Zip's Drive In — Restaurant in Washington

My wife and I had THE worst experience ever at this Zips location that we have frequented hundreds of times since moving back to the Spokane area in Dec. 2002. We ordered the same thing we always order...a buddy combo with two double cheeseburgers and a well-done tub of fries from an employee named Gabby, who right away we noticed lacked any personality or customer service demeanor whatsoever (stay tuned for more on that...)

While my wife was eating, she found a hair in her double cheeseburger. She took it back up to the counter and showed it to a blond female employee (whose name unfortunately we do not remember) who was very genuine and apologetic, and also had a new burger made and brought back out to us at our table. We thanked her for making it right and went on eating.

Five minutes or so later, I also found a hair in my burger. I'm not sure why, but I felt bad about it and considered not doing anything, but in the end, I knew I needed to let them know about it, so I did. I talked to the same blonde employee as my wife did and she was visibly disgusted by it and again had a new burger made this time for me. She also offered a free shake of our choice, which we accepted. She should be commended for her customer service excellence!

About halfway through my second burger, I found YET ANOTHER HAIR in my burger. By that time I had lost my appetite for burgers altogether and went back up to the counter for a second time myself, third time between my wife and I, and this time talked to Gabby, the employee from which we had originally ordered. I let her know that I again found a hair in my burger, I showed it to her and as she took the burger I said, "I don't want another one, thanks," and she said, "Oh...well, I don't know what to tell you. Everyone has their hair up as they should," outside of that comment, she offered no apology or reparation of any kind for the trouble we had been through.

lt is my opinion that she should not be working in a customer service capacity at this or any store because she does not have the temperament to do so, lacking any kind of emotion or empathy of any kind, which does not reflect well on the establishment as a whole. I was so shocked and angered by her lack of empathy or emotion for the situation that we left as quickly as possible so as to not cause a scene.

In the morning, I went back to the location to talk to the manager, Jennifer, about the situation. I described the situation and she at least showed sympathy and offered to refund the cost of our meal from the night before (which was the least she could do) and which I accepted. She defended Gabby and her other employees, despite the unbelievable circumstance of 3 out 4 burgers having had hair in them.

One time is bad but understandably could have been an accident, Two times is unlikely and highly concerning, But three times is highly irregular and frankly intolerable.

In fairness to Jennifer, she did say she might need to have employees start wearing hairnets, which I agreed would be a good practice moving forward and I expressed that I hope it will happen. Time will determine whether that actually happens or not.

This Zips location has been our "go-to" location for hamburgers for more than 20 years, frequently meeting friends or bringing family that were visiting from out of town with us whenever we could. Looking at our bank account history from the past 10 months, we found that we have eaten at that location more than 30 times. Never in my life had I had such a negative experience at a restaurant as I did last night. One thing is sure, I will not be going to this Zips, or likely any other Zips location any time soon, if ever again, due to this...

Purchased a couple meals and a kids meal and some milkshakes. Go here all the time to support my children's school events and whenever I travel through Ritzville and Idaho and Spokane. They've got to change the ketchup policy. If I dine in I can have as much as I want through the drive through though nope only 4. I asked kindly for 2 more because with corn dogs, fries burgers 4 wasnt enough. A firm NO was my answer only four because of the quantity of french fries. Well some people put ketchup on others things. TOO BAD! You can buy some was what I was told. Frustrated with the amount of money I've spent at these resturants I say fine but note I am a dissapointed customer. The girl at the drive through window closes the window and procceds to have a conversation about me to the others while pointing at me. So unprofessional. I'm thinking oh well its just ketchup but Zips really has made it known in my eyes the customer is not right and they dont care about their satisfaction. I park and pull the ketchups out that they gave me and they are covered in a sticky yellowish brown syrup. So I have to now go all the way back to the restuarant to exchange the packets for new ones. You would think that since Zips made the customer drive all the way back because of them giving out mystery stained coated syrup ketchup packets maybe just give the customer two more and make things right. Nope here is your 4. So dissapointed. I asked for a district manager or owner they said we wont give you that information. This incident happened at the North Spokane location. Customer service is poor. I feel so stupid having to make this comment but wow what a sad way to treat your paying customers. Remember if you dont have customers you wont have any packets to give anyone. Hopefully someone from Zips management will see this and use it as a training...

Hunter is not willing (as the managers son (that he had no qualms of informing me of)) to work with customers. We ordered three Turkey Bacon sandwiches, one of which had no turkey. I called to let them know that the part we paid for in this one sandwich was non-existent. He then tells me that he remembered making our order and that he specifically remembered putting turkey on it. Which tells me that hes calling me a liar. If I wanted problems or was lying I would have said something other than "someone forgot the turkey on ONE of our sandwiches". He said there was nothing he could do and to call tomorrow because he's about to close. I informed him of the rough night I had and that I would DEFINITELY be calling tomorrow to speak with the manager. He then told me, as he was backpeddling that they we're short staffed and were slammed. In which case, it would be understandable that a certain mistake could be made. I said "who should I speak with?" and he replied with "Jennifer" and I asked for his name, which is Hunter, and his next reply floored me. "Jennifer is actually my mother so I hope you have a lovely night. Goodbye." Click. I tried calling back two more times at which point, my calls were unanswered. I hope you read this Mr. Hunter. For you to immediately accuse me of lying and not offer any assistance, and NOT take any responsibility, and take my families hard earned cash while flipping attitude and using your Mother as a crutch is appalling business. It means what to you? The cost of the turkey that we paid for? Apparently more than our business in the future. It would do you well to remember that a happy customer will tell 1 person while an unhappy customer will tell 100. I'm sorry you had a rough evening but it DOES NOT excuse that kind of behavior. We will...