October, 5th, 2022

Dear Madam/Sir

I would like to begin this letter by making it clear that this is the first time I have written to a company with a complaint. On 10/01/2022 at 1:44 PM, I visited this location with my brother. I was wearing leopard gray sweats and my brother a black hat. My order locator was #12 and my order was 74. My brother ordered a bacon QPC MI Lrg and an Lrg coke.
I waited a long time at the cashier because I wanted to pay for my order. Everybody working from the back did not want to make eye contact or acknowledge me. A few staff members were passing by without acknowledging me, so I decided to call someone that was working in the drive-through. I expressed my concerns about nobody caring to acknowledge me. The Hispanic girl named “Mary ” working at the drive-through around the time that I was at the location, answered: ” If you are not satisfied with the service in this location, you can go to someone else”. I said to Mary: “you can’t mistreat customers the way you do and in my opinion, you need to do some customer service training”. I asked to see the manager on duty. There was no manager on duty that day. She went to the back and started laughing with the rest of the staff about what happened. I know her name is not Mary, but why does the employee not have a name tag? I know when people do not carry name tags, they can get away with being rude to customers because they know they won’t get in trouble. I believe that name badges help your customers to find and identify your staff. Since the manager was not available, another girl, a little heavy set with a black hoodie came and told me that she was the co-manager at the location. This co-manager was laughing in the back with the rest of the staff members. My answer was ” Sorry, but I do not want to speak to you, I would like to speak to the store manager”. She rolled her eyes twice to me. Do you think I really want to talk to a co-manager who rolls her eyes at a customer? Moreover, one of the staff put my food order on the counter and did not advise me that my order was ready, so I kept waiting for my order.
I was wondering if this location has any expectations or policies that will put a worker on notice for such behaviour. Behaviours like this can impact your business because this is serious misconduct in the workplace. In addition, name tags with the employee’s name imprinted on them allow customers to identify the staff who have given exceptional services to the customer. Name tags increase employee accountability and professionalism. It is frustrating to hear a customer complain about a bad service or rude treatment and the employer is not able to identify who is responsible. My next question is if this location has an employee handbook that may set out policies for standards of behaviours and conduct expected from an employee. I believe this location has a lack of training and this can be managed by implementing consistent and ongoing customer service training. In my opinion, this was a serious offence because my husband and I have been business owners for 50 years, and I do not allow my employees to disrespect my customers in any way. I hope this complaint gets resolved to avoid any further customer mistreatment and verbal abuse. I felt so invalidated and disrespected by this employee.

Best regards,

EF