Imagine my friends' and my excitement at taking a much-needed day off from work and spending it at Six Flags Great America in Gurnee, IL, during a beautiful day in July. Then imagine a big, scary monster taking that excitement, butt-raping it, stomping it into the ground, then pissing on it. And then imagine that monster is Johnny Rockets. Such was our experience in your restaurant at the park on Monday.
We arrived eager to jump on the rides. But knowing we needed to eat first, we went to your familiar restaurant only to have to endure a 40-minute wait for two simple hamburgers and two orders of fries. Nothing special about them - didn't ask the burgers to be cooked a special way, didn't request a Beefsteak over your Paste brand tomato, didn't want the buns toasted differently.
I realize that everything is cooked-to-order, however regardless of what your manager, Rachel, explained to me, normal waiting time for a burger and fries is NOT 20-30 minutes, especially from a fast-food burger joint. How do I know this? Because two friends who accompanied The BF and me received their burgers and fries within 15 minutes. Still a long time to wait, but in the context of never receiving anything, I'd take the 15 minutes.
I requested a refund, which I was given. However, the refund was not accompanied by an explanation, an apology, or any other attempt to hopefully salvage my business or provide any type of basic customer service. Somehow, I found no comfort in Rachel's explanation of "it takes as long as it takes."
I'm not sure what happened to customer service in this country, but your company reflects its downfall, or complete lack thereof. And you should be ashamed. Tsk Tsk...
And at an amusement park . . .