Drunken rant - Customer service failure.

Friday, November 11, 2022 7:02 AM
Forget that everything costs twice as much for half the amount, has anyone noticed how customer service has fallen off a cliff almost everywhere? Okay, earlier today I ordered food from Boston Market. I get it. It ain’t some five-star snobatorium. But for fuck’s sake, any asshole should know the first rule of customer service is you never quote “company policy” as a reason you can’t resolve some ridiculously simple issue. I placed an order on-line and paid for it with a credit card. Receipt was sent via email and it specifically said, “You DO NOT need this confirmation to pick up your order, just give your name at the counter.” So off I went. I didn’t print the email and didn’t even bother bringing my phone. Inside the restaurant I tell the guy my name, and he’s like, “Your confirmation?” And I say, “I don’t have it. Your website said I didn’t need it.” Dude literally says, “Well then I can’t give you the food,” with a straight face, as if refusing to hand over paid orders is a regular part of his job. So I’m like, “Help me understand this. I paid for the order, your website says I don’t need the confirmation, and now you’re keeping my food.” Dude says he’s gonna get the manager. Perfect. (NOTE: I wouldn't have gotten heated, except that I could see my bag on the pick-up rack. Otherwise they'll spit in your food, or worse.) He disappears into the back and a few minutes later some Jabba the Hutt fat fuck comes waddling up to the counter and says, “I’m the manager.” I swear, this was like a bad movie. He says, “May I see your confirmation please?” Holy shit, the only reason he dragged his fat ass out of the office was because I DIDN’T HAVE a confirmation. Now I’m explaining the whole story again to this piece of shit who says, “Well it’s this store’s policy that we need a confirmation.” Then he just stares at me. And I’m like, “So, you’re not gonna give me my food?.” And he’s like, “It’s our policy, sir.” I go, “It’s your policy not to give people the food they paid for?” And dude is like, “Not without a confirmation.” At this point I’m shaking I’m so fucking pissed off. I'm superfly TNT. I'm the guns of the Navarone. Not because of the 30 bucks this guy was basically stealing from me, but the principle of the thing. This jerkoff has a pretty good job for a major restaurant chain, yet I’ve met panhandlers on the streets of Manhattan with better people skills. Finally I’m like, “How about if I show you my ID?” Ohhh yeahhh… big light bulb goes off in this guy’s simple fucking brain. Now I gotta go out to my car and come back with my wallet. He gives me my cold fucking food and doesn’t even apologize. Instead, he tries to justify his handling of the situation by saying he’s been ripped off by other people who turn out to be thieves. Ohhh… so now I look like a fucking thief to you?. Got it. Great job bro. Promote this guy to district manager!

47 comments

I don't think it is everywhere. In the last several months I have ordered carry out pizza from Dominos, Papa John's and Marco's. Just giving them my name on arrival was all I needed.
shadowcat
2 years ago
Customer service has fallen off everywhere. It's all part of the great resignation. Customer service Jobs suck because people are assholes. Those who still work customer service are too stupid or lazy to work elsewhere, particularly fast food and chains like Boston Market.
gammanu95
2 years ago
Poor Customer service, rude behavior, incivility, poor driving - It’s probably been slowly in the rise for years, but in the 3 years they’ve all just exploded. The pandemic gets blamed for a lot of things - who knows the reason - but just dealing with everyday life (for me) really sucks right now Human behavior is at its worst right now
motorhead
2 years ago
I agree. This shit is ridiculous and a pain the ass. They don’t even try to care. What is really messed up is that low end fast food jobs job pay more due to the great resignation which is rolled over to the customer. We effectively are paying more for crappy ass service. Most of the time they don’t even care about their appearance or attitude. I went to a BK last night and I was like damn these brothas look rough and they what I call the Atlanta fast talk mumble through the crappy drive through speaker. It took me 5 times to explain my order and they still messed it up. I get to the window and the staff looked like they should be robbing the place instead of working it. No napkins, no straws, no have a nice day and they gave me a messed up order lol
Sleekmandingo
2 years ago
If they were smarter and had a few people skills do you think they’d be working in a fast food take out joint, probably couldn’t get hired any place else.
