Surprisingly good customer service from In-N-Out
I recently had a bad experience at In-N-Out Burger. My wife and I go there fairly regularly and get two grilled cheese, animal style, fries and a drink and leave with happy stomachs. Unfortunately on our last visit, things didn't turn out so good. We waited a good 15-20 minutes in the drive-thru just to get home to sandwiches with uncooked onions (they're normally grilled) and soggy fries. Ew.
Neither of us are real huge fans of onions, but for whatever reason we do enjoy the grilled ones that always come on our grilled cheese. We've never had to ask for that before, even at that location, and with the fries being all soggy I'm convinced they were just rushing through to get everyone out of line. They were super packed and I'll give them that. In-N-Out, of all places, shouldn't be one to sacrifice service and quality just to get people through the line.
When we noticed the issues with the food, neither of us were excited about driving back to get it replaced so we decided to just toss it and call corporate instead. All we wanted was a refund for the sandwiches and fries. Cathee called at probably close to 7PM last Sunday, and a nice lady picked up. She apologized, took down our information and told us that instead of a refund she could send us 3 free meal vouchers. These vouchers are good for a free burger (or grilled cheese), fries and a drink... each! Cathee thanked her many times and we hung up quite happy. The lady at In-N-Out corporate even called back a while later because she thought she got our apartment number wrong. Most places wouldn't have cared, I bet.
I got the vouchers in the mail today, along with a nice letter apologizing again and saying that they were in touch with the restaurant and regional manager to ensure that something like this did not happen to anyone else. I'm very impressed. Customer service like this is very hard to come by these days, at least from my personal experience. I think it's very awesome and nice of In-N-Out to extend a courtesy like that to us, especially since we just wanted our money back for the ruined food... we offered to pay for the drinks, which were fine, of course. Getting three free full meal vouchers is awesome and will definitely keep me coming back.
Neither of us are real huge fans of onions, but for whatever reason we do enjoy the grilled ones that always come on our grilled cheese. We've never had to ask for that before, even at that location, and with the fries being all soggy I'm convinced they were just rushing through to get everyone out of line. They were super packed and I'll give them that. In-N-Out, of all places, shouldn't be one to sacrifice service and quality just to get people through the line.
When we noticed the issues with the food, neither of us were excited about driving back to get it replaced so we decided to just toss it and call corporate instead. All we wanted was a refund for the sandwiches and fries. Cathee called at probably close to 7PM last Sunday, and a nice lady picked up. She apologized, took down our information and told us that instead of a refund she could send us 3 free meal vouchers. These vouchers are good for a free burger (or grilled cheese), fries and a drink... each! Cathee thanked her many times and we hung up quite happy. The lady at In-N-Out corporate even called back a while later because she thought she got our apartment number wrong. Most places wouldn't have cared, I bet.
I got the vouchers in the mail today, along with a nice letter apologizing again and saying that they were in touch with the restaurant and regional manager to ensure that something like this did not happen to anyone else. I'm very impressed. Customer service like this is very hard to come by these days, at least from my personal experience. I think it's very awesome and nice of In-N-Out to extend a courtesy like that to us, especially since we just wanted our money back for the ruined food... we offered to pay for the drinks, which were fine, of course. Getting three free full meal vouchers is awesome and will definitely keep me coming back.
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