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| - Ordered food through skip the dishes for dinner. Food arrived, but one entire order was missing. A pound of wings and fries. Unfortunate, but mistakes happen. Here's where everything went south:
We called the location and informed them of the error. The staff member who answered the phone stated that they were not allowed to remake the food, as they were not allowed. As well, there was no way the food would be delivered. Not a sliver of understanding of the situation, empathy, or a desire to give a hint of customer service. When it was clear that nothing was going to be done to try and rectify the problem, we demanded a refund for the missing item. The staff members response, immediately hang up without another word.
So I had to call back, but low and behold, my calls went unanswered. I used another phone, and within two rings, wouldn't you know it, the same woman picked up!
I had asked immediately to speak to the on shift manager. I was told the manager was not in the store, and wouldn't be back for 30 minutes. This is at 630pm on a Saturday; I highly doubt that was the case. I asked who then was in charge, to which she stated that she was. I then had to take over being a manager and explain the basics of customer service to her. Such as showing empathy to someone's situation, offer solutions, such as a refund, and to not hang up on someone when they are asking for help and are not happy with what is being done.
She stated that she did not hang up abruptly and that she was hung up on. I asked her if she said good bye, or if I had said goodbye. Silence was my only response. I asked again, and she finally replied that she thought the conversation was over after the refund was requested. That's fine, but you don't then hang up on someone and walk away. That might be how she conducts her personal life, but you don't do that at work.
Finally an apology was offered and I was told that her manager, who is unavailable for 30 minutes, has processed the refund. Not sure how that was possible that the manager was around to process a refund, then disappear during a Saturday dinner rush, as the time between the initial phone call and the follow up was mere minutes. This manager should have a disappearing act as an illusionist. I took the apology and stated that how she conducts herself was far from appreciated.
So, guess what. I would strongly suggest to avoid this location. Poor representation of the wild Wing brand.
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