twentyfive
2 years ago
===> "In the last several months I have ordered carry out pizza from Dominos, Papa John's and Marco's." @Shadow: Were you punishing yourself for some reason by ordering that crappy chain pizza? 😁
rickdugan
2 years ago
I agree that basic retail employees overall seem much more surly and less helpful than they used to be. I'm seeing it in the gas stations I visit and even one rare BK drive thru experience I had no long ago. It's almost like they resent what they're doing for work.
rickdugan
2 years ago
There’s a reason companies are automating. Idiocracy is real.
mark94
2 years ago
I’ve never been to Boston Market. But this is a funny story. It plays out like a SNL skit. I really like that he finally decided he could check your ID, and eventually gives you your food. Was it sitting under a heat lamp? The whole scene is absurd. But seriously, what do you expect from minimum wage earners at a fast food restaurant? Boston Market is a national chain, but most likely locally franchise - owned by some small potato investor who’s trying to cut corners and expenses wherever he can.
iknowbetter
2 years ago
This is complex. During COVID a lot of people retired. Those jobs needed to be filled, so low level employees filled those jobs. Some of them deserved the promotions some of them didn’t. Now, those low level jobs are being filled by people that normally wouldn’t have even been hired. I have found this more in larger cities where the labor market has a lot of gaps needed to be filled, the rural areas seem to be a little less affected. THEN you have this new “silent quitting” trend where people are doing the bare minimum at work because they know they won’t get fired because they can’t be replaced. We are talking about the low level workers doing this who wouldn’t even had been hired 2 years ago in the first place! With a recession looming, and everyday you’re reading about tech companies doing mass layoffs it’s only a matter of time before retail and food companies are going to start laying off people too and these silent quitters may regret performing poorly at their jobs on a daily basis.
shailynn
2 years ago
these lousy workers act the way they do as they really don't even care if they get canned. fired at BK then hey they have an opening at the big mac factory just down the road. get fired or quit there after a couple of weeks or months then head to wendy's, dominoes, etc. and fuck boston market!!!! those cocksuckers took the apples off the menu. does anyone here know a joint where they sell those apples?
rattdog
2 years ago
^^ I noticed that. Those apples were almost as good as eating a tasty wet cunt. Thankfully they still have the sweet potatoes with marshmallows. But after this experience I won't be going back anytime soon, and there's not another one anywhere near me.
misterorange
2 years ago
I agree with iknowbetter - as it could be an SNL skit. The level of customer service has dropped considerably in the past few years. I sometimes wonder if this stuff is happening primarily in my area (NY/NJ) as the folks working as managers in fast food likely feel undervalued and they can’t really support a family on their fast food salary. But, it’s likely not just in my overpriced part of the country. I’ve met folks in Florida and in parts of Pennsylvania - who seem to be very helpful in fast food/customer service jobs. But I must have just been lucky. I think some folks have bachelors degrees and can’t find work, so they feel very demeaned having to work in fast food. They likely don’t interview well, if they have the look of Jabba the hut, and very low drive. So they could easily end up working in fast food for a long time. I remember when I was working fast food in high school and college. The managers seemed like they knew everything! Some had their own cars and own apartments. But, knowing everything about a fry basket and driving a 1970 Dodge Dart while living in a basement apartment in East Orange NJ isn’t so impressive once you are in your mid 20’s.
Cashman1234
2 years ago
Just screen shot your confirmation. But the days of customer service are gone. And they think of everyone as ampotential thief who might buy something along the way
Icee Loco (asshole)
2 years ago
This is what I'm talking about. Fuckin' jerks just don't take any pride in their work: [view link]
misterorange
2 years ago
It’s a fast food restaurant, you should have the same low standards for customer service at such a place as you do for the food. You’re probably the only person in the last 5 years who walked into the place without their phone and couldn’t pull up the email. If we’re talking about the ‘trend’ or ‘national issue’ you guys all seem to be complaining about the entitlement of the workers because they know they won’t be fired and if they do, there’s plenty of other restaurants where they can get hired the same afternoon. We all cheered the great economy prior to covid and the hallmark of that economy was the low unemployment numbers and great jobs market. Well, this is a side effect of low unemployment. You know who works hard at minimum wage, unskilled jobs? Immigrants. We’ve got thousands or millions of them lining up at our doors with their families wanting to come in and work. But the two parties that run our country won’t get together on an immigration policy to let these people in and work. Someone needs to hit Washington over the head with a common sense hammer.
