I want to start by saying I understand completely that businesses have "policy's" and mistakes are made. We are all human. However, when someone makes a mistake, it should not be my responsibility to fix it. With that said, I just experienced a drive thru nightmare. I just got off work and was hoping for a quick drive thru experience. What I got was 2 $5.00 burgers not fully cooked. The bread wasn't toasted on our Sourdough Jacks, neither was the cheese melted. Unfortunately I didn't notice this before leaving otherwise the outcome would be different and this review wouldn't have been posted. But I was informed when I called that not only am I inconvenienced by having to cook my own food, but I would have to store it until I could bring it back with receipt if I wanted a remake. This was due to high amount of incorrect food refunds and remakes. Now again, I fully understand company policy but an employees mistake should not cost me anything. Alina also said that if I wanted to speak to the manager about this, I would have to call back in the morning. The level of customer service was so poor and this situation was poorly handled.