Was on a quick trip with the kids several years ago. Stopped at a Burger King for a quick bite. Oldest DS complained that his milk tasted funny. I thought he was being dramatic so I told him to cut it out. THEN my eye happened to catch sight of the expiration date, which was EIGHT DAYS before that date! I took it up to the counter and they had to search high and low (going into a back refrigerator) for 'good' milk.
The guy just handed me the new milk with a casual 'sorry about that', like he was kind of annoyed or something that I had brought it to his attention and that he had to go hunt for good milk. So I took it back to the table, and my youngest complained about his apples tasting funny. Just on a lark b/c of what had happened with the milk (and not thinking that this could possibly happen again), I checked the expiration date. Well, yup, it did happen again. The apples had expired 9 days before! Made another trip to the counter and the guy gave me new apples and the casual 'sorry about that' and tried to send me on my way.
I stayed there and said how in one order, I'd gotten TWO expired items, and they weren't expired by just a day or two either! It was more than a week in both cases! He acted very....unconcerned. Not the kind of customer service I'd expect when my kids are given bad food. (One time we got a chicken tender that was part of an appetizer platter at a perkins. It wasn't cooked fully. We asked to have it fully cooked, which they did, and the manager came out to talk to us, and they comped the whole platter.) I finally got a handwritten phone number of the restaurant out of him, and that was only b/c I asked him what I do if my kids get sick from the bad food that they'd already consumed. (Having had food poisoning twice, this was a concern for me.) He just looked at me with an 'oh, brother' type of look and wrote down the number.
Frankly, I expected a lot more in terms of customer service and concern for their customers' well-being than they showed. Yes, I did expect something to be comped or refunded, or for them to give a free dessert to the kids. Something. SOMETHING other than them just basically blowing me off. A show of goodwill, if you will. They showed no concern for their mistakes, and that's what bothers me about the whole thing. The attitude I got was like 'so the milk is expired. Big deal. I found you a different one, okaaaaay? (sarcasm)'
When I got home, I called their corporate complaint line. They listened to the whole thing and said they'd investigate and get back to me. After that, I got a very nice email from corporate saying that the store was owned by XYZ group and here's their number. Have a good day and thanks for calling!
I've already explained this twice. That store made a BIG mistake, not once, but twice. They blew me off in the store. Then corporate blows me off? No. I don't care if the store is owned by corporate or not. They're branded with the corporate brand. If the individual store isn't holding up their responsibility to customers, then corporate should do something to ensure that the customer is happy and that the very real complaint is handled in an acceptable fashion. I'm not going to put in any more of MY time to make sure that they see the complaint. If they don't care to escalate it, why should I?
I haven't been back to a Burger King in 4 years.
They've (the chain) lost lots of potential revenue from my family, not to mention the other people that I've told who said they're not patronizing their stores either. I'm certain the my kids tell their friends, b/c boy, they remember. They now associate BK with bad food b/c of this. Will we close down a store? Probably not. But I'm glad we're not adding to their bottom line in any small way.
(I did post this on this site at the time, and people pretty much thought I was being unreasonable and that they (store and corporate) handled it fine and had no obligation to do any more than they did. But obviously, it still burns me up.)