Carl's Jr. — Restaurant in Riverside

Dear Ms. Vilma,

I hope this letter finds you in good health and high spirits. I am writing to express my deep

dissatisfaction with an unfortunate incident that occurred at your fast food restaurant on 7/17/23

during my recent visit. It is disheartening to report that one of your employees, Alexis or Alexa (I

couldn’t read her name tag well), made a highly inappropriate and unprofessional comment,

calling me a liar. I believe it is crucial to bring this matter to your attention so that appropriate

action can be taken to rectify the situation.

On 7/17/23, I visited your establishment and placed an order at approximately 6:40pm. As a

customer, I expect to be treated with respect and courtesy, irrespective of any potential

disagreements that may arise. However, during my interaction with Alexis/Alexa,I was subjected

to offensive remarks that left me deeply upset and disappointed.

The specific incident unfolded when I raised a concern regarding the incorrect order that was

handed to me. Rather than addressing the matter professionally, Alexis/Alexa displayed a

complete lack of respect by accusing me of being a liar. The comment was not only rude and

offensive but also completely unjustified, as I was simply attempting to rectify an error that had

occurred.

The incident left me feeling humiliated and disrespected, tarnishing my perception of your

establishment and its commitment to customer service. As a loyal customer who has frequented

your fast food restaurant for several years, I am appalled by the behavior exhibited by one of

your employees. It is disheartening to witness such unprofessional conduct, which undermines

the positive experiences I have had in the past.

I firmly believe that every customer deserves to be treated with courtesy, empathy, and

understanding. It is the responsibility of your staff to uphold these principles and ensure that

interactions are conducted in a respectful manner. Regrettably, Alexis/Alexa failed to meet

these basic expectations during my visit.

I kindly request that you address this matter promptly and take appropriate disciplinary action

against [Alexis/ Alexa]. It is imperative to provide proper training and guidance to your

employees, emphasizing the importance of professional conduct, respect, and customer

satisfaction. Furthermore, I suggest implementing measures to prevent similar incidents from

occurring in the future, such as regular employee training and establishing a feedback

mechanism for customers to report misconduct.

Additionally, I would appreciate an apology from the employee involved and would like to be

assured that necessary steps are being taken to avoid any recurrence of such behavior. As a

customer, I value the positive experiences I have had at your establishment and believe that this

incident can serve as an opportunity for growth and improvement.

I hope you will take this matter seriously and address it promptly. I trust that you will investigate

the incident thoroughly and take appropriate action to ensure that such incidents do not tarnish

the reputation of your fast food restaurant. I look forward to a swift resolution and a satisfactory

outcome to this situation.

Thank you for your attention to this matter. I anticipate a timely response to this complaint,

outlining the steps that will be taken to address the issue.

Yours...

I have coming to this Carl’s Jr. for a couple years now ever since I moved to riverside. I usually experience a problem with one of the workers there in particular. I believe he is the manager, his name is Carlos. Always with bad attitude.

My brother and I went a week ago on Monday Jan 14, 2019

We went through the drive thru and ordered a meal which was about $14. He took a little more time than normal to give us back our debit card. We wondered why he took so long but didn’t think much of it. After we got our meal we drove home. When we got to our house, my brother got a notification on his bank that Carl’s Jr. charged him again, but this time it was $74.— We immediately went back to figure out what had happened.

We went back and spoke with Carlos about the issue and all he said was “oh it was a mistake, we refunded it” I told him if he can show us a receipt and he just went to the back and showed us a crumbled receipt. I asked if we can get a copy and his answer was “why?” My answer was “why?! Because we need a proper documentation stating that we’re getting a refund” Carlos- “You’re going to get the money back so there’s no need for a receipt”

No apology for the inconvenience or nothing so we asked how long it’ll take to reverse the transaction. He stated 1-2 days.. so I asked “why didn’t you let us know right away when you made that mistake” His response? “I’m sorry is this your money” Just to be clear, it was my brothers card but I asked him a simple question and again no apology. He shouldn’t have answered back like that. I got mad of course and told him off because it is not okay to not let your customer know when you make a huge mistake like that. He said don’t worry it’s going to be back in your bank in 1-2 days.

Well it’s been a whole week and we still haven’t received the refund. To my understanding, he should of been able to post void the transaction so it’s a little fishy that we haven’t received the refund after a whole week.

My brother went back to the store 2 days ago and Carlos said it’s going to take another 1-2 days.

So overall, horrible horrible experience. Never coming back here again because we don’t feel comfortable getting service from him. We’ll see if we get our money back tomorrow. Oh and when we were walking away, he was laughing with his other coworker. I told him he shouldn’t be laughing especially when he made an...

I would’ve had a picture of my food but I smothered it down. If you are tired of fast food giving you cold food, then this is the place to go. I love Carl’s Jr. because not only is their food always hot and delicious, their service is great. The manager Carlos is so nice and so helpful along with some of the staff I have come to know. I became a regular here since I started doing my schoolwork online. It wasn’t only because I needed a place that had good food and nice staff, it was because I also needed somewhere clean and quiet. Since I need it to be clean and quiet for me to focus on my schoolwork, this has become the perfect spot. Doesn’t matter if I come by in the morning or the evenings, all the staff does a great job. I even seen one of the staff cleaning the lamps. Most people miss the details to cleanliness but not here. This place is also big enough that even with people there we aren’t all right next to each other so we can breathe and have a good time. Thank you Carlos and staff. See...