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| - Is it possible that there is school that teaches a business model where an establishment pays the patron to eat at their place? The manager I encountered Sunday morning August 31st at around 10:30 AM must have been schooled at such a place. Granted she was young, but her demeanor, attitude, and composure are not acceptable for the position.
We originally entered the drive-thru with the intent of ordering munchkins for a kids birthday party, and left with nothing but 30 minutes wasted and a very foul taste in our mouth from the terrible customer service.
It started when we entered the drive-tru and ordered our extremely complicated order of 50 munchkins. It was difficult to understand the response from the speaker, but after two or three attempts to decider what was being asked with my trusty Dunkin Donuts decipher ring, we realized that they wanted to know if we wanted 25 or 50 munchkins. We respond ed that we wanted 50.
We got to the window about 10 minutes later, and we're told there were only 40 left. I said that was fine, but that I didn't want to pay for 50 and only get 40. The attendant said I wouldn't pay for 50.
Several minutes later a new woman comes to the drive through window and explains that they would have to bill me for 50, and that I would only get 40 because they would have to bill me $11 for the 40 otherwise. My response was "That's not my fault". The woman's response was "that's not my fault either, I didn't make the machine." Frustrated, I asked for just 25 and gave my credit card.
Keep in mind that the line hasn't moved in the five minutes I have been at the window. Two minutes later, a third girl comes to the window and explains that they ran out of munchkins. In her defense she offered half a dozen donuts in their place. This was the only bright spot of my experience. If you have ever tried to explain to a four year old that donuts are the same thing as munchkins, but just a different shape, then you understand my decline of the offer. I asked for my credit card at this point, which she promptly returned with a receipt for the munchkins I didn't receive.
I pulled around and parked to go inside to ask for the manager. There was a line 10 deep, forcing me to wait to speak to the manager. I'm sure my expression said angry customer, and I was getting looks from everyone who served me while I waited patiently for 10 minutes to get to the front.
I asked for the manager and I was introduced to the the witty Ms. "It's not my fault, I didn't make the machine." I asked how it was possible to spend 30 minutes to get 50 munchkins and then have to get reimbursed for something I didn't get. She had a semi acceptable response on the munchkins not being packed during my order and going to another patron inside. She didn't have an explanation on my wasted time or why I was charged, nor was an apology given. I explained that I believe she needed better training and requested a reimbursement. When she reimbursed me, I also explained that the proper response from a manager would have been "sorry sir, we only have 40 left, so I will pack those right up and only bill you for 25." She gave me my receipt and then started slamming things around. It gave me some satisfaction that she was frustrated at this point, because it let me know my point got across. At the same time though, it made me realize that she is not skilled enough to manage the distribution of donuts and coffee.
I then drove to Painesville and got the 50 munchkins.
It's also worth noting we came here on Saturday August 30th at around 11 am and they were out of eggwhites.
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