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Their people behind the counter at the Gaithersburg MD location taking orders don't speak enough English to understand what we want. I wanted a large cheeseburger with bacon, lettuce, tomato, mayo and jalapenos, and an iced tea. Jose tapped furiously at the keys on his screen for about 2 mins. I got the large burger with a couple items missing, a small cheeseburger, and fries....all about $14. When I tried to get him to correct it and refund a portion of the money, he could not comprehend me. Someone else had to help him. THAT person tried to make some excuse about the nature of the problem and at that point, I raised my voice for everyone around me to hear clearly and said "....the PROBLEM is that you hire people like Jose who come to my country and work here, dealing with the public, and he does not speak or understand enough English to do his job....and you wind up with angry customers !..."
Things got pretty quiet, and the girl quickly refunded me the difference. I don't use the little screens they installed for customer self service, because I prefer to be sure of what I am getting....and with all their nomenclature and pictures that don't quite look like what you actually get, you can't be sure. Those screens are there because they are trying not to deal with ordering, because they save money on hourly wages and the few people they DO hire are cheaper and less skilled.


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