Carl’s Jr. — Restaurant in Tucson

I placed an order on the app at 6:24am. I arrived to find the restaurant closed for maintenance. I was told that the restaurant would be open at 7:00am. I attempted to call the store at 7:00 am & would get a busy signal each time I called. I finally got through & was met with an immediate attitude from Maritza. She cut me off as I was explaining the situation saying " we haven't received any mobile orders all morning". I explained to Maritza that my account was charged & I have the email to prove it. She said she doesn't know the details of my order & could not make it. I then explained that my email contained the details & I would gladly show her. She then argued that I would have to request a refund online for my order. I again explained that I did not want a refund, only the order that I already paid for. And I told her it was odd that my account was charged & my order went through, but they did not receive it at the restaurant. If they were not open at normal time, then mobile ordering should have been turned off & maritza said "yes it should have been & was turned off right after your order" I told her so you did receive my order? then why not just make it?? Which she continued to argue & tell me I have to go online for a refund. I then asked for her district managers name which she told me it is Christina . I then asked for her general managers name & she again said Christina. I confirmed that both managers names were Christina? She then stuttered & reluctantly said the district managers name was "effie" I then asked for her name which she told me Marissa, I spelled it out M-A-R-I-S-S-A? and she confirmed yes. Unbeknownst to Maritza, my wife had arrived at the restaurant to pick up my order & bring it to the job site, as i was working out by the desert museum, and was unable to make it back to the restaurant. She observed Maritza put the phone down twice while I was speaking & seen Maritza grab a receipt from the mobile order printer & throw it in the trash, which I'm pretty positive was my order details and was attempting to cover her tracks. Come to find out her name is actually Maritza, not Marissa. I contacted the store after 10:00am when Maritza said the GM Christina would be in, Maritza answered the phone, I asked for the general manager, and maritza replied in an extremely rude manner "what do you want!?. I explained that I want to speak to her manager, not her, to which she replied "she's not here & I don't know when she'll be in" then proceeded to hang up on me. I called back a couple of hours later & asked to speak with Christina. I'm not sure if I actually spoke with Christina or Maritza, pretending to be Christina, but this person apologized for the inconvenience & told me they will refund my card, I also asked her to have the district manager contact me, which of course never happened. After two weeks with no contact from the District Manager, or refund, I contacted customer support & also asked them to have the District manager contact me. I received a refund & still no contact from the District manager. It truly makes sense now why Maritza behaves so unprofessional in the workplace, because the District manager is completely careless about how the restaurant is operated. Maritza not only lied about her name, receiving my order, but also lied about the district manager's name when she told me it...

I went to just get a1 single combo + onion rings. I saw that the line in front of me was taking very long , longer than usual so I thought they must be short of staff. I am very patient and considerate person to clear this out . The young lady at the drive-thru got my order wrong and handed me a bag with a burger and nuggets when I brought it to her attention that maybe it was someone else’s order. She again brought me 2 burguers and I told her that was not my order again. She got very angry and told me “then what do you want me to do about it” bitting her lips like she wanted to curse at me, I saw her getting more upset I told her all That I was asking was my burger and fries + some onion rings and to not be over charged for something I did not request. That maybe it was the next persons order she was giving me . She throws the bag at my face literally and slamming closing the window walking back to the back ignoring me. I put the bag in the outside counter and I parked my car turned my hazard lights on to get “someone’s attention” and minutes later Security walks to my window I explained to him what rude the girl was and I just wanted my CORRECT order to leave. So he says politely he’ll get it for me. Goes in and brings me back the incorrect order. I am telling him it’s not what I ordered again and then I can see the girl recording me and I told her all I needed was my correct food and my receipt witch it’s expected to be giving to me . She starts cussing at me and says “that she didn’t care anymore that her shift was over anyways -she’ll meet me outside” threatening me to wait for her! Security guy tells her WoW-WoW trying to calm her down and she starts bashing on him too. So I told them I was going to report her and he was my witness. I tried to be more than patient with this young girl I am all up for supporting young people in the work area because it’s not easy. But I do consider I gave her more than one chance to do things right! So I am not eating the food because now i’m afraid she spit on it because that’s the kind of girl she looks like shame on her now I am sure the other clients waiting in line even more than I did for there order got upset and i’m upset now for waisting money food and time that I will not get back for this low class of...

Subject: Customer Service Feedback – Tucson & Marana Locations

Dear Carl’s Jr. Customer Care Team,

After a five-hour road trip, my family and I stopped at the Carl’s Jr. located at 615 W. Congress St., Tucson, AZ to eat, rest, and change my 9-month-old baby’s clothes and diaper. Unfortunately, our visit there was disappointing. We immediately felt unwelcome by the cashier and the duty manager, Isa.

While reviewing the menu, my mom and aunt asked the cashier for the restroom code. He stated the restrooms were closed. I explained we planned to dine in and needed to wash our hands, but he repeated that the restrooms were closed—even though it was only 7:30 p.m. and the dining room doesn’t close until 10 p.m.—because they had already been cleaned. We asked to speak with the manager, who had been listening the entire time but only responded once we addressed her directly. Manager Isa fully supported the cashier’s decision and offered no solution or apology. Feeling unwelcome and unable to meet our basic needs, we left.

Because we genuinely enjoy Carl’s Jr., we searched for another location nearby and found Store #1101507 at 3790 W. Ina Road, Marana, AZ 85741. The difference was remarkable. Cashier Hanna, Manager Gemima, and their team greeted us warmly, listened to our story, and were as surprised as we were by the earlier treatment. They were extremely kind and helpful—bringing our food out to the outside tables and making sure we were comfortable. Their excellent service turned our evening around and reminded us why we love Carl’s Jr.

I hope this feedback helps highlight the importance of consistent customer service. Please recognize the outstanding team at 3790 W. Ina Road, Marana, AZ 85741 (Store #1101507) for their hospitality, and review the restroom-access policy and customer service standards with the 615 W. Congress St., Tucson, AZ location so other families don’t experience the same issue.

Thank you for your time and attention.

Sincerely, Bianca Montoya Sept, 16th 2025 bad Experience time...