@JASFLALMT wrote:

That's the point I would have asked to speak with a manager. I certainly would have refused to pay extra and would have demanded that they cancel the previous order and ring it up properly as a combo. That's just ridiculous.

@Aquiest wrote:

Cashier says she couldn't edit it because she already rang it up, and if I wanted a drink I would have to pay extra for it. I left without the drink and MF rejected the shop.

I agree with Jasflalmt and in this situation the client would certainly want to know that this type of thing is happening in my opinion. The shopper said she ordered a combo. It should not be the customers responsibility to make sure they rang it up right etc. I remember one restaurant that had a rewards club. It was a place where you ordered thru the cashier and they input the order item by item as you ordered. They were supposed to ask at the end if you were a member or wanted to join. My cashier did not ask me so I asked her. She had not yet printed the receipt or taken payment. She told me the same sort of thing...I could not get points as she had already put the order in. That place, which had unique and good food, went out of business a while later and I am convinced it was due to poor customer service of that type.

@JASFLALMT wrote:

That's the point I would have asked to speak with a manager. I certainly would have refused to pay extra and would have demanded that they cancel the previous order and ring it up properly as a combo. That's just ridiculous.

@Aquiest wrote:

Cashier says she couldn't edit it because she already rang it up, and if I wanted a drink I would have to pay extra for it. I left without the drink and MF rejected the shop.

As a customer (not a shopper):
Over the years, I like many others have been improperly "wrung up" at a fast food restaurant, not noticing until after the payment has been processed.

The majority of my experiences were similar: they can not cancel a tendered order. A manager gets involved. They calculate the difference, finding a way to collect or refund the appropriate amount. At this point, forget having a meaningful receipt. Their intention is to correct the problem with what should have been properly charged. Sometimes a manager just throws in the item, like in this case the drink, providing great customer service. Most times, they collect the few extra cents: IMHO not worth the amount of time and aggravation involved.

In one situation, I was so frustrated I demanded a full refund, refusing to accept my order.

As a shopper, we are caught in the middle here. We are required to pay attention to things we can control. Before paying: I can ask for my order to be repeated. I can look at a POS screen, most of the time, to verify the order is correct. I can expect to be charged a certain amount, then ask for clarification if there appears to be a discrepancy.

I can not require or insist on how a client resolves an issue, our job is to observe how an issue is addressed. As a customer I do not mind being remembered, as a shopper I do.



Edited 1 time(s). Last edit at 04/01/2019 04:27PM by isaiah58.

In response to the above..and I did not re read the entire thread again so maybe I am wrong. But it seems the report was rejected because the shopper did not ultimately get a drink after deciding not paying extra for the drink alone was the right thing to do. What if the shopper decided to pay the extra amount to get the drink and not complain or ask for a manager. What is to convince me they would not reject the report if I, the shopper, purchased the drink separately? I seem to remember the job required a combo meal. In either choice the shopper would be getting a different order than the required one. So it seems short of leaving with your meal so as not to stand out and returning and re doing the shop might be the only way to have this shop accepted. For that choice the shopper would need to pay for the first meal and spend extra time. That choice would not be acceptable to me. Unless of course there were instructions in the guidelines about what to do if they could or would not sell you a combo.

@sandyf wrote:

In response to the above..and I did not re read the entire thread again so maybe I am wrong. But it seems the report was rejected because the shopper did not ultimately get a drink after deciding not paying extra for the drink alone was the right thing to do. What if the shopper decided to pay the extra amount to get the drink and not complain or ask for a manager. What is to convince me they would not reject the report if I, the shopper, purchased the drink separately? I seem to remember the job required a combo meal. In either choice the shopper would be getting a different order than the required one. So it seems short of leaving with your meal so as not to stand out and returning and re doing the shop might be the only way to have this shop accepted. For that choice the shopper would need to pay for the first meal and spend extra time. That choice would not be acceptable to me. Unless of course there were instructions in the guidelines about what to do if they could or would not sell you a combo.

The last instructions I saw didn't actually say order a Combo, they said order a sandwich, side and drink. They said IF a combo was available to make it a combo.

" ORDER YOUR SANDWICH, CURLY FRIES, AND FOUNTAIN DRINK, BUT DO NOT SPECIFY A SIZE. Listen for the order taker to ask what size or suggest a size. Then ask for the size you want. We suggest SMALL! Do not special order or make any special requests.  If the sandwich is available as a meal, you will make it a meal. Otherwise the drink and fries will be a la carte. "

@roflwofl wrote:

" ORDER YOUR SANDWICH, CURLY FRIES, AND FOUNTAIN DRINK, BUT DO NOT SPECIFY A SIZE. Listen for the order taker to ask what size or suggest a size. Then ask for the size you want. We suggest SMALL! Do not special order or make any special requests.  If the sandwich is available as a meal, you will make it a meal. Otherwise the drink and fries will be a la carte. "

Oh, roflwofl I did not remember you were the OP. So it was available , or at least on the menu as a combo. But my big question is this...Did they have waffle fries for you woflrofl.? roflwofl?

