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| - It has been so long since I did a review, I feel badly that I am doing this for Jack In The Box. Especially since I had done one a year ago for this same location... But my experience today was so bad I feel it needed to be documented.
I arrived at 5:05pm. There were two people in front of me at the register. When the man who was ordering was finished the cashier/manager walked away without saying anything. A few minutes had passed and she was still gone. I was 2nd in line and stepped to the Kiosk to place my order. Smart thinking on my part, not waiting till the cashier was back from break (or maternity leave).
My order was placed and I waited, and waited and waited. Being tall made it easy to look at the display monitor and see that my order had been in for a little over 10 minutes. But I kept waiting, and waiting.
At 15 minutes I flagged down the Drive Thru cashier. I told her it was obvious I was not getting my food, so could I get my money back? She called to the manager in the back that she needed a refund, then looked back at me and said "your food is ready. Do you want it"? I told her I would take the food.
She scrambled for a moment, then told the manager she better give me the refund.
After a couple minutes of pushing buttons I was given my money back without an apology or even an explanation as to why I wasn't getting my food instead. I did get a snotty comment from her about them being short of help and how she needed to give the cook a break. (Seemed odd that the cook gets his break at 5pm dinner hour and the dining room closes, but like my brother says, "you can't argue with minimum wage").
I went home and began cooking dinner. As it cooked I took the online survey at "talktojackinthebox[dot]com" and gave a pretty bad review. Oddly enough, I had little problem with the slow service time. My gripe was the poor way my complaint was handled.
Now, for the total shocker. In under 5 hours from submitting the online form I received a call from the store's General Manager. At first thought you would be impressed at just how important that feedback is to them. You might assume that someone in the corporate office saw that and called the GM at home to deal with it. As for me, I was thinking "Who the #@&# is calling me at 9:48pm"?
Being in that restaurant for more than 20 minutes without a single employee acknowledging I was there has me suspect they are out of touch with the customers. Calling me at 12 minutes to ten to talk about it just proves it.
So Jack, here is my summary: I love you commercials, but the customer service is worse than deplorable. If being short of help is the problem I will do everything in my power to assist you. By NEVER returning to one of your restaurants you will need less staff, therefore, you are no longer short of help. Problem solved!
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