Hungry Jack's Burgers Byford — Restaurant in Byford

I want to take a moment to appreciate the young managers at your store, as they consistently provide fantastic service. However, I would like to formally raise a concern regarding one particular manager whose conduct has been consistently unprofessional. While I do not know her name or exact background, I previously submitted a complaint after experiencing multiple incidents of inefficiency and inappropriate behavior.

During my prior complaint, the district manager, Saaru, happened to be present, and this manager directed me to speak with her. I shared my concerns with Saaru, detailing the repeated mistakes and unapologetic attitude displayed by this manager. Since then, I have observed a pattern of behavior where, upon my arrival, she appears to intentionally leave her station at the drive-thru and delegate the task to someone else. While this does not significantly impact the service, it seems to be a deliberate attempt to avoid interaction.

However, today’s experience surpassed previous incidents in terms of unprofessionalism. I placed an order online and, upon arriving at the drive-thru, noticed an unusual swapping of roles among staff members just to retrieve my order number. When I approached the drive-thru window, this manager left mid-service while I was holding my phone to retrieve an app-related validation, which can only be processed by the cashier or window staff. After a wait, a different team member kindly assisted me and validated my order.

Subsequently, I was asked to wait in the drive-thru waiting bay for a simple breakfast order—despite there being no rush of cars at the time. I had to wait an extended period for a Brekky Wrap and nuggets, even though none of these items typically require a long preparation time. The nuggets I received were notably overcooked, indicating they had likely been sitting for hours. When a young male employee eventually brought my order, he had a cheeky smile, making it apparent that the extended wait was intentional. No other customers were asked to park, and the store was not experiencing high traffic, yet I was singled out for an excessive delay.

This pattern of behavior stands in stark contrast to the professionalism I have experienced from other managers at this store, who efficiently provide orders from the moment they are placed at the speaker to the pickup window, even during peak hours. I strongly believe that such unprofessional conduct should be addressed by management, as it not only affects customer experience but also undermines the excellent food and service Hungry Jack’s provides to the Australian community.

I appreciate your attention to this matter and look forward to...

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