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Hi, I'm reaching out regarding an issue with a manager and my refund. on sat 5/4/24. I called the manager (Brittney) on 5/5/24 the very next day about this situation. I explained how our order was wrong and if we could get it fixed? she proceeds to tell me rudely I should have brought the food back. which her tone was very inappropriate, but I told her I do not live in Fort Mill and that it's a 45-minute drive from where I live, we just happened to be in the neighborhood when we stopped. on 5/8/24 I called and spoke with another manager by the name of Penny I explained to her again what happened and seen if we could get it fixed since my Sunday call didn't go as planned. I wanted to know if we came to the area in the next few days. she tells me to send my receipt to her phone number and an email she will credit my wings and entree if we can't come to the Fort Mill Location. After I hang up and do what I'm told she proceeds to tell me that her other manager said I hung up on her and that I didn't say anything about wings and that we didn't have wings. my receipt clearly shows that I had 2 orders of wings and we were missing one order of wings. she wants to go back and forth with me about something she approved while on the phone with me, so now I just want a refund because I don't want anyone calling me a liar fixing my food, I personally don't trust it. I'm reaching out because the general manager Penny has gone back on her word and has not refunded me or giving me credit for the missed food like she stated she would. I have audio text thread and my receipt to present to anyone when I get a response back. this was the 1st time we had ever tried this establishment and now I'm regretting it because of the experience I received.
Claimed loss: 23.88 the burger made wrong and the 1 order of wings
Desired outcome: Nothing. That is why I'm emailing you all because she did not stand by what she said to me over the phone.
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Oh for crying out loud she was NOT RUDE. If you want a refund, common sense is to return the food. Wamting you to return food, and telling you that you must do this is NOT rude. It is appropriate and common sense to return food back for a refund. Unless you ate the food and are lying of course. If you do not want to be called a liar then DON"T LIE.
Hey, since you've got the receipt and text evidence, try reaching out to SmashBurger's corporate customer service. Explain your situation clearly and share your documentation. They should be able to address the issue more effectively than the local managers. If that doesn’t work, consider sharing your experience on a review platform or social media to get a quicker response from them.