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Jul. 29th, 2002
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Jul. 29th, 2002 02:11 pmI just sent this to guestcomments@backyardburgers.com:
I just went to Back Yard Burgers #15 (4471 Summer Ave., Memphis, TN 38122) and it was the worst experience I've ever had at a BYB. Usually I've had great service from BYB, but I feel ripped off right now. I wanted a Bacon Cheddar Burger Combo ($5.09) And I wanted it "Super sized" ($0.60). At least that's what I thought I wanted. That should come out to $6.22. Instead it came up as $7 and some change (I think $7.22, but I'm not sure). I asked why it was so much because I just wanted the combo and the upsize and the girl asked the manager on duty to "explain it to me." Well, it was "explained to me" that there are two levels of "upsizing" a combo. Super and Smart. This is according to the manager. While I was waiting for my food I noticed that the stickers on the combo menu that said "Super" actually said "Super Smart Size." The light behind it made it very hard to read. He asked me which one I wanted, a Super or a Smart Size. Thinking that a Super Size was bigger than a Smart Size I told him I wanted the Super (which is also what I originally ordered). He cleared the order out and rang it up as $6.22 and took away my extra large cup and gave me a large. This confused me, but after the mean (and I mean "your mom comes home and find you've trashed the house" mean) look the cashier gave me I gave her my check card and waited 20 minutes for my food.
If there are two levels of upsizing a combo, why doesn't the menu reflect that? I wanted the largest drink and largest fries I could get and according to the menu I only had to pay 60 cents more to get it. I paid that and didn't get the extra large drink and fries. The cashier and manager both seemed like I was inconveniencing them by asking why my meal rang up as more than I was expecting it to. If it were explained that there were two levels of upsizing and the prices for both I probably would have paid what it took to get the larger meal, but the only information I had to use for pricing was the menu and that only said 60 cents for the "Super Smart Size." In addition, the mean look I got from the cashier (a "Teresa" based on her name sticker) both disturbed and angered me. I have worked in the food service industry before and was expected to smile and be nice to the customers regardless of the situation. If you had an unsatisfied customer, you smiled and made sure the situation was resolved. I normally love going to BYB, but this left a very sour taste in my mouth (no pun intended).
I just went to Back Yard Burgers #15 (4471 Summer Ave., Memphis, TN 38122) and it was the worst experience I've ever had at a BYB. Usually I've had great service from BYB, but I feel ripped off right now. I wanted a Bacon Cheddar Burger Combo ($5.09) And I wanted it "Super sized" ($0.60). At least that's what I thought I wanted. That should come out to $6.22. Instead it came up as $7 and some change (I think $7.22, but I'm not sure). I asked why it was so much because I just wanted the combo and the upsize and the girl asked the manager on duty to "explain it to me." Well, it was "explained to me" that there are two levels of "upsizing" a combo. Super and Smart. This is according to the manager. While I was waiting for my food I noticed that the stickers on the combo menu that said "Super" actually said "Super Smart Size." The light behind it made it very hard to read. He asked me which one I wanted, a Super or a Smart Size. Thinking that a Super Size was bigger than a Smart Size I told him I wanted the Super (which is also what I originally ordered). He cleared the order out and rang it up as $6.22 and took away my extra large cup and gave me a large. This confused me, but after the mean (and I mean "your mom comes home and find you've trashed the house" mean) look the cashier gave me I gave her my check card and waited 20 minutes for my food.
If there are two levels of upsizing a combo, why doesn't the menu reflect that? I wanted the largest drink and largest fries I could get and according to the menu I only had to pay 60 cents more to get it. I paid that and didn't get the extra large drink and fries. The cashier and manager both seemed like I was inconveniencing them by asking why my meal rang up as more than I was expecting it to. If it were explained that there were two levels of upsizing and the prices for both I probably would have paid what it took to get the larger meal, but the only information I had to use for pricing was the menu and that only said 60 cents for the "Super Smart Size." In addition, the mean look I got from the cashier (a "Teresa" based on her name sticker) both disturbed and angered me. I have worked in the food service industry before and was expected to smile and be nice to the customers regardless of the situation. If you had an unsatisfied customer, you smiled and made sure the situation was resolved. I normally love going to BYB, but this left a very sour taste in my mouth (no pun intended).