Arthur Treachers turns a deaf ear.

I travel between five hundred and one thousand miles a week in my car for work, which means i spend a lot of lunch time at fast food restaurants. Over the years and miles I have had my share of problems at some restaurants,most of the time the problem was corrected on the spot or by contacting the main offices by e-mail. Several months ago i purchased a fish and chips meal at an Arthur Treachers drive-thru in Danville PA. It was several miles later when i stopped to eat it. It was one of the worst fast food meals i have ever seen, and i won't go in to any great detail, but the problem i have is that i went to their web site and files a complaint, not once but i am now up to seven times without any response at all. I guess it's one of the reasons they don't have many locations anymore. So, has anybody contacted them or any other chain and never got any kind of a response?

Not just with fast food, marcbla. I find that over half of the times I have tried to contact a company by sending them an email from their website that I got no response. Most companies put all their faith in the marketing department and don't read mail or email they get as long as they think the money will keep coming in.

Unfortunately, I think that your experience is pretty typical with outfits other than McD's, Burger King, or KFC. I have complained to Dunkin Donuts on the corporate level several times about the terrible quality of the coffee at certain locations, and never got a response. On the other hand, the aforementioned fast food companies are noted for good customer relations.

You are correct that there are few Arthur Treacher's locations anymore. As to why there are so few, this could be one of those classic cause & effect conundrums. However, I can report that I became ill with severe stomach cramps both times that I ate at an Arthur Treacher's restaurant!

I find that sending a written letter works far better then email (Hand address it, dont have your printer do it for you).. Someone in that office might hope there's cash or something in there and opens it... I already expect bad food from chains, so it's sensless for me to complain. I stoped there, I had it comming...
Roadfood, Mom and Pop stands, though rare, it happens, something goes awry. They've for the most part taken care of me. They take more pride in their product then some kid working at a fast food joint.

It is strange that this subject matter came up and I just received a reply from a recent complain I had. I have enjoyed Glory canned foods for some time. I particularly like their collard greens. They are spiced well and flavored with pork. I bought some recently that was very tough which I cooked them. I always add ham, pepper, onions, salt pepper in addition to their own spice. I sincerely thought that I had screwed up and sent them a email expressing that I thought I did wrong and to send me in the right direction.

I got a envelope today with a whole handfull of free coupons for about everything they own sell. I was more than pleased and a little embarassed.

I still think it is something I did

I really enjoy all their products.

Paul E. Smith
Knoxville, TN

Went to Arthur Treacher's in New Jersey. It was great. I miss the fact that it and H.S. Fish and Chips are no longer part of our society. Although I have learned the difference between true roadfood and chains, there are some chains that I would like to try maybe one more time. BTW, Nathan's is now a chain.

BB

I read a survey that over 50% of the companies that have websites don't have a person that is in charge of answering emails from customers.

quote:

Originally posted by markolenski

I read a survey that over 50% of the companies that have websites don't have a person that is in charge of answering emails from customers.

To that, I would add who in their right mind would want a job such as that, especially for franchised restaurants?

I don't know which is worse, that or getting am email that basically says, "Too bad, so sad. We don't care enough about your business to keep you happy."

I wrote to Dannon to complain about smaller cups of yogurt. A serving size of dairy is 8 ounces. Give me my 8 ounces, freaks! But no. "People surveyed" prefer the smaller size.

Or General Mills, who won't let me order boxes of Cinnamon granola bars from them. [|)]

quote:

Originally posted by stricken_detective

I don't know which is worse, that or getting am email that basically says, "Too bad, so sad. We don't care enough about your business to keep you happy."

I wrote to Dannon to complain about smaller cups of yogurt. A serving size of dairy is 8 ounces. Give me my 8 ounces, freaks! But no. "People surveyed" prefer the smaller size.

Or General Mills, who won't let me order boxes of Cinnamon granola bars from them. [|)]

Ya.. Whats up with them smaller Yogurts?? What country did they survey anyways? Dont they know us Americans like to eat??

Only once have I written to a restaurant's owner to complain. It's a single-location restaurant a few blocks from where I live, and despite their outstanding reputation, they provided the worst dining experience of my life. It was so bad, the hostess told us to leave without paying (I had tried to pay, but couldn't find out waiter.) So, I wrote an honest but non-confrontational letter, explaining our experience. To my shock, the owner never wrote back or called. I don't understand how a business owner can do that. It's probably no exaggeration that I have urged upwards of 50 people in my neighborhood to never go to the place.

Some time ago while spending a lot of time traveling by auto, for work. There was a time that I had a problem with Cracker Barrel and Quisnos. After cntacting them by E-Mail they quickly answered back. Both of them sent coupons and appologys. This told me that they cared about the people that spent thier money there, and took the time to let them know of any problems.

quote:

Originally posted by Sundancer7

It is strange that this subject matter came up and I just received a reply from a recent complain I had. I have enjoyed Glory canned foods for some time. I particularly like their collard greens. They are spiced well and flavored with pork. I bought some recently that was very tough which I cooked them. I always add ham, pepper, onions, salt pepper in addition to their own spice. I sincerely thought that I had screwed up and sent them a email expressing that I thought I did wrong and to send me in the right direction.

I got a envelope today with a whole handfull of free coupons for about everything they own sell. I was more than pleased and a little embarassed.

I still think it is something I did

I really enjoy all their products.

Paul E. Smith
Knoxville, TN

Here is a update on my email:

In addition to the handfull of free coupons from Glory, Today I received a huge gift wrapped basket full of their products. I was more than pleased and suprised. It was really nice

Paul E. Smith
Knoxville, TN

quote:

Originally posted by UncleVic

quote:

Originally posted by stricken_detective

I don't know which is worse, that or getting am email that basically says, "Too bad, so sad. We don't care enough about your business to keep you happy."

I wrote to Dannon to complain about smaller cups of yogurt. A serving size of dairy is 8 ounces. Give me my 8 ounces, freaks! But no. "People surveyed" prefer the smaller size.

Or General Mills, who won't let me order boxes of Cinnamon granola bars from them. [|)]

Ya.. Whats up with them smaller Yogurts?? What country did they survey anyways? Dont they know us Americans like to eat??

Uncle Vic;

I must agree with You, yep, who wants something smaller when it comes to food. Beside Yogart is suppose to be good for You, so why cut down on the size? They didn't ask me!!!!

Garry

I have had very good response from[url='http://planetfeedback.com/homepage/0,2585,,00.html']PlanetFeedback[/url]. I've used it twice, once for KFC (all right, I admit it: I sometimes grab something there!) and Princess Cruise line. Each time I was contacted very quickly by a person who listened to and acted on my complaints PlanetFeedback lets you compose a letter, then forwards it to the appropriate person--and then follows it up with you to see if you've gotten a response! Give them a try: if the don't have your company listed, they'll help you write a letter in a way they have found to be acceptable.

Thank you for that site, Rick F. :) I have written them a letter & will keep you guys updated.

I fully expect another "We dont care" email from the PR department.

Ooooooh, I think I'm going to write a letter to Glory Foods....

JK, that's cool, SD7.

quote:

Originally posted by Ralph Isbill

Some time ago while spending a lot of time traveling by auto, for work. There was a time that I had a problem with Cracker Barrel and