Secret Shopper

Back in college, I was a secret shopper on the odd occasion for retail stores and small restaurants. It was always fun, and extremely easy to do. The company I use to secret shop for seemed to track me down and asked if I would be interested in doing it again. I told them that I had moved but if they had anything in Denver area, I'd be happy to help out.

I had the pleasure of shopping Good Times Burgers & Frozen Custard. What a disaster of an experience that was! Good lord it was bad. The service was atrocious! To start, I am suppose to order a specific thing from the menu. I tried to order and the rude order taker wasn't having it. She was basically forcing me to get a combo, but lucky for her I can't get a combo. As I tried to order, I was interrupted 3 times. I finally make my order get up to the window to pay. I am greeted by an African American female in her early 20's. She is about 5'5" and maybe 280 lbs, she had a weave in her hair and tattoos all up and down her arms. Majority of them were tattoos of names, but I couldn't see the partial sleeve that was on her left arm. She really wouldn't be the person I'd like customers to see, but I don't own the Good Times Burgers and Frozen Custard shop, so I can't really make the rules. Swallow and Ames nicknamed her Shaneqwa.

I ask for a receipt the first time, didn't get one. As I am handed half of my order, I ask for a second receipt...I don't get it again! The order taker is standing by the window and yelling about how stupid the group behind us are. Talk about the worst customer service ever. After we sitting there for a few minutes (literally 3, I was timing them), the 15 year old working the frier came to the window and asked if I could pull ahead and he would bring the food out to me. Sure, I have no problem doing that. I pull ahead and park...but he food doesn't come, so I get out and stand in the window waiting on my food. The manager sees me and asks what am I waiting on? I explain the rest of my food and a receipt. The order taker then says to me "why do you need a receipt you paid cash." At that point I thought my meal should have been free, but the manager replied and got me a receipt. The rest of my order was finally ready (fast food that took 11 minutes), I am not so sure it should really be considered fast food!

Needless to say, I wrote a 790 word review on how poor the service of the order taker was, and a 200 word review on the cleanliness of the restaurant. Ames and Swallow were in the car, hysterically laughing. As I get back to the car, they ask what the order taker's name was. I respond that I have no idea because she wasn't wearing a name tag." Swallow then reminds me that they are usually on the receipt. Oh yes, there it was...Shaquana! Ames and Swallow laughed the rest of the way home...Good times I tell you! As for if Shaquana is still employeed is yet to be determined.