Living a Life of Chaos (kitashla) wrote in bad_service,
Living a Life of Chaos

bad_service, where did I go wrong?

Shortly after my McD's post I wrote my complaint letter to them. I feel that perhaps I did something wrong because the letter I got back seemed to ignore the complaint I made at all. Was it something I said? Did I not clearly state that there was a complaint? bad_service, where did I go wrong?

My letter:

While at this location today, I noticed a few problems. There were many people on the front end and drive thru appeared to be moving efficiently. The problem is that there was no one working the front counter. There were 6 or 7 of us waiting in line and 3 to 4 people were making iced tea (there appeared to be an issue with one of the employees, but I couldn't figure out what it was). The manager was standing at the expediting spot, in front of the order monitors for drive thru, but not actually expediting. She was talking to a couple of employees though it did not appear to be work related. After standing there for roughly 5 minutes, one of the people trying to help someone with the tea asked if wed already ordered. (She had assumed someone else had jumped in while she was helping sort out the tea issue.) We told her that none of us had ordered yet. She quickly came over and started to take orders and apologized profusely for the wait.

At this time, it looked like the manager sent the expediters on break or home, but neglected to tell the one woman working the register. The register woman (Tamara) was trying to take care of the line, but was unaware that no one was actually preparing the orders.

A little less than 5 minutes (give or take a minute) in she realized that everyone was still standing around. She apologized again and hurried to put the orders together. At this point, the manager completely walked away from the expediter station and went running and laughing outside.

This left Tamara completely alone at the front counter in a restaurant filled with employees.

Im writing to complain about the manager who did not appear to know how to run the front end and paid little attention to what was going on around her.

At the same time, I would like to compliment the woman at the register (Tamara) who tried to make the best of the situation, was professional and controlled and apologized to each guest for the wait. She did well in a bad situation.

The answer I got was this:

Thank you for taking the time to share your complimentary comments with McDonald's. It's a rare person who takes the time to compliment. Thank you for being that person!

Every McDonald's restaurant employee is trained to provide our customers with the best-possible restaurant experience. This includes providing fast, accurate and friendly service, and serving outstanding food quality in a clean and pleasant restaurant environment.

Please be assured that your nice comments will be shared with the franchise owner and restaurant team of the McDonald's you mentioned. I know they'll appreciate the time you took to share your comments with us.

Again, Amy, we know you have many choices when making your dining-out decisions, and we truly appreciate your choosing McDonald's. We look forward to serving you again soon under the Golden Arches.

Huh? Okay, yay that hopefully something nice will be said about the worker, but what about the complaint about the manager that put the worker in that position?

I'm so very confused.

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