Mr. BFS and I eat fast food. Yes, I know, but shush. 
This post is not about that. This post is about when mistakes happen.
Wrong Food #1
Two weeks ago, I picked up some breakfast from Jack in the Box for Mr. BFS and me. I ordered hubby’s sandwich and a sausage, egg, and cheese biscuit. It’s my favorite Jack in the Box sandwich and I was really looking forward to it. They handed me the bag, I checked for two items, and I drove home. But when we opened the bag, Mr. BFS had his and I had a bacon, egg, and cheese biscuit.
I don’t really enjoy bacon as much as most people. Surprisingly, I was upset enough that I called the phone number on the receipt and explained that I did not want to drive back. What were my options? The manager apologized and let me know that I could go in at anytime and give them her name to get my free, correct breakfast. Well, cool!
A couple of days later, I took her up on her offer. I went inside, explained the mess up, let them know the manager’s name, and was handed my sausage, egg, and cheese biscuit with a thank you. It was free and delicious. Yay!
Wrong Food #2
A few days after that whole thing, Mr. BFS and I were heading to a morning meeting about brick, so we decided to stop by McDonald’s. He ordered a bacon, egg, and cheese biscuit and I ordered an Egg McMuffin. I got my McMuffin, but hubby got a bacon, egg, and cheese McGriddle. He hates McGriddles, but we were running late and didn’t want to turn around. He’s also stubborn and wouldn’t just eat my McMuffin. So he ate the wrong breakfast while I called McDonald’s.
Once again, they apologized profusely, took my name this time, and offered us a free biscuit meal for the hassle.
We went back a few days later on the way to yet another house meeting, I walked in, and they couldn’t find my name in the book. Boogers.
But the manager there decided I looked honest apparently, made the meal, and thanked me for stopping by. It was again free and delicious. Woot!
Use those Numbers
That’s two out of two and I don’t think we were special. So I highly suggest keeping your drive-through receipts at least until after you eat. If you aren’t given what you ordered, try calling and seeing if they will make it right. I was really surprised it was as easy as it was. And I was super happy with the overall results. We pretty much have had a full, free breakfast over the last 2 weeks. Of course we didn’t really like what we had to eat the first time, but at least we had our tummies full for the meetings.
Have you ever had a great result from calling the phone number on the receipt? Any great customer service stories?
A lot of chain sit-down restaurants have other numbers on reciepts, where you call in to review their service and they give you a code for a free appetizer on your next visit as well. Great option if you frequent some of those place!
I’ve also found that in general, a fast food place will replace a screwed up order even if you didn’t call in. Their profit margins are fairly high and it’s easier to just make the customer happy. (At least, that’s what we did when I worked in fast food back in the day.)
If they screw it up they should make it right and I am glad they did. Whenever I have poor service I use the phone number or online contact forms to let them know so it doesn’t happen again. Sometimes I get a free meal but the real benefit is if things don’t change the next time I go there I just quit going!
The few times a year we go to fast food restaurants, we always check our order before pulling out of the parking lot. It makes it a lot easier if they make a mistake.
I’ve had this problem a few times when I would go through the drive through on my lunch break. I hate eating onions on things. So I always ask for no onions on burgers. Every single time. Even if they don’t have onions because I want to say it just in case they decide putting those pesky things on my sandwich…
They would either put me on The List or just send me a coupon or two in the mail for a free sandwich and usually an additional one like for a drink or something for the inconvenience.
I had a coupon book from McDonalds with 2 coupons for a free Chocolate Chip Frappe. I went one day and they were out of the Chocolate Chip Frappes. I asked if I could substitute another flavor and was told no. A week later I went back and they were out of the CC Frappes again. Since it happened twice, I decided to send in a complaint using the McDonald’s website. I am usually not one to complain, but felt cheated that they would give a coupon out for something free, and then have the item not be available.
I never expected to hear back from them, but received a phone call from someone from McDonalds saying that they should have substituted when I asked, and next time just ask for a Manager. They also offered me 2 free frappes if I came back to the store. In addition, a few days later the store manager called me as well.
I was quite surprised to receive two phone calls back over this issue, especially over a comment I left on the website. Apparently McDonalds is taking customer service seriously these days.
