My visit -- and this story -- start on May 4, 2012. I was shopping for an elderly home-bound neighbor and she asked me to stop at Carl's Jr. to get her a hamburger. Nothing special here; Stopped at the Carl's Jr. and ordered her burger. Paid. Got the food. It wasn't until I asked for the receipt that things got weird. The cashier told me that receipts are only issued on request and it would be a minimum of 5 minutes if I wanted to wait for it. I asked why so long and he said "That's how long it takes to generate a receipt".
I am not about to wait 5 minutes for the receipt as the food gets cold. It the order were mine I would have demanded a refund and let them throw the burger in the trash. However, I do feel it necessary to provide a receipt when spending my neighbors money. I left without the receipt and noticed a sticker-sign on the door. Call this number if you have any questions or problems. I called from the parking lot and was connected to the voice mail of someone named Sandra. I left a message explaining what had happened, providing my name and cell number, and asked that I be contacted with information on Carl's receipt policy.
Alas, that is all background information, as the true reason for this review is to document how poor the customer service is and just how unimportant a paying customer is to Carl's Jr. Restaurants. Here is what happened since then:
Using the Carl's website I sent an email through the "Contact Us" link. The site specified that a reply could take up to 5 days, a time-frame that seems excessive, but at least they were upfront about the slow reply rate. Maybe they had only a couple people to sift through all of the emails. More likely there were more complaints than any number of people could handle. I regret I can not post my original email, but it was sent from their site, not my email carrier. Alas, I have no access to it. You will have to trust is was much like my phone message requesting a copy of their receipt policy -- let the 5 day clock begin.
------------------------- On day 3 I received the following email:
Thank you for taking the time to share your comments with us.
We do not have any further information for you at this time. However, I have forwarded your message to the appropriate department for their review and requested that they follow-up on your comments.
Please feel free to contact us again at any time.
------------------------- On day 6 I sent the following email:
To whom it may concern:
On Friday, May 4th, I sent an email through the "contact us" link of your web site. 3 days later I received this auto responder saying that "We do not have any further information for you at this time", and I have yet to be informed that there *is* additional information.
My simple request of informing me of your receipt policy was sparked by an oddity on my last visit to Carl's. It is now obvious that the reason neither I, nor other patrons, were given receipts was that the transactions were not rung into the register. Be advised that I no longer need that policy, the reason for which is described below.
* The response time from your web site is long, and in my opinion, unacceptable. *To date, I have yet to hear back from anyone.*
* In addition to sending that email I called the telephone number posted on the door and left a voice mail. *To date, I have yet to hear back from anyone.*
* A simple request like the one I had originally made should have been handled in under 24 hours.
* It is now apparent that customers are a terrible inconvenience to you, therefor, I shall make your jobs easier by cancelling the request for the information and no longer being a customer. The service I have received is equal to that in the restaurant(s). Slow. I shall not bother returning.
------------------------- On day 7 I received the following emails:
Thank you for taking the time to contact us.
I assure you that every effort is being made to address this situation. I have escalated the report concerning your initial comments and these additional comments. I have contacted the appropriate management regarding your experience at this particular restaurant as well as forwarded your comments to our corporate representatives.
Thank you for giving us the opportunity to address your concerns. If you have any questions or concerns, please do not hesitate to call (877) 799-7827.
------------------------- And:
My name is Sandra Bacon and I am the District Manager for the store that you vistited (visited) last week. I'm sorry that you did not get my response. It is much easier to have a phone number to call than rely on email. I would like to personally talk to you regarding the reciept (i before e EXCEPT after c) issue. If you would please call me on my cell at 702-561-2101.
Thank you,
Sandra
District Manager
Over 6 weeks have passed and I never did that policy!