Hank Moody
2 years ago
I've definitely noticed it. It's everywhere, not just fast food places. Customers are fucking assholes for next to no reason too though. The shit I've seen people flip out over lately is equally as ridiculous. And customers are out to steal at every chance.
Dolfan
2 years ago
I've noticed that even places with formerly standout service have fallen off a cliff (e.g. Publix, Culver's). This is driving the automation boom and the amazon boom. I don't pity the stupid and lazy unskilled adults who will lose their jobs, but I do feel sorry for the kids getting their first jobs who won't have the same experience many of us did working through High School at McDonald's, Ace Hardware, and Target.
gammanu95
2 years ago
^ IMO, that experience is valuable later in life. Maybe as the world evolves, it'll become less so, but I learned a lot about people and life waiting tables, mowing lawns, doing construction, and all the other random jobs I did in high school and college. Without that experience, I'd have been a lot more inclined to bitch and moan about some of the better jobs I had later in life. But with it, I had perspective and appreciation for the opportunity. There's something to be said for the younger generation's desire to enjoy life while they're still young & not feed in the whole idea of living to work, but learning the balance and where those lines are comes from those experiences early on.
Dolfan
2 years ago
@gammanu "even places with formerly standout service have fallen off a cliff" We used to be semi-regulars at Morton's. The last few times we noticed the experience going downhill. Food was still good, but the service just not what we were used to. The last straw was when we were seated, and within 10 seconds we knew there was no way we could stay with this server. They must have hired her from the diner down the road. I am NOT a fan of over-the-top kiss ass service like you get at Capital Grille, which is why I don't go there. But when I'm spending $500 on dinner for two, I expect that the waitress will not be calling me "hon" and "darlin" especially with my wife sitting right there. Plus she's asking for, and expecting, our drink order *literally* before our asses touched the chairs. We immediately made up an excuse. My wife took the blame and quietly told the host that she must have screwed up making the reservation on-line, because we had intended to sit at the bar. We really did our best not to show our disappointment with the server - we didn't want to make a scene or embarrass her. We just wanted to quietly move. As the host was escorting us to the bar, Miss Waffle House comes up behind us and starts asking, "Oh, what's the matter? You don't want to sit with me?" loud enough for half the restaurant to hear. Then she suggested that she could still "take care of us" while we're sitting in the bar area. WTF? All she wanted at this point was for us to reject her directly, apparently to "prove" what bad people we are. We should have up and left, but the bartender was nice so we made the best of it. It was no secret this woman tried to sabotage our evening after we changed seats. Even customers at other tables were rolling their eyes at her behavior. You think a manager might have stopped by to apologize and maybe buy us a drink? Nope. No one other than the bartender even asked how our meal was. It was like they were avoiding us for fear of pissing off the waitress. I've been going there 5 or 6 times a year since they first opened in NJ, around 1999 I think. That was the last time.
misterorange
2 years ago
There’s definitely been a culture shift, people will take pride in their work when their employers take pride in the long term viability with who they hire. Corporations have for many decades squeezed what they can out of the worker, and I’ve experienced personally them putting more and more workload on their staff. Now that the hiring market favors those workers, many are rightfully protesting working hard for little gain, only to have their employer tell them to go back and do more with little prospect in getting ahead. It’s one of the reasons the guy economy has proliferated.
Mate27
2 years ago
^^ guy= gig economy
Mate27
2 years ago
It varies by restaurant, some will just ask for the name or type of car etc. usually it works fine. Some restaurants in worse parts of town would probably implement something like this because of people abusing it and getting free food. What were you getting at burger king Rick, I thought you only get the highest quality beef. Also whats going on with pizza hut, their prices are double that of dominos, and their mobile app has the strangest offers. No deals on pizza other than a large 5 topping, and so the large 5 topping is actually cheaper than a medium no topping pizza... a regular place would have carryout offers for any size of pizza.
