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  • While I do understand that companies have policies and that they train their team members to follow them, there are times when the policy does not make sense to the customer. I went to the drive thru this morning at 5:15 AM. I ordered 2 dozen donuts. After that order I asked to order a another dozen but on a separate order. I was told that I could only do one order at the drive thru. I went to the window to pick my order up and asked if she could put in my 2nd order. I was told no and that I had to drive back through. There was no one else behind me at the drive thru. I shared that and asked if I really had to drive back around and was told yes, that is the policy. I should have driven out but I really needed by 2nd order so I drove around, back to the drive thru and ordered my additional dozen. Again, I do get that you need policies and when there is a line, I do get why you would have this policy but the team members need to be able to make good business decisions in situations like this.
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