Carl’s Jr. — Restaurant in Westminster

First time I went to this Carl's jr. I had a horrible experience, in which the manager on duty she realized she had done a horrible job and that things were not correct. To make up for it, she gave me a coupon. I appreciated that. Today I decided to go back and with my coupon give Carl's Junior a second chance. However, my order was completely wrong. I did not get the things I asked for. I was not shown any kind of courtesy or concern. I then called the store, after leaving and realizing that more of my order in the bag was wrong , talk to the manager. His name was Julio. I let him know about my experience, and his response was, "he's new and I will have to train him". I then asked why he would put an untrained employee in the window who has no idea what they're doing, and then make your customers wait 15 to 20 minutes for an order. His only response was, "sorry". At that point, I asked for the district manager's name and phone number. He informs me that he did not know the district manager's name and then provided me the phone number. When I ask for the regional managers number he informed me that I could get it from the district manager. He ended the call with, "you don't have to come back if you don't want, have a nice day."

I don't know what kind of standards Carl's jr has for its employees. One would think loosing business and money would be bad for any company. This in particular manager was pushing me as a customer away. It was not any rush/peak times of the day. It was 9am. There is no excuse. As a manager, Julio, set his employee up for failure and then instead of owning up to his laziness he decided to tell me I don't have...

Lily is awesome! (I keep second-guessing whether I remember her name right, but I think it's Lily -- nighttime drive-through worker.) If the review were just about her, it'd be 5 stars! I was surprised and confused by the dumb bot ordering system, especially because I needed to order my burger modified and ask a question about ingredients. But I asked it if I could talk to a human, and Lily took over and was fabulous and funny and we had a great interaction!

Ultimately, the sandwich was slightly lacking (I suspect the cream cheese would usually go on the bun, so it was forgotten on the lettuce wrap version I got, and the jalapeno popper burger really hits differently without it -- but I don't blame any employee for that, because I'm sure there's little actual training/standardization about how to prepare rare alternatives like a lettuce wrapped burger) ... But I'm still glad I got the treat, it sated my craving adequately, and Lily was just so fun and pleasant that I remember the interaction positively!

I hope management treats her well, and I hope corporate gets rid of the...

UPDATE #2::: Now we have to save labor with a AI taking speaker orders and it couldnt get the order right again. You need real people taking orders not this robot BS. Not coming back. Your company changes the super star which O.G. sandwiches need to be left alone!!!! Whatever lettuce change happened ruined the sandwich. Its always to big and thats almost all you taste. And hardly any sauces anymore. Dry. Made wrong. Not paying 12 dollars anymore and this isnt even what it cost as a combo. ORIGINAL: Mainly cause i dont want cheese, dont get charged for it but of course there it is. Seems to happen 9 times out of 10 at every location I've been to. But it's the system i think to blame. Instead of saying "super star" for instance in the computer (the ring up for no cheese) it should actually say "super star NO CHEESE" so that the employees feeling rushed already don't read it too fast and make it wrong. To them a super star is a super star and it comes...