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On Thursday 9th Feb 2023, my family and I went in the drive-thru of the Pakuranga, Auckland franchise. There was only our vehicle and another in the drive-thru at the time, including one single customer inside ordering. First I approach the intercom to place our order where the girl serving wasn't listening at all as I repeated our order 3 times to her for her to still repeat back the wrong burgers. Second I approach the drive-thru window to make the payment, where another girl asked me "oh what drinks did you want" after I had already told the girl the flavours we wanted. We were then asked if we could park out the front and the girl will bring our order to us, so we did. Approx 10 mins after waiting the girl who recieved us at the drive-thru window came out to my car and told me that my payment didn't come through (I paid via eftpos)
I told her not to worry about the order as we had been sitting there whilst I had my 3 kids and husband in the car, it was a hot day. Before leaving I thought that I would check my banking app to make sure it declined, but it didn't. I paid $89.50 using my eftpos card, my payment did not decline. I walked into Carl's Jnr and approached the staff (two girls who served me) and told them my payment didn't decline after showing them my transaction. I requested for a refund in which I have now recieved. (After 2 days)
The area manager Shraneet didn't seem like he knew how to handle the situation professionally. My overall experience here wasn't good, I will not be visiting this Carl's Jnr again. The staff reflects the management. The two girls need to be trained more and/or find another job as they seem like they didn't want to be there. We were not happy on this visit. Sorry for this bad experience but they need more training/better workers/and a better can-do work attitude.
Regards,
Shaniece Wolfgramm
