I normally don't complain about a little bit of crap service here and there. For example, yesterday, I bought tea from Tim Hortons and made a pleasant phone call:
Me: Hi there I just came through the drive through about fifteen minutes ago and my tea bag was broken leaking leaves into the cup.
Tims rep: I'm so sorry, we'll try to fix that right away can I take your name and when you get a chance you can come in for a free replacement?
That's how it should be. A standard apology, a solution and we close the case. Like a pro, this girl handled it. Guaranteed she wasn't management either. I dealt with a frontline worker to get my problem solved and I didn't have to get angry and we were both very polite. Done no big deal.
Just over a week ago I went to McDonalds for breakfast as I had been exhausted from going back and forth to the hospital for a friend and didn't want to make breakfast. I ordered for Ken, four kids and me. That's a decent sized order. I payed at one window waited an eternity to get to the next and then got my order. The bag seemed small so I asked "Is that everything?" She confirmed that yes it was and that she threw some jam in as well for the biscuits.
Awesome, time to go home and feast on pancakes and biscuits...yum. I get home and my suspicions of the light bag were confirmed. Only two pancakes were in the bag. WHAT!??? More than half my order is missing. I phone in as follows:
Me: Hi I just came through the drivethrough and more than half my order is missing after I confirmed that it was all there.
Male: Ok just come in and get the rest.
I hang up phone and I'm a little ticked off. Now I get to explain to my kids they don't get to eat breakfast right away. Go back to McDonalds and walk into the store. Thank God there's only two people ahead of me. Nope that doesn't make a difference I wait 20 effin minutes for two people. I watched these orders, they weren't big! Finally I get in line and hand the girl my receipt and explain what happened and ask politely if I can get it fixed. After explaining to her about three times she finally understands what's missing. I wait....and wait....and wait.
half an hour later
I look at the girl when no one is there and finally lose my temper a bit
"Is this being taken care of because my kids are waiting at home and my patience is wearing very thin?"
about five minutes later some guy drops a bag on the counter and says
"have a nice day." and walks away
Are you serious? No apology anywhere? The manager watched the entire thing happen! This location is notorious for their HORRIBLE service, but this was the worst I'd ever received. I almost wanted to cry, but instead I checked the bag for everything and then drove off and went home to complain to corporate.
Made that phone call and told the woman the entire story. She was absolutely friendly and filed the report as asked and said that I would hear back from...get this....The store manager within 72 hours. Well, more than a week has passed and not a single F&*# was given. I called back and the same woman filed ANOTHER report.
I refuse to return to McDonalds until I receive an apology at the very least. I'm not asking for free food, because I don't want a reason to have to go back there. I want a freaking apology. That's it. I don't care if it's hokey or corny or even fake. Just say SORRY! Jerks...