Recently I had the misfortune of eating at Wendy's, a fast food chain generally popular with the women in my office because of its selection of salads and greasy burgers.
On that day I offered to buy everyone lunch. Everyone had an order that involved special combinations of toppings on burgers, fries with no salt, that sort of thing.
So I went through the drive up and placed my order for $15.67 worth of food.
... and got a completely wrong order - I got chicken things and everyone ordered a burger.
So I went through the drive in again to complain. They had me pull up and supposedly re-made my order.
Since I had a class to teach and wanted time to eat, I didn't check it the second time.
... and got back to my office to find ANOTHER wrong order (still had chicken things in it).
At that point I called the store and told them to make my order PROPERLY; I'd be back to pick it up.
I drove down to the store and went in that time. The Manager argued that I HAD been given what I ordered and, after a ten minute wait while she supposedly made my order AGAIN, came back with my food.
I told her I wanted my money back. $15.67, or about what I make on a long bathroom break if I'm doing contracting work.
... and she started screaming - screaming, mind you, at me (the literal kind of screaming, like what people do when limbs are cut off), that I was trying to steal or scam Wendy's somehow. She did this in front of about 50 people. It was not pretty.
I left. It was pointless. She WAS the highest-ranking employee in the store, after all.
I found the food I had been given included properly made sandwiches, but the meat was either frozen or raw. I think the ladies in my office sent someone to McDonalds later in the afternoon.
So I called Wendy's district office and spoke to a district manager who, amazingly, had already heard about the incident (this was maybe four hours later). He sided with his manager - I had been unreasonable in returning what he assumed had been a correct order when I came back the second time, and that I was *obviously* incorrect in asking for money back when I had been provided with high-quality Wendy's food AND service. Ann, the manager in question, ran one of his best stores and he in fact had worked with her when HE was a store manager.
No help there either.
So I called Wendy's regional office several time, eventually reaching someone purporting to be a Customer Ombudsman. I told him everything that had happened, and said I thought both of the individuals I had dealt with were clearly lacking in basic service-economy skills etc etc etc.
The CSR told me I'd receive a personal letter of apology from Wendy's Corporate office and from the District Manager, and $100 in Wendy's Gift Certificates.
Well, two weeks later I received a pair of IDENTICAL form letters, one signed by the district manager, the other by someone in a corporate office in Dublin, Ohio, indicating some kind of supposed contrition. The fact that the letters were literally identical really blew my stack.
So I crafted a reply: I took their two letters and their certificates and blew my nose on all of them - the great benefit of being an allergy sufferer is the really prodigious quantity of snot involved - put them soiled papers in an envelope and mailed everything back to Dublin, Ohio.
Hopefully someone at Wendy's will spend a day being as disgusted by me as I am by Wendy's.