Monday, March 28, 2011

The customer is always right

I had a bad experience at Carl's Jr yesterday. Just goes to show that the customer is always right. Read the letter I wrote to them below:

To whom it may concern:

My name is Harmony Wheeler. On Sunday, March 27 around 4:30 p.m., I went to the Carl's JR on Rosecrans Ave in La Mirada, CA. I ordered a 20 piece chicken strip box, a 5 piece chicken strip, and a large fry.

I had more than enough money on my debit and credit cards to pay for the meals. The store's credit machine "server" went out, however. It appeared that I was the first this happened to, since they gave me no warning and at first made it out to be my fault until they tested several cards and realized it was the machine's fault.

I told the worker I didn't have enough cash to pay. After he talked to his supervisor, he said I would have to give the food back. After I complained (pointing out that they would only throw the food away if they took it back, that it was not my fault or my card's fault that the credit machine was not working, that I was the first it happened to and thus they owed me an apology and the food I ordered, and that they could easily tell everyone after me that the credit card machine was not working and avoid further incidences) they insisted I give at least $10 for the meal. I did not have that much. I searched my wallet and found 7 one dollar bills. They eventually accepted my $7, cleaning me out for what I had. The whole of it took at least 15 minutes, if not more. On top of this, they made me feel guilty in front of my friend who was with me.

I am a public relations professional, and I know what good and bad service is. The customer is always right. When you're in the wrong, give the customer their food for free without fighting or cleaning their wallets out. I was very offended by the poor service offered at this Carl's JR. That particular Carl's JR has lost my business forever. Carl's JR as a whole will not see my business for a while.

I hope you will take this complaint into consideration. I do not know what other Carl's JRs are like, but if this happens to others, I'm sure you will lose their business, as well.

Thank you for your time. I'm sure that Carl's JR as a whole has better public relations than this one restaurant has.


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