I’ve had this happen twice in the past several years at McD’s. The first time was just a wrong sandwich – no big deal – but their customer service was REMARKABLE. The manager personally apologized and they offered a free replacement sandwich on my next visit. The second time was at a different McD’s on a busy post-swimming lessons night. The drive-thru was packed and we were so rushed that we didn’t check the bag. When we got home we realized that the drinks were only half full and one meal was completely missing. Once again, the customer service was top notch. The manager called and apologized and offered us a replacement meal for the whole family. We don’t eat fast food often, but based on these two experiences, we certainly are more apt to visit McD’s when we do go the fast food route.
Funny you would post this today as the WSJ had a similar article. This time about airline service, specifically the gate personal. A few people commented that one something goes wrong and everyone is complaining and giving the staff a hard time, being nice and as using your iphone to find alternatives goes along ways in getting you to your location.
BTW since I live in Madrid and my Spanish is pretty bad I’m usually too intimidated to complain. Then when I go back home to Canada I’m so used to tuning people out I forget to complain:)
I have found that when you call and are kind when explaining the situation it has always been an eventual win situation for both parties concerned. They have fixed the error and made a customer happy which means I will continue to be their customer.
So, yes use those numbers but remember not to bite off the head of the person you talk to.
@Sheryl, good to know, thanks!
@Lance, yep, I would not have been really happy at all if they hadn’t made it right.
@Courtney, we usually do too. But I did not open the wrappers like I should have the first time and we were in a hurry the second one.
@Madison, I do not like raw onion either. Or mayonaise. I usually just sucked it up and scraped off what I could, but now I will call or go in…
@Kara, that first person who said no subs is a doofus.
Glad they made it all good. 
@Amy, and that’s why they do it. We all have the choice to go elsewhere and they rather we didn’t.
@Rob, my husband won’t complain or even mention anything ever…I guess he married his opposite.
@Bryan, oh yes, definitely. If I was bitchy, I do not think they would react the same way. I just politely explain the mistake and they make it better.
You bring up an excellent point with your piece. Don’t be lazy or afraid to tell them they made the wrong order. Glad you were given good customer service.
I hadn’t had an issue like this, but then again I don’t eat much fast food. Does Chipotle count?
P.S. I love Jack-in-the-Box tacos, but in GA there are none
My husband loves the Jack in the Box breakfast bowl – but Jack isn’t in Canada at all.
Great idea following up – most places will be happy to work with you if you just give them a call!
@Ornella and My Canuck Buck, well that decides it, I can never live in GA or Canada.
I had no idea that you could even really do that.That’s actually pretty nice customer service. I’m going to start keeping those receipts and getting some free food when they mess up!
i think it’s great that you received free items for their mistakes. Many people would tend to just forget about it and consider it a loss. But you proved that even a small short phone call can make things go your way. My wife sent an email about a food she bought at a grocery store, which ended up expiring sooner than it should have. We received a free coupon for the same item in the mail a few days later.
I love it. You cannot be afraid to say something. I used to be afraid and then I figured that it only helps BOTH parties to say something. It seems like it has been happening more and more lately.
I would have never thought to say anything. I hate mayonaise and about half the time I get mayo, even if I sould like a fool telling them NO MAYO twelve times. I think you should just always get the little packets if you want them and sandwiches should come without condiments. Changing directions, thanks for your help. I am so very close to being able to put a website name in the little box!
I am adding this to my “important knowledge list!”
I remember when I bought some groceries but I cannot find some items I paid for when I got home. They were on the receipt but they were not on the bag so I immediately called the store. It turned out that the staff did not hand me one of the bags because he thought the customer before me left it. The store manager ordered the staff to deliver the bag to our home as I cannot go back to the store anymore.
The key to receiving good customer service is including a truly fair resolution along with your original complaint. The key to giving great customer service is the ability to exceed that customer’s stated expectation. Dickinson Theaters recently exceeded my expectations when I complained about a movie we wanted to see being cancelled without notice, to make an additional screen available to handle overflow for a very popular movie. We decided not to attend a movie, if we could not see the movie we planned on seeing. I explained to the theater via email what happened, AND that I thought they owed us free passes for a future show of our choice to make up for the wasted time and gas. The theater manager agreed, and set us up with two free passes. He also provided free popcorn and small drinks. This was the touch that put his response over the top, and gave him the ability to exceed expectations. I may be naive, but I believe most people would like to make their customers happy. As customers, we’re not clear about what we want as a resolution or we don’t state realistic solutions. We’d rather complain loudly about what happened. Be realistic in communicating (not yelling) what minimum compensation you would accept for the inconvenience. Then see what the provider offers. You may be pleasantly surprised.