Casey's — Restaurant in Des Moines

Edit: I spoke w/ the store manager, Deanna, who was very apologetic & helpful. She assured me that a refund would be processed and would be having a conversation w/ the 2 employees involved.

I have NEVER had an issue with this Casey's location, but today, I would give zero stars if I could. This morning I ordered 2 breakfast pizzas and a dozen of thier Reese's peanut butter cookies. The cookies were specific for an event that we had to be at, at noon. I ordered through my account on the CASEY'S app for delivery as we were getting ready to be leaving. Nothing in my order showed out of stock when I ordered. The food was delivered on time by Doordash (thank you for that Doordash), however, instead of 12 Reese's peanut butter cookies, I received 2 Reese's peanut butter cookies, and a variety of 10 other cookies. I called the store and spoke w/ Dawn, explaining that my order was incorrect. Her response was, "Yeah, we didn't have 12 of the peanut butter cookies so I sent you a variety". I explained to her that I didn't want a variety, I ordered what I wanted. Again she responded with, "Well, we didnt have them". I told her that if they didn't have what I ordered she should have called me to let me know & I would have cancelled the cookies. She responded with, "Your contact info doesn't show on the order, I had no way to call." Now, I've ordered from Caseys through my app account plenty of times to know this isn't true. There have been times in the past, when something wasn't available and I received a call letting me know so they could substitute or cancel. If this isn't the case any longer, she should have cancelled the cookies, refunded me and just sent the pizzas w/a note or something explaining. She told me that if I didn't want what she sent, I could bring them back for a refund. I explained to her that I paid for delivery specifically so that I didn't have to drive to the store and was not going to drive over there when it was not my mistake. She said she thought she was doing the right thing by sending me what she had. Now, I understand wanting to fulfill a customer's order, but when it comes to food, you don't substitute without verifying that its ok first. She had no idea why these specific cookies were ordered and no way of knowing if anyone eating these cookies was allergic to something in the substitutions she sent. Again, I told her that if I wanted a variety, that's what I would have ordered. She tried to have a man working with her talk to me, since there was no manager on duty. He wouldn't get on the phone and just told her that if I was unhappy, I would need to call Doordash for a refund. I told her I didn't order it through Doordash & it can take forever to get someone on the phone with them. She then told me that my choices were to bring them back for a refund or eat what she gave me (Excuse me?). I contacted Doordash & explained the situation and that Caseys told me to get a refund from them. Nelson was very helpful, he even called the store & explained to them that this was ordered through the Caseys app & Doordash is unable to refund. He also asked why they didnt just cancel the cookies and refund me the amount instead of sending a substitue. He understood that could be a health or medical related issue. The man was just as rude to him as when Dawn tried to have him talk to me. Nelson tried to request a refund through the system on my behalf, but it was not allowed. Unfortunately, now I have to wait until Monday morning to contact the store manager and hope she makes things right. Luckily, we still made it to our event on time, however we had to stop at 3 other Casey's locations to track down 12 Reeses peanut butter cookies. I always order from this location because its convenient to my home, I can get it delivered and I've never had an issue. I will probably take my Casey's business elsewhere going forward. Think about your customer's needs when deciding if you should substitute without permission and do better Casey's. (Photo of the cookies. They look good. But this is NOT...

I have to update this, I've not been this upset in a very long time. I'm currently pretty sick. I ordered food and drinks last night to be delivered through your app. I left instructions for the delivery person to leave my things on the porch and just ring the bell and go. I fall asleep and wake up hours later. Nobody rang the bell, and they left my food sitting outside on the step IN THE RAIN. Did NOT bring my soda. To make things WORSE, NOBODY EVER ANSWERS THE PHONE AT CASEY'S. I tried to call last night, and I was actually trying to call the evening before as well. 6 calls, on hold for more than an hour in total. Last night I was so sick, and felt so badly, all I could do is sit there and cry! I was very feverish. I'm so lucky that I have a son who loves me, he drove all the way from Waukee to get my soda and have my food re-made, was late for his date on Vday. But I want a refund. I don't purposely pay for this kind of hassle. I want my order refunded. $20.54. Obviously this isn't the right venue for asking for a refund, but since you refuse to answer the phone I have very little choice. And no worries, I'll not shop there again. Neither will I utilize DoorDash. The dasher, Abner, feigned stupidity on the entire issue.

I don't know why I continue to stop here. They never have any coffee creamer, they never have any mountain dew, they never have any cookies they never have any donuts they never have any pizza. The store is always filthy and there's always at least three cars in the parking lot with people just sitting and then blurring their music and no less than two bums...

Rude rude rude.... I had a really bad night... no sleep... robbed ....and beat down...and unable to find my son who i havent seen in nine years... I went to get gas and used my cash app card and they took it all unbeknownst to me..I had been crying and went for coffee and my card declined.... I was in disbelief that caseys took my money.. all I had to go home on.. and she thought I didn't reply appropriately and began to argue with me... I agree the customer isn't always right...but we need to step back ... remove our tiny power trip and narcissism ...let's think about the other person and possibly think what they are going thorough and keep our ugliness to ourselves. Me I included.. but this day i just couldn't catch a break.. So after the argument with a clerk a guy was standing in there walking around pacing back-and-forth followed me out into the parking lot and begin fighting with me as well I just wanna go home to my tiny little town and live my life I don't want to come back to the city I can't believe how horrible people treat each other here and I can not imagine ever going back into that Casey's and seeing that clerk who had an argument with me and I don't know who she is but I will find out her name and I will call the owner of this store and if they don't walk her...