Hungry Jack's Australia review: Manager - customer service

1815hrs 12/5/23

I placed an order on the Hungry Jacks app. I tried to edit my order to minus pickle and add extra mayonnaise and onion (add I always do), but it would not give me the option to do so. I added further things to my order and proceeded to checkout, thinking I could just tell them when I went to pick my order up.

When I got to the window, I explained what had happened to the woman there and gave her my request.

She (Tanese), said that she could do the minus request, but not the add on request, I immediately told her it was OK, I had money to pay for the add ons. She went on to say that they couldn't change it as it was an app order and that they were busy and it would confuse 'the kids' out the back as they couldn't change the screen. I asked her if she was serious? Surely she could explain (not a big ask I imagined) to them. She asked me to stop shouting at her! It told her I was not shouting but talking firmly. I asked for the manager (as at this stage, I did not know if was her), and she told me she was the manager. I went on to say that it was not very good customer service on her behalf and I would be making a complaint. She told me that the complaint would go to her to resolve anyway. Iproceeded to the window to pick up my order. She was there and then told me they did not minus the pickle either. I told her that the way she was treating my request and her explanation as to why it could not be carried out was ludicrous. She said she is sorry I felt that way. When I got home, I discovered that instead of the burger I ordered, I had a completely different burger with cheese, which I also didn't want. I'm flabbergasted that it is thought of as acceptable behaviour to speak to customers in this manner and then deliver the wrong order in the end as well. I have been a loyal Hungry Jacks customer my whole life and have had my order stuffed up many times and had it resolved no problems in the past. But I have never had to endure the disgusting treatmement and diatribe from a store manager in my life. I understand that we are all human and make mistakes, that is not my complaint, rather the smug, non helpful, condescending manner in which it was handled.

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