"We ordered breakfast and swung by to pick it up on our way to an appointment 5 minutes later and expected to wait 10 more minutes or so. They said it would be 30 more minutes. Ok. We will skip breakfast. But they said they could not refund us because we ordered online. We went to the order online and there was no way online to cancel and get a refund. So we asked if they could not refund us, could they just rush it this one time, and get it done in 10 mins or so. It was just two breakfast burritos. They said no. So it seems I am out $25. Customer service is so important. I work in marketing and businesses that do not grant their staff the ability to fix problems die. Ones that do grow. This problem had an easy fix. Fixing problems is how you stand out and thrive as a business and get 5 stars. A refund is the minimum that should have happened. But no one had the power to make tge decision that is best for the business, the business’s reputation. I should have been refunded on the spot, cash if necessary, or a gift card for the amount minimally, if they could not fulfill the order. And maybe even offer a coffee or something for the trouble. They can figure it out later on their end. We were not rude or demanding but did expect an immediate solution to the problem. I am still out $25 and have no breakfast. They said they would call me. We will see. But even if they do, it should have already been taken care of."
