Stephan B.

My order was late being ready by 16 minutes. I ordered at exactly 3:00 pm, was told ready in 15 minutes. I showed up at the drive through at 3:20 and the employees seemed confused and were unable to find my order and then said it was not quite ready. "A few more minutes". Nah. It was 3:31 before I got my food. I don't think my order had even been started until I showed up judging by the employees confusion and additional wait time. Then, I get home to find they had given me plain fries, NOT Cajun as ordered. Also, they gave me the Icing when I had ordered the cream frosting. It took a trip back to the OTTAWA IL store to correct those issues. No apology from the manager was ever given. She even told me it would only take a couple minutes for the correct fries. Wrong again, it was a 10 minute wait. Got home, settled in to eat and discovered that 2 of the sandwiches ordered had NO SAUCE containers in the box. Being angry by this time, I chose not to make a 3rd trip back to the store. No offer to discount the price of the food despite numerous failings on employees part that resulted in me eating barely warm food with still missing items after 2 trips to the same store and a wait time more than double what I was lead to believe. Also, the store was NOT slammed with customers. 1 table inside of 9 people, 4 adults, 5 children, and I saw a male employee exit the store and fiddle with his car for several minutes while I was waiting. No excuse for their numerous failures and lack of concern about making it right. I filled out their email survey about my experience and the regional manager emailed me in 1 day and sent me a coupon to cover the entire dinner order, apologized and stated she would be investigating what happened. Good on the regional manager. I will use that coupon and hope it all goes well this time.