Selena M.
Yelp
I visited this location for the first time on Saturday (04/25) since moving to this side of town and let me tell you, it was an awful experience.
Originally, things were going fine as the girl in the drive-thru was polite and the line was moving at a regular pace. Once pulling up to the window, I immediately said that I'd like to use a birthday reward. The girl running the drive-thru didn't respond with clarification, but I didn't want to repeat myself and come off as rude so I assumed she had heard me. She hadn't and ended up pulling what money I had on my DD app ($4.85) and proceeded to tell me I owed .19 cents.
I reminded her that before I even handed my phone over for her to scan that I said it was a birthday reward I'd like to use, so I'd likethe money refunded back to my DD card, as the drink was meant to be free. She brought over another worker to help (who I initially thought was the manager, but she was not.) The original woman who took my order was silent the remainder of the time as woman #2 took over.
Woman #2 immediately had a defensive attitude and proceeded to tell me that she couldn't give me a refund b/c the drink was already made. Following that, I was told that she would cover the remaining .19 cents and I could go on about my day. I declined, b/c again, I had came to redeem a free drink. She said the reason that the birthday reward didn't come off is b/c I ordered a signature latte and it only works for standard lattes. This is false, as I've had the app for years and never been told that anything was excluded. When I said she was incorrect, she proceeded to give me the run around following my refund. Then suddenly, she changed her story and said the reason it didn't ring up as a birthday reward is b/c I didn't show the special bar code. This was correct; however, like I told them, I don't work there so I don't know as birthday rewards are only once a year and I forgot. I'm sure they deal with rewards DAILY vs. my once-a-year, so who would know better than them? Woman #2 continued to throw a fit, until finally a manager stepped in.
Woman #3 (the manager) resolved the issue in 2 mins. or less. As I was explaining to her what the problem was, woman #2 was in the background trying to undermine what I was saying. How unprofessional. Woman #3 swiftly returned the money back to my card, and rang in my birthday reward instead. Crazy how a problem with a 2 minute solution ended up taking 10 additional minutes b/c woman #2 wanted to argue.