I went through the drive-thru to order a breakfast sandwich, a hash brown, and a vanilla iced coffee. When it was time to pay, I asked the employee to scan my coupon, and he told me the scanner wasn’t working. Since I had a deal on my phone that I wanted to use instead, I told him I no longer wanted the breakfast sandwich and hash brown and would only take the vanilla iced coffee. After I left, I tasted my coffee and realized it was bitter and didn’t seem to have any vanilla syrup in it. I went back to have it fixed, and while waiting, I noticed the car in front of me had their coupon scanned without any issue. When it was my turn, I explained that my coffee wasn’t made correctly and asked for vanilla syrup on the side. The employee rolled his eyes at me. My biggest issue isn’t even that the coffee was made wrong—mistakes happen. What bothered me was the attitude and the fact that I was told the scanner wasn’t working when it clearly was. Customer service goes a long way, and experiences like this are why so many people end up frustrated. Sometimes it feels like certain employees are more focused on getting customers out of the way as quickly as possible rather than actually helping them.
