"Dear [Management/Customer Service],
I would like to express my concerns regarding my recent visit to your Dunkirk, New York location at 10517 Bennett Rd, Dunkirk, NY 14048, on Saturday, August 19th, around 3:45 PM. Unfortunately, our experience was quite disappointing.
Upon arrival, we were the first in line, yet it took approximately 10 minutes for anyone to take our order. Additionally, the receipt machine was not functioning, leaving customers without receipts or knowledge of their order numbers. The staff seemed unhurried, with seven employees present, but only one was engaged in serving customers while the rest, mostly young men, appeared more interested in chatting and eating candy than attending to their duties. I even observed one employee consuming candy before heading to the food preparation area.
After finally placing our order, we waited another 15 minutes before it was ready. The staff would announce order numbers, but because no one had receipts, many guests were left confused about their orders. This added to the chaos, as employees struggled to provide information about what food items belonged to each order.
Moreover, the cleanliness of the dining area was unacceptable. Not a single table was clean, and the garbage cans were overflowing. Given the long wait and the conditions in which our food was being prepared, we ultimately decided against eating in the restaurant, as we were concerned about food safety. When we requested a refund, we were informed that refunds are not given.
Following our complaint about the cleanliness of the dining area, one staff member came out to take out the trash, but he was busy on his phone discussing his plans for the evening. The hot sauce dispensers were nearly empty, and only one variety was available. Other patrons were visibly frustrated and vocal about the disorganization and lengthy waits.
This location clearly requires improved management. The staff appeared to lack direction and were unable to effectively resolve issues or fulfill their responsibilities. If the health department were to conduct an inspection, there would likely be serious concerns regarding unsanitary practices as well as the observed lack of handwashing and staff dining near food prep areas.
I am requesting a refund for our meal, which consisted of a #3 Taco Bell combo and a Nacho Bell Grande. Unfortunately, we cannot provide a receipt due to the malfunctioning machine. I would appreciate a response to this complaint.
Thank you for your attention to this matter.
Sincerely,
[Your Name]"