rickmacrodong
2 years ago
Chipotle managers are making decent money. What about managers at cheesecake factory, capital grille and the higher end restaurants
rickmacrodong
2 years ago
“Customer service” downhere in Miami; especially the Cuban-heavy-parts; has always been bad to terrible; and although it didn’t have too-much-more to sink; it has gotten even-worse – the big-issue in many parts of Miami is the big # of Cuban-employees – the lack of a private-industry in Cuba over-the-decades means “customer service” is not really part of the lexicon in Cuba and one is usually at the mercy of the government employee who will tell-you to fuck-off at any point, and it’s not as if one has the choice of “taking their business elsewhere” – post the fall of the USSR when Cuba was no-longer getting USSR subsidies; some “semi private” enterprises were allowed to spring-up in Cuba to cater to new tourists which were now allowed to visit the island b/c the country was so strapped for $$$ - but basically the people that come from Cuba are used to “Cuban style customer service” and thus the shitty customer service one receives in Miami – and it’s so prevalent downhere in Miami that often times one does not have a lot of options where customer service is good – shit; just a little-while-ago I was at a Cuban grocery store – I approach the cashier and she’s talking on her phone with one leg resting over-the-counter; she continues to talk on the phone while haphazardly ringing my order; and that is not that uncommon – god forbid you complain b/c they’ll think you’re the one w/ the problem and the one being rude and they’ll pretty-much tell-you to fuck-off – for those familiar w/ dealing w/ Cuban-dancers in large #s; that is a microcosm of what it’s like dealing w/ employees downhere in the MIA – in the OP’s case the fact that the manager was apologetic; even if he didn’t mean it; is way more than what you get downhere in Miami where they’ll either look at you like you’re a POS for complaining or outright make you out to be the problem for “having the gall” to complain – and w/ all the recent Cuban-arrivals; I can only assume customer service will only get worse in my area – even my local Olive-Garden is now mostly Cuban servers mostly recent/semi-recent arrivals; and the customer-service is def worse than pre-Covid when there was at least more non-recent-arrival servers (born or raised here).
Papi_Chulo
2 years ago
Post Covid; my local Chipotle started doing that shit where you can just walk in and grab your pickup order – I have a Chipotle 5-minutes from my crib and order a lot from there – there were at least half-a-dozen times, or more, over the last 2-years where I’d show up and my order was nowhere to be found (although it had been processed) – at first I thought it was someone that had grabbed-it-by-mistake but it kept happening so I just assumed people were just showing-up and stealing the order that was just sitting there – I complained a couple of times to no avail – but finally I guess it got so out-of-hand that at least in my local Chipotle one now has to ask an employee for your order – you just have to give your name but at least after they started doing that my order is always there when I show up to pick it up. Should be pretty-obvious that “honor system” of just putting out the orders and relying on the public to be honest is likely to be abused (perhaps there are some areas where it’s not but def not where I live) – so I can see restaurants taking precautions but giving one’s name should be enough and it’s enough in pretty-much every place I order from – the only time where I seen people show a confirmation has been UberEats (and similar apps); perhaps those apps require the restaurant to verify the order for some reason?
Papi_Chulo
2 years ago
Service is bad, but not universal. It’s all about managers who care and have the ability to hire the right people. I go thru a McDonalds drive thru every morning for an Iced Tea, there is always a long line but it moves right along. The employees are working women 25+ and this is their full time job. They are courteous, friendly and professional. (Well as much as a fast food worker can be). They are dedicated to providing a good experience and it shows. Contrast this to the BK right next door. I rarely go there but when I do I realize I made a mistake. There is never a line yet it takes forever and the food is still cold. Not sure how that happens. The employees aren’t rude - but they don’t say a word either. The managers are bad and they hire bad employees
motorhead
2 years ago
Man – Covid just has thrown everything out-of-whack (or perhaps it exposed problems that were underneath the surface?). I was watching a finance-podcast a few days back where part of what they were discussing was the lack of workers and quality-workers – the person being interviewed was describing how his brother who is a small-business-owner had complained to him several times about a particular employee that was giving him fits – the guy told his brother “why don’t you just fire him” to which his brother replied “and replace him with who”; apparently the guy couldn’t find anyone else or at least not someone else that was not gonna be the same headache as the current-employee or worse. IMO it all starts at the top – I think a big-part of the problem is the current “take down America” leftist movement that has been mostly supported by the current administration (e.g. war on cops; war on small-business; etc) – a business-owner requiring a worker to work-hard can often become the target of the mob and be painted as an “oppressor” etc. – to me this “quiet quitting” shit is part of the movement to do away w/ everything America has always stood for although it may not be obvious on the surface.
