Goodcents — Restaurant in Bonner Springs

There are few times when a store can screw up so royally so as to make a dedicated customer decide never to return - this is one of those times.

The other day while my son was at swim lessons I placed an online for three sandwiches. The app said the order would be ready at 6:17pm. For those of you who've had kids take swim lessons you probably recall how hungry they are right after they finish. So we pull up to the Goodcents speaker within a minute or two after the quoted time and let them know that we're there to pick up our order; they have us pull around. Immediately have us sign a credit card receipt and go to get our food.

A couple of minutes later the gentleman comes back and asks if we have our food yet. I tell him no; he then asks what we had again. I tell him, and he wanders off again. Another 5-10 minutes pass while we just sit there, ignored. From the drive thru window we are able to observe other customers walk in, place their order, have it made, pay, and leave. Once again I wave my arm, trying to catch their attention. I'm told they're working on it. Finally, after 15 minutes of waiting at the window (and dealing with hungry, fussy kids the whole time) for an order that should have been ready on arrival our food was presented. I asked to speak to a manager, but the manager on duty was too busy.

We get home, and you guessed it - order was wrong. We'd ordered and paid for double meat on one of the sandwiches that wasn't there. I submitted a grievance via there app and expected someone would contact me the following day - basic customer service. Boy was I wrong!

After hearing nothing by 3pm the next day I called the store and spoke to Christian, the alleged general manager. I explained what he happened, and that in light of the failure to provide the food that I'd paid for, the glaring failings of his team in ignoring us while dealing with walk up customers, and the fact that I was a fairly regular customer (as confirmed by my order history in the app) I was requesting a refund of the order. He agreed, but stated he'd need to check with some people to figure out how to do it. He promised a call back later that evening or the following morning. When I'd heard nothing by 2pm the following afternoon I went ahead and called him back. Luckily he answered the phone, and stated he was waiting n someone in Topeka to tell him how to issue credit. About 20 minutes later I got a call from "Paige", saying that Christian had told her to call and let me know that rather than the refund he'd agreed to I could come back in and they'd make the sandwich correctly. The fact that Christian had already agreed otherwise was irrelevant. I asked to speak to him and he'd conveniently just left.

While the food was typically good, the fact that this simple $25 customer service matter was so thoroughly botched has turned off a lifelong customer from this location. I'll also be doing my due diligence to avid any other properties that are ones or managed by...

My husband and I have been to this location several times recently. The first time I went in I got the Chicken Alfredo and it was still frozen in the center so I took it up to have it reheated and wasn't treated very kindly but they heated it up regardless and it was fine. The other few visits were okay. Not great service but the food was good. My husband and I went in today and were really turned off by the way a few things were handled. One woman in particular seemed to be having either a drug withdrawal or was seriously ill while making my sandwich. She was shaking so bad she could not put my sandwich together and she had sweat rolling down her face. She turned around and walked off in the middle of making my sandwich and a young woman picked up where she left off. It seemed as though everybody knew something weird was happening but nobody addressed it. She came back to find my sandwich had just finished being heated in the oven and started to finish it. She was still shaking and sweating profusely and tried her hardest to put my sandwich together and wrap it. The girl at the register was very kind but double charged us for a sandwich and we had to be refunded. She finally told the other woman to go sit down and get a drink. She came out and sat down, still shaking, then got up and walked back to the bathroom and came back a few minutes later like she was a whole new person. It was just really weird and left my husband and I a bit queasy and not even wanting to eat our food. We probably won't be back to this particular Goodcents location...

I don't understand why the drive through workers ask you to hold for a long period of time, every time you pull up to place an order. Doesn't matter if there are any cars in front of you or not. They are never available when you pull up. A couple of times they've asked me to wait and then forgotten I was out there (its not b/c they are busy/ I was the only one in line). Additionally, they are always out of something you are ordering (cookies, chips, etc.).....

This just in: I recently started going back to this goodcents (close to work). Not only do they still make me wait (when there are no others cars in the drive through), but the last 2 days I've went there they've forgotten to put cheese on my sandwich.

I'm done with this horrible Goodcents store....