Real quick, our Mocha Club team now has 7 members! Awesome! For more info, check out: Mocha Club- Won’t Stay Silent
On Sunday afternoon, I decided to stop by Burger King on my way home from church. I ordered the #11, BK Stacker meal (with a Minute Maid Orange Soda). If you’re not familiar with the BK Stacker, it’s basically a double cheeseburger with bacon and some nasty sauce (which I always leave off). FYI, I only got the double, not the quadruple! It was a cheat day…but not a clog the arteries day!
Anyway, when I got home, I realized there was no bacon on the burger. For some people, this would be no big deal. For others, it would be the end of the world. I kind of fall in between. When I discovered the bacon was gone, it got me wondering how I should respond to the situation. Several scenarios crossed my mind:
1) Do nothing–The burger was still edible and bacon isn’t that big of a deal
2) Call Burger King just to let them know–Not looking for a refund or new burger. Just letting them know of the innocent mistake.
3) Call Burger King and ask for a refund–They didn’t give me what I ordered. Poor customer service = refund.
4) Call Burger King and ask for another burger–Their motto is “Have it Your Way.” I didn’t have it “My Way” so they owe me another burger
5) Go back to Burger King and tell them of the mess up–They always say they want to hear our comments. If I did it nicely, wouldn’t that carry a sense of reinforcement?
6) Call Burger King and tell them their “King” mascot really freaks me out!–Has nothing to do with this story…but he seriously does!
I know this might sound dumb, but what would you have done in this situation? Is there a right way to handle it? There definitely could be a wrong way to handle it. Is this a matter of what is right, or a case of what is wiser and more beneficial?
Please don’t let my food go to waste! Leave a comment and “have it your way!”
Tags: BK, Burger King, Stacker
September 15th, 2008 at 3:49 pm
#5 definitely. Oh, and #6, hands down…he IS freaky! That should automatically constitute a refund. And free stuff.
September 15th, 2008 at 6:25 pm
I’d want another burger.
A similar thing happened to Jess and I Saturday night at Sonic. I asked for a mocha latte hot. They gave me an iced mocha latte instead, and when Jess brought that nicely to their attention they tried to tell us they don’t serve hot lattes…only cold ones. We pointed out that it was on their menu and they angrily remade my drink.
So, no matter how nicely you point out mistakes, it all depends on how they react and whether or not you trust that there is no spit in your meal. :]
September 15th, 2008 at 6:26 pm
I would have to say 5.One time I went to BK I got a burger that was several hours old. It was hard as a rock I took it back. That is what I would have done.
September 15th, 2008 at 8:23 pm
#2, since the burger was edible. Never ask for a freebie. Let them offer it.
#5 only if wasn’t edible.
I’m notorious for calling. But I call when things go exceptionally well, too. For example, I swore off all McD’s because of poor customer service, but one day my daughter just had to have McNuggets, and I was very impressed with their service, so I called the mgr to tell her so.
It’s okay to tell em what they’re doing wrong as long as you tell em what they’re right.
September 15th, 2008 at 8:31 pm
Great point Mark! I try to make a habit of that myself, but sometimes I forget. Seems like we overlook great customer service and only remember the bad times.
Btw, when I got home and discovered there was no bacon, I was about 10 min from BK so it wasn’t worth going back.
Also…for those in Nashville…the Qdoba in Brentwood has given me EXCELLENT service every time I have been there. I highly recommend it.