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I purchased 3 x family chips from Southern River Red Rooster on 31st March via drive through.
Arriving at home 10 minutes later we noticed the chips are very undercooked, they were either uncooked in the middle, and at best soggy.
It happens. It's not a big deal. What is a big deal is how this was dealt with by the store manager.
Upon calling to advise of the issue the only option that was given was to return the chips to be issued a credit. However, as we all know, we're in isolation at present, I have five children at home that I am homeschooling on real time and we quickly went out inbetween classes to order via drive through.
I explained that I was unable to return to the store a second time at a cost of 30 minutes, fuel, loading the kids back in the car and as I e used this red rooster for 10 years, I simply asked for a credit for next time.
I even requested a 50% credit to meet halfway in lieu of being able to return them as nobody in our house would eat the chips that cost $20.35 cents. I offered to send photographs.
The manager refused all requests, either return them despite I explaining I could not or forfeit the credit.
The only measure the manager would agree to is a credit of one box of chips.
I said that as a minimum of good faith, he needed to meet me halfway.
The manager angrily hung up because he said I was negotiating too strongly.
I think it's a matter of meeting the requirements of the consumer code Red Rooster, you could have sent a driver as I suggested, the onus needs to be on Red Rooster to correct the issue.
If you're not willing to send a driver, then offer a credit. I told you I would write a review, and here it is.
Mistakes happen, good will in offering a credit especially in this season of lockdown is a must. These are challenging times, we're on a budget like everybody else, today's treat was about lifting spirits in the present climate and your response was unacceptable.
I will avoid using Red Rooster Southern River at all costs in the future as hanging up on a customer is extremely poor management of issues.
I am glad the manager stood ground. The only way that you should get a refund if you return the food. He does not need to meet you halfway. This is a business, not a charity. You were trying to get something you are not entitled to. He has every right to be angry and hang up. If you are on a budget an cannot afford the food do not get it. I doubt you will be missed and your begging for more than what you are entitled to is poor behavior.
Missing two wraps
We went through drive through last night. Noone in the store and the only car in the drive through and still took at least 20 minutes before we got our order.
Chips were not...
Today being Friday 6th march 2020
I proceeded to go through drive where i told to hang on which took 6 minutes then ordered drove to where i i pick up the food where i waited 11 minutes which i believe is poor service and i look at my rear view mirror to which there was a few cars behind
me.
Disgusting service having to wait that long 3 minutes fair enough like McDonald's or Hungry jacks but 11 minutes disgusting..
Please reply to this as i would like to know you received it
Regards
Haya
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I went to have lunch at Red Rooster, Ducks Lane, Goulburn, NSW today (15/08/2019), it was around 12 noon. Since it was lunch hour, the outlet was busy. I ordered for a Rooster Roll and as there was a promotion on Rooster Roll, I believe many people had ordered the same.
I heard the shift supervisor call out Rooster Roll so I went and collected the meal and sat at the dining area. I was unaware that the I had collected the wrong order (a Rooster Roll with some add ons). It was an honest mistake.
I had barely started eating when the shift Supervisor walked up to me and asked what had I ordered and I showed her the receipt. She sighted the receipt and humiliated me in presence of so many customers and walked away. It was so embarrassing, I returned the food to a crew member, apologized for taking the wrong order unknowingly, and went away with an empty stomach and teary eyes.
Later in the afternoon i went and got a refund as i had not eaten anything. Money is not the issue; it is the humiliation that i went through that prompted me to lodge this complaint.
I urge the management to look into the following:-
- to provide proper customer service training to its Crew so that nobody else comes across the same situation as me.
- call out for order pickup by calling the order numbers to avoid confusion.
- teach the staff to be racially tolerant.
I placed an online order at 5.46pm yesterday 12/8/19, after arriving home from holidays with no food in the house and my husband at work, the order was confirmed and delivery message received stating that my order would arrive within 20-30 minutes.
after 45 minutes with no delivery or further messages, I began to telephone the store, a young sounding staff member answered the call and advised that they had run out of chicken and that the order was being processed and it would be a further 30 minutes. I asked if this was definitely going to happen and was advised that it was, I stated that I had a child with a disability that was very stressed waiting on food.
The food did not arrive in the stated 30 minutes, I began to telephone the store with no answer. I telephoned a further 61 times in between 6.45pm - 8.42pm.
I received an inaudible phone message from the store at 8.42pm, I had to replay the massage several times to be able to identify a call back number.
I the mean time my husband had finished work and was able to attend the store. It was stated to him by the manager that there was a blackout at the store (this was not the case and was a lie, the blackout was in fact at another store 10 minutes away), it was also stated that they ran out of chicken, that they could not fill the order. When I husband complained that they should have rang people, they stated that they were about to do this, and that they thought that if people had not received their food within two hours they should have realized and gotten something else to eat. the staff were rude, the manager was abusive to his staff members, ripping a drive through head piece of his staff members head.
The order was filled (so again another lie in regards to not having the chicken), my husband was offered a 50% discount and was completely fed up by this stage, my husband was also not aware of the full cost of the order as I had placed it. $20 was received when our order was over $46.00.
Our disabled daughter was able to eat dinner at 9.05pm after my husband attended the store, when the order was originally placed at 5.46pm.
The service was disgusting, the manager showed disrespectful behaviors towards his young staff members, who were obviously trying to do the best job under very stressful circumstances.
At no stage did the store disengage the online order function.
TOTALLY UNACCEPTABLE.
Janelle Carroll
[protected]
Your meal will be with you at…
7:35pm
Hi Lindy, great news! Red Rooster - Goulburn have received your order. Get ready for your mouth-watering meal!
Your order number...
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