I step to the side. A WHOLE NOTHA 10 mins later.... no manager, no refund, nothing else. So boom I call corporate, who explained they can't comp a meal per policy (and I respect that) but I'm like... that's cool but I've been standing here for over now (15 mins) with no refund and nobody seemed to actually care... corporate offers to call to see what's taking so long so I give up the location (gah I hated to do it but I felt like the manager was now playing with my time)... hang up, the call from corporate comes through to the store, I can view the guy through the window take his gloves off, run to the back and I assume he had the conversation. So dude (manager) hangs up, walks back to the prep counter, looks me dead in my eye and proceeded to put his gloves back on (NOT NARY HAND-WASHED!) and goes back to fixing orders. So now I gotta get out of character as I stood there for another 4-5 mins so I kindly tapped on the window and she tells me again "oh he's coming" nahhh we passed that now! I've stood here way to long, it's cold out here, you've served several and I do mean SEVERAL ppl by this point, I need my refund so I can just go! Window closes and all of a sudden she comes back and ask me how much was the meal. I tell her (should of told her more but ya know... karma) I see someone simply go into the register hand her the cash and she then gives it to me... soooo like you could of done this a good bit ago! Unprofessional, no hand washing, no mask no hairnets like y'all out here just in the raw! Wrapping up, Just check your food before you put it to your mouth and don't expect much customer service if there's indeed a problem. And corporate ( was an absolute joke!) just as there manger this night! Useless read more