Papi_Chulo
2 years ago
Not that I hit BK too-often - but yeah I too have noticed the quality there (food; employees; even the way the store looks); is worse that similar businesses.
Papi_Chulo
2 years ago
Papi, do you reckon a lot of those cuban waitresses would offer OTC? I havent tried it with waitresses but was thinking wearing a nicer watch would help with credibility to show you have money to blow and aren’t some random joe looking to scam or worse. Yeah starbucks , chipotle and panera, even before the pandemic just leave mobile and other orders sitting on the shelf. Its way too easy to steal those, and people likely wont be motivated to review camera footage and try to go after someone for stealing $10 of food. They should at least keep orders in the back and ask for a first or last name. Asking for first names can easily be abused since you’ll have people use common names like joe john etx to get free food. And as with everything else its not always about being poor, some people think its cool or funny and pull stuff like this to brag or show off how much free food they can get. IMO i would ask for a first and last name and confirm what items they ordered, and if it’s a common like smith look for some confirmation.
rickmacrodong
2 years ago
"... Papi, do you reckon a lot of those cuban waitresses would offer OTC? ..." You mean waitresses at a restaurant?
Papi_Chulo
2 years ago
Boston Market used to be part of my eating-out-rotation (I eat out a lot since I live solo and don’t wanna go thru the trouble of cooking just for one). At Boston Market I used to really like their “creamy spinach” – I’ve never been a fan of spinach but I really liked theirs. What turned me off about Boston Market was their portions – I would usually order a Turkey Carver sandwich but they just skimped too-much on the turkey – it was all bread and veggies and hardly any turkey – the bread was a sub style bread and each slice of bread was very thick; so when I hate the sandwich all I tasted was mostly bread and the veggies it came with – they would just put a thin slice of turkey to where it tasted like I was just eating-bread while getting charged for a sandwich – and add to that; the bread was always at room temperature as it had been sitting around all day and they seemingly never bothered to warm-it-up. As a result I haven't hit a Boston Market in about 4-years although I tend to like their menu and thought it was pretty-good fastfood food - I just felt they skimped on the portions too-much.
Papi_Chulo
2 years ago
Restaurants of any kind are almost universally short staffed right now. I recently was at a sit down restaurant where I wasn’t even acknowledged for almost 5 minutes after I was seated. I was starting to get upset, but then realized that my waitress had about 15 tables to herself because they were short staffed, so I realized patience would be necessary. Things like this are increasingly common nowadays.
crosscheck
2 years ago
Yeah - I assume the staff is often also frustrated given the situation and being asked to do too-much
Papi_Chulo
2 years ago
People are a lot better at customer service when their job is worth keeping. Today, they get fired and they immediately get hired by a different competing food business desperate for staff. Working hard no longer pays off for a lot of the population so they work just enough to get by. "Lying flat" as they call it in Asia
SanchoRG
2 years ago
It's awful overall. Especially online. Companies understaffing and squeezing employees.
JamesSD
2 years ago
@Papi They used to be owned by McDonald's. That's when it was really good. But Kenny Roger's was the fuckin best. I think they got bought out by Boston Market and then McDonalds.
misterorange
2 years ago
I personally am not happy about the $15 minimum wage increase that passed in Florida in 2018. I’m in a slightly higher pay scale, and feel my opportunities for raises have decreased significantly since the law passed. I hope it doesn’t sound selfish or conceited for me to mention that even though I may not have a college degree or high standing job that would guarantee me a better wage, benefits, bonuses etc., I do have a couple years of college and a trade I dedicated myself to for the better part of the last 30 years. To be stuck at a pay rate that is a couple dollars over minimum wage because of the current reality that people with No skills, No education not to mention no work ethics can start a job making a couple dollars less than me is Beyond frustrating. And believe me when I say I empathize with Anyone that is in a similar situation. I don’t think it is a matter of being complacent, rather an unfortunate reality we are victims of unfair circumstances.
