Red Rooster Halls Head — Restaurant in Western Australia

The worst service at drive thru I have ever experienced. This was the third rude time over 6 weeks and has got worse each time. Lady was very impatient with ordering as we were deciding the three orders over about one minute. Kept asking what it was we wanted three times as we were deciding.At no point was I rude. There was no hello and no price given at the end before driving on. Got to window and I paid by eftpos. Waited over 10 mins with no car behind us and one other customer at indoor counter. Wasn’t impatient about waiting but there was no ‘sorry won’t be long’ or ‘it’ll be a minute’ or anything, even though she came to window to eventually serve another car that by that point had come thru to order. A few minutes later food was being handed over when she suddenly took it back inside window and said ‘declined, you must try pay again’. Thought it was strange because normally that is picked up on eftpos machine at time of payment over ,10 mins earlier. I checked online a/c and said it shows to have come out on my phone , and she said ‘no, no payment. I said I wasn’t keen to pay twice when it’s showing it has been deducted from my a/c. She insisted again and we were then at a bit of a stalemate. She then angrily said ‘ok I let you food have ‘ at which point I said respectfully ‘well I think if it shows payment I believe it’s been paid for. I was made to feel as if I’d pulled a swifty and she reluctantly handed the food over without a ‘ sorry for the confusion, or the wait , or for the fact that she seems to hate her life or I don’t know 😳. I called back the next day to see whether they had received payment and to discuss the transaction. I asked for the manager and recognised the voice and asked her if as manager does she work in the drive thru also. She said ‘no’. After bringing up what happened I asked if it was her that served me and she said yes. Ok . (?) Turns out the manager of the store has absolutely ZERO aptitude of even the most basic customer service skills. I was met with her repeatedly interrupting and talking over me as I explained I thought it was pretty reasonable i was making sure I hadn’t received food without paying for it. She was really struggling to understand that point and after a half assed apology explained and that uber eats is really their priority (even at 9pm ) she was trying to wrap up ,hoping to now get off the phone and move on. Now I was annoyed and asked her whether she believed customers are important and she replied with a ‘yes’… I then thought I’d share my belief that she had no idea how to comport herself as a food service worker with customers. She then seemed to be reading off something with a generic ‘ we will aim to improve our service and apologise for the blah blah ‘ (unrecognisable speak). Looks like If you don’t order thru uber eats you require too much time and effort that they just doesn’t want to have. What the hell man. Or maybe is it that I haven’t accepted that this is how the many foreign take away franchisees choose to operate in our communities now and I haven’t...

One of the most unprofessional and disgusting fast food service I have ever experienced. Placed my order in the drive thru came to the counter and when the cashier repeated my order it was completely wrong. I told the lady it's wrong and proceeded to call out my order again, she stopped the person that was making it because they had put in smoky bbq instead of hot honey plus left off my Fries from the order. The woman who took my order, her name was vinu came after and handed me my order, rudely asking me why I changed my mind......I said excuse me, I told you exactly what I wanted I did not change my mind, she started shaking her head and mumbling. This was so rude. Please train your staff, poor customer service, this wasn't the first time. If she didn't understand my order she could have politely asked me to repeat it, not go off and do her own thing and accuse me of changing my mind. Absolutely disgusting will never purchase from...

Worst ever ever. Loud music so you can't hear yourself think. Overcharged 2 of 3 times I went...not acceptable. Food quality not up to standard. Many in the area boycott and go like myself to the wonderful Falcon store.

Red Rooster: In response to your request to fill out a complaint form - have done that now TWICE and no one has made contact. Begs the question - how well are your franchisee's monitored? The reputational damage to your brand in the wider community is massive. Have sent through another request for contact but as you are a franchisor, am not holding my breath.

Mine are minor issues - just feel sorry for the newbie who didn't know to avoid Halls Head (and patronize Falcon). A community post indicates that they are lodging a complaint with the Health Dept including pics of the raw chicken. What it has done is highlight how many of us have had exceptionally bad experiences at your Halls...