"Out of the blue, Maria intervened while I was placing my order and attempted to change it. When I asked for clarification, I suggested that she keep my payment and allow me to take a cookie instead of the chips I had ordered. However, she refused my offer. I even offered to go to my car to get the extra change I needed, but she wouldn't allow it. It's important to mention that the T-Mobile deal has a limited five-minute redemption window.
Maria insisted that I swipe my card again, but I explained that I still wanted to complete my purchase and her actions left me baffled. I asked her to clarify why she wanted me to swipe again, but she ignored my question and shouted that I needed to swipe my card. Confused, I declined her request because I didn't understand her reasoning. I told her she could keep my payment; I just wanted a cookie, which was significantly cheaper than the chips. This caused her to create a disturbance, leaving me shocked and humiliated.
Her customer service skills were lacking, and it was evident that she had difficulty understanding English. Despite my efforts to communicate, she continued to raise her voice at me. Finally, I handed her my card just to resolve the situation, but asked how I could redo my transaction to redeem my offer. Maria flatly refused to help, walked away, and dismissed my concerns while even laughing about the situation.
I was in disbelief at what was happening, so I took out my phone to record the interaction and asked her to repeat her statements. I requested the manager's contact information, but she refused once again, stating that she didn’t care and that talking to a manager wouldn’t matter. I asked for the contact information three times, and she insisted she wasn’t allowed to give it out. This seemed odd, especially since another customer had also complained about her service.
This other customer advised me to reach out to consumer management, pointing to a number posted on the wall. As soon as this customer spoke up, Maria calmed down and walked away. Her behavior was unprofessional, rude, and confrontational. I feel compelled to address this issue; I have never felt so humiliated. The way I was treated as a person of color made the experience even more discouraging.
I couldn’t believe that she turned me away over just 40 cents after I had already offered to pay differently. When I asked if I could go to my car to retrieve the change, Maria's refusal felt completely unnecessary and spiteful. I plan to report this incident to consumer services for follow-up because it was embarrassing for me and shocking to other employees, who also appeared appalled by her conduct.
If Maria doesn’t want to work there, she should consider finding a different job instead of taking her frustrations out on customers. Her behavior is detrimental to the franchise’s reputation. I wasn't the only one who found her attitude unacceptable, and it’s clear that she should not be in a position that requires a commitment to good customer service."