Specialj
2 years ago
I know a lot of people will argue that $15 an hour is not a livable wage, which I believe is a good point. I honestly don’t know the answer to this question. Florida has become a very expensive state to live in. Thank god I’m in a situation where I can get by on what I make, yet I fear one day that may no longer be possible.
Specialj
2 years ago
Sorry to get off topic guys. I go to McDonald’s almost every morning for a soda, and I consider the service to be ok overall. But a lot of times it seems the main issue of them not having enough help. It seems like for the most part they do the best they can
Specialj
2 years ago
I'll agree with those who say it's not everywhere. Service at the local Dunkin Donuts, McDonalds and restaurants I visit is consistently good to excellent. I can think of a few places where the service is uninspired but passable. Very few experiences with shitty service, but when it happens it is unpleasant if not frustrating.
wld4tatas
2 years ago
Dunkin Donuts near me just had a million dollar remodel two years ago. They're closed down now cause they could not keep the place staffed. High-ish COL area in Florida. They can't live where they work and commuting from where they can afford to live rapidly stops making financial sense. Especially as gas prices go up.
SanchoRG
2 years ago
My bank (chase) makes me receive a text message and enter their code to withdraw my money. If I forget my phone I don't get my money.
Pussylicker2
2 years ago
Here's another thing that makes me a little bit nuts. I shouldn't really care because I'd never eat here and I discourage anyone I know from going here as well, but it kinda makes me mad that society's standards have fallen to the point where this place still runs a thriving business... [view link] The sign out in front of this Subway restaurant has looked exactly like that for well over THREE YEARS and that is NOT an exaggeration. I remember it annoying me long before the pandemic and related shut-downs of everything. So why is this of any concern to me, you ask? It's just a sign. Yes, but here's the way I see it. When you're running a restaurant, attention to detail is critical to ensure you're selling a product that's safe to eat. It doesn't matter if it's a sandwich shop or some high-end place. I understand, the workers at Subway are probably kids - too stoned to notice or give a crap. But there's a manager who drives in and out of that parking lot every fucking day for THREE YEARS and he never thought, "I should send someone out to fix that sign." So I figure if this guy takes so little pride in the appearance of his store, he's probably not monitoring the refrigeration temperature, or expiration dates on the meat, or supervising his employees to properly clean the work area. Hell for all I know, the guy doesn't even wash his hands after he takes a dump. Maybe he just wipes his ass and then starts finger-fucking everyone's food. And taking it a step further, I'm sure Subway must have area managers or corporate people that come around from time to time. Apparently, none of them care either, so for that reason I don't go to any of their locations. Believe it or not Subway has almost 37,000 stores - about the same as McDonald's. I'll bet you never see a McDonald's sign looking that way for three days, forget about three years.
misterorange
2 years ago
I have spent many years in management of restaurants and do agree that customer service has deteriorated because of many of the reasons mentioned. But I will also open a huge can of worms.. so here I go. Many customers have now become entitled, demanding and whiny. Let me start with social media "influencers" and keyboard warriors. They can write and post a negative and non fact checked review. Often they threaten the server, manager, or establishment if they do not get their way they will post a review that will get them fired. They all have become experts in the field of restaurant management. Next is the advent of home delivery services. The restaurant can only control the quality of their food, temperature, and holding times of products while in the physical building. They do not control the arrival time of the driver, the distance traveled to the final destination, the handling and transportation of the food, or the delivery time of the food. Yes, the "Delivery" service is supposed to guarantee that to the customer. But when a bad experience happens more often than not the customer takes it out on the restaurant by leaving a negative review, social media post, or complaint. Customer service in todays environment is lacking for many reasons. Employees do not set prices, policy, or staffing levels. When customers come in with unrealistic expectations even the best customer service is not going to get the job done. Staffing any business is a challenge today. The supply chain has still not caught up. Money is tight for most people today and will be getting worse in the coming months. With rising prices, costs, and wages many places will not survive. End result will be fewer choices for consumers. Employers, employees, and customers need attitude adjustments.
busta_nut
2 years ago
From what I’ve seen there’s plenty of nastiness on both sides of the counter. My boy works at a fast food place and what he tells me about the rude entitled people is ridiculous.
prevert
2 years ago
It was probably easier to vote
Muddy
2 years ago
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