I emailed Taco Bell about poor service and they now seem to be fishing for a way for way to compensate me for my inconveniene. From their email:
…we would really like the opportunity to make this right. Please let me know if there is anything we can do for you to rectify this situation.
Should I take advantage of their offer? If so, what should I ask for? My intention was just to make them aware of the shitty service.
I waited a long time for my order, so I emailed the corporation about my experience:
I’m writing to complain about the poor service at the KFC store in Dieppe, NB, store #1057 (order #287 at 16:29 on April 26, 2009).
I ordered three items in the store for take-out, which was efficient: the young lady who took the order was friendly and pleasant to talk to; however, once the order was taken I waited 10 to 15 minutes at the counter. In that time:
- The cashier continued to take orders, with an ever growing lineup of people waiting for their completed orders.
- The food under the heat lamp that was ready for packing continued fillup, almost over-flowing.
- The cashier didn’t stop to pack completed orders – she just continued taking orders.
- A gentleman behind the counter who appeared to be in a managerial position seemed to be working the drive-through; however, despite walking by the crowded pile of waiting food for our orders, he didn’t direct others to help pack anything nor help the cashier.
We enjoy the occasional KFC and Taco Bell meal, but that’s the second unsatisfactory experience at that restaurant; I won’t be visiting that location again.
I hate to write just to complain, so I AM going to compliment one of your stores: the one in Riverview, NB. The staff there seems to be more knowledgable and caring, making an effort to not just be cheerful but to deliver your order in a reasonable time. That location IS probably less busy than the Dieppe location, but I would think that should matter little.
One thing of note between the two stores mentioned above: the staff at the Dieppe location seemed much younger. The staff in Riverview appeared to be mature adults for the most part. One would hope that employees at all locations would be responsible at all locations, no matter what their age.
They replied within a couple of hours:
I’m so sorry you that you had this experience with KFC.
I wanted to let you know that I have forwarded your concern to the franchisee group in your area and they will contact you directly to resolve your concern.
Should you wish to follow up in the mean time you can reach the KFC franchise head office customer service line at 1-800-363-1601.
Thank you for bringing this to our attention.
Customer Communications Team
Yum! Restaurants International (Canada) LP
Their email address was from Yum, which I never heard of before. They’re “the world’s largest restaurant company”.
A couple hours later I received the following:
Thank you for your recent email regarding the slow service you received at our KFC/Taco Bell in Dieppe. We would really like the opportunity to discuss this with you further. In your email, you stated that you would prefer us not to call you so I would like to ask you a few questions regarding your visit.
What time of day?
What was your order?
How were the products?
We appreciate feedback from our customers to help us better serve you and others.
I would like to take this opportunity to apologize for the slow service and we would really like the opportunity to make this right. Please let me know if there is anything we can do for you to rectify this situation.
KFC strives to deliver great customer service and we would really like the opportunity to resolve this issue.
Please contact me at your convenience at the number below or email me.
Thanks again for taking the time to contact us regarding your concerns…
Area Manager Atlantic
This email came from Priszm, “one of the largest operators of quick service restaurants in the world” – not the largest.
Answers to your questions:
> What time of day?
4:29pm is printed on the receipt.
> What was your order?
2 Bean Burritos and the box meal that comes with hard and soft tacos, cinnamon sticks, and some other stuff.
> How were the products?
Very good, although a tad salty. It’s the first time my kids (4 and 8 years old) had Taco Bell products and they both loved them.
> Please let me know if there is anything we can do for you to rectify this situation.
The situation has come and gone, so there’s nothing to rectify to make things right for ME. I just wanted to bring the matter to your attention.
I appreciate the quick replies to my original email.
Thank you for your email…
I will follow up with the restaurant regarding your concerns. Again, I would like to apologize for your slow service and I appreciate the feedback. If there is anything we can do for you regarding your poor experience please let me know…
See? They seem to EXPECT me to ask for some compensation.