Carl’s Jr No Star: Poor Customer Service
Posted: 2013-02-05. Categories: Food, Hospitality Industry

Customer service has always been a pet peeve of mine. So, when Albert, the manager of Carl’s Jr. not only treated me poorly but in fact banned me from the restaurant for daring to complain, I felt it was my duty to let you know. No one should be treated in such a fashion.

Western Bacon Cheeseburger @ Carl's Junior - G...

Western Bacon Cheeseburger

I guess I should start at the beginning. When the hubby and I stopped in at Carl’s Jr. on Saturday the 26th we ordered four Western Bacon Cheeseburgers and went home (15 miles) to eat with our son. They forgot the sauce and the burgers were absolutely horrible – we ended up throwing most of them out. I called them within a few minutes of discovering the problem and told them about it, “No, problem. Sorry about that, just come in, give your name and we’ll replace them.” Just like that. I only wish it had been that easy.

When we went in and talked to the manager, Albert, of the Sonora Carl’s Jr. restaurant where we were shorted part of our order (more than 12% if their ingredients list is to be believed). It was easy to tell he wasn’t happy about replacing them. He repeatedly said that “all we had to do” was put barbecue sauce on them – or return the burgers directly to the counter once we discovered the problem – but that doesn’t help us. They are supposed to come with barbecue sauce, and those burgers are nasty without it.

Quality Ingredients Make a Difference. That’s why we don’t always include them!*
Our customers aren’t just looking to fill their stomachs when they visit one of our restaurants; they’re craving a delicious, satisfying meal. We procure high-quality ingredients that meet our exacting standards from the leading suppliers of beef, poultry and produce to ensure a product that stands out from other quick-service and fast-casual fare.
(*: no, this phrase is not actually in their marketing – but maybe they should add it?)

Driving 15 miles each direction to obtain the barbecue sauce is simply out of the question. He said he would replace only two of the burgers, and we would have to come back with the receipt if we wanted the other two replaced. He – the manager – complained to us the entire time about having to correct the problem with the food at his restaurant.western-bacon-cheeseburger

Well, we went back today, receipt in hand. He was still complaining.  I mean, he acted like it was our fault! What about the people who made the burgers? What about his refusal to simply replace the burgers the first special trip we made to CJ’s? At this point we had expended a full hour driving back and forth on the promise of replacing the defective burgers. Over $12 in gasoline alone.

He took the receipt and he told my husband that “this is the last time I’ll replace any burgers for you,” implicating that it were our fault that we were in this situation. I tried to speak to him about it, but before I could say more than five words he told me he would no longer remake them and that our family was now banned from eating at his Carl’s Jr.

If you go to Ford and buy a car, only to discover that the one you were given doesn’t have an engine in it, do you expect it to be corrected? Or should you just tolerate it and find something else to do with it since it’s clearly unsuitable for it’s intended purpose? Apparently, Albert believes you should turn the car into a planter. After all, you got something, whether or not it’s what you actually paid for. 12% of your vehicle is the engine. Or all four tires. Nevermind – it’s not like they’re important or something.

Taco Bell Quality Assurance

So “ban” me? Fine. I was actually okay with that. I had decided that it was clearly a poorly-managed restaurant and frankly, I could do better. Heck, even their inclusion (finally) of biscuits and gravy is so poorly done that it couldn’t convince me to return. In fact, when we left there I stopped at Taco Bell.  Now I have to tell you, Taco Bell is not my favorite place to eat, but we’ll be eating there more often now.  Do you know they actually stand behind their food?

I like that.  “If it’s wrong, we’ll fix it.”  Isn’t that the way it should be?  I called Carl’s Jr. and they “promised” to do an investigation.  I don’t expect anything to come of it, but who knows.  I do expect an apology from the manager.

With prices going up everyday you can’t afford to eat out, especially if you get crappy food.  I’m sick of being taken advantage of.  Our money spends anywhere, it just won’t be at Carl’s Jr. anymore.

I received a call from the Carl’s Jr. corporate office.  They spoke with Albert, the manager of the Sonora, CA store. I don’t know why I’m surprised but the manager LIED.  He told them that he remade all the burgers, so there was nothing more they could do.  This is all kinds of wrong.  Please join me in boycotting the Sonora, CA, Carl’s Jr.

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1 Comment to "Carl’s Jr No Star: Poor Customer Service"

  1. Teresa says:

    Good for you. Times are getting tough all over and these store and restaurant could all close tomorrow and the. “Albert” will be out of a job just like a like of people, and what happened to “the customer is always right”. They may not be but customer service is all about making the customer happy. His corporate office should have stood behind you and told mr Albert to take care of his customers. I don’t eat at places that treat me poorly either. Good for you!