| rev:text
| - Tonight the kid at the first window erroneously charged my card for the vehicle behind me (a much higher charge.) Before telling me anything, he called for help from a person named Joey. Before actually telling me what was going on (I overheard the situation through the open drive-thru window) Joey quickly reversed the charges for the first swipe and then charged me for my order. So now I have a false charge that ties up money/funds that I can't use for other things until my bank authorizes the reversal in 5-7 WORKING days.
When I brought this to Joey's attention he acted stunned and as if he wasn't aware of this process that anyone who has ever returned an item or cancelled an order very well knows. Joey apparently thought that I would instantly get my money back. This has never and probably will never be a possibility with the world's banking institutions as they currently are. I asked him if he was the manager, he stated he was. So then I asked for his district manager's card to contact them about this experience since no attempt to either inform me of the situation or make it right was attempted.
Joey seemed to cop a bit of an attitude at this point (as his demeanor and tone seemed that he is the type of person who always has to be right in situations) but still offered me the card at the next window. When he handed me the card it was for a different person with the title store manager of that location, so Joey also lied to me about his position. I'm assuming he was the shift lead, but that is not the same as a manager for being trained in these types of situations. It was obvious that the first window worker and Joey were not trained very well in customer service which is what I had always heard IN-N-Out were known for.
Had I been someone on a much more limited budget my account could now be charged multiple overdraft fee's, but these untrained children who work at this location didn't and don't seem to care one bit. This is the first time I've ever had a bad experience at any IN-N-Out restaurant but I've got to say that I dont trust them with my debit card anymore. They cavalierly spent a customer's finances for them without acknowledging any wrongdoing.
This is not the way we are trained in customer-facing retail. I can't believe the incompetence I experienced tonight. Also, when I went to call the number on the card to leave my information, it's a dead loop recording that never allowed me to leave my information for a manager call back, so hopefully this review gets my displeasure across and costs this store at least some business, as I'm sure I can't be the only one.
Make sure to ask the person working the first window the amount you are being charged prior to them swiping your card. He read my order to me right, but then charged me for an order more than twice the amount I was supposed to be charged, and then my correct charge on top of that, all before mentioning an issue and how he was planning on "fixing" it. He obviously should have more training and experience before being placed in that position again.
As for Joey, he got called into help a bad situation that he didn't cause, but as the "manager" you have to always take care of the customer first and worry about your store's bottom line last. No attempt to make it right for me or the funds lost until my bank gets around to my refund were made. That's just poor training for anyone considering themselves to be a retail manager.
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