@roflwofl wrote:

@sandyf wrote:

In response to the above..and I did not re read the entire thread again so maybe I am wrong. But it seems the report was rejected because the shopper did not ultimately get a drink after deciding not paying extra for the drink alone was the right thing to do. What if the shopper decided to pay the extra amount to get the drink and not complain or ask for a manager. What is to convince me they would not reject the report if I, the shopper, purchased the drink separately? I seem to remember the job required a combo meal. In either choice the shopper would be getting a different order than the required one. So it seems short of leaving with your meal so as not to stand out and returning and re doing the shop might be the only way to have this shop accepted. For that choice the shopper would need to pay for the first meal and spend extra time. That choice would not be acceptable to me. Unless of course there were instructions in the guidelines about what to do if they could or would not sell you a combo.

The last instructions I saw didn't actually say order a Combo, they said order a sandwich, side and drink. They said IF a combo was available to make it a combo.

" ORDER YOUR SANDWICH, CURLY FRIES, AND FOUNTAIN DRINK, BUT DO NOT SPECIFY A SIZE. Listen for the order taker to ask what size or suggest a size. Then ask for the size you want. We suggest SMALL! Do not special order or make any special requests.  If the sandwich is available as a meal, you will make it a meal. Otherwise the drink and fries will be a la carte. "

Due to timings, everything has to be on the one receipt. If the order is not on a POS display, I wait to hear it repeated back. If it is not repeated, I ask them to repeat it. I do not move to the next step without hearing and/or seeing that all three items were ordered. For those that shopped McD's we know the routine is pretty much the same.

@isaiah58 wrote:

If it is not repeated, I ask them to repeat it.

This could skew the shop results if you are to report whether they repeated your order at the speaker and also at the window. If you ask for them to repeat your order at the speaker, it may sway them to either repeat or not repeat the order when you pull up to the window. As a shopper, you're not supposed to influence the outcome one way or another if its a question on the shop form. You can ask them to repeat at the speaker, but only if they are not required to repeat at the window also. I do not remember what the guidelines for this particular client were, so you might be ok but I thought I'd mention it.

@sandyf wrote:

Oh, roflwofl I did not remember you were the OP. So it was available , or at least on the menu as a combo. But my big question is this...Did they have waffle fries for you woflrofl.? roflwofl?

I wasn't the OP. I just recognized the shop and knew all 3 items were required whether you purchased as a combo or as 3 separate items. and, no, sadly, no waffle fries ..... unless it's new .... but I like the curly ones pretty much. I like all the stuff that tastes good, is bad for you and is fattening.

@Aquiest wrote:

@isaiah58 wrote:

If it is not repeated, I ask them to repeat it.

This could skew the shop results if you are to report whether they repeated your order at the speaker and also at the window. If you ask for them to repeat your order at the speaker, it may sway them to either repeat or not repeat the order when you pull up to the window. As a shopper, you're not supposed to influence the outcome one way or another if its a question on the shop form. You can ask them to repeat at the speaker, but only if they are not required to repeat at the window also. I do not remember what the guidelines for this particular client were, so you might be ok but I thought I'd mention it.

With this MSC, and a majority of their restaurant requirements and guidelines, we are not paid if we do not order and also receive the required items. If an associate is supposed to repeat the order before delivering it, at a counter or window, it does not matter how many times they repeated it when the order was placed.

If the clients would trust us more, to fully assess an associates listening skills, then they would pay us when an order is incorrectly wrung up or delivered. The instructions put the onus on the shoppers to confirm the order was properly entered before we pay for it.

This situation exists across most MSCs. The receipt causes rejections regardless of what we report happened.

@Aquiest wrote:

@RACKYKAT wrote:

Marketforce is notorious for invalidating fast food shops, with no logical explanation or exception.

I ordered a combo at the roast beef place and the cashier gave me my sandwich & fries. I said "where's my drink?" and she said I didn't order one. I said "well doesn't it come with the combo?" Cashier says yes. I said I ordered a combo and I want my drink. Cashier tries to charge me separately for a drink, making the total twice as much what a combo would have cost. I refused to pay the extra and requested to pay the combo price (cause I only brought enough cash for the reimbursement). Cashier says she couldn't edit it because she already rang it up, and if I wanted a drink I would have to pay extra for it. I left without the drink and MF rejected the shop.

1. Steps for success on the roast beef shop:

(Listen) for "Would you like to make that a combo?" or "Would you like a drink and fries with that sandwich?" If she/he does not offer you this choice, you ask for a combo. (unless things have changed on this shop, you want to walk away with fries, drink and sandwich) Then you check your receipt. If it is rung up incorrectly, you correct the order to reflect what you need and if you are not given everything you ordered, you correct that immediately. (I think this client still wants shoppers to correct missing food items). I have not shopped this in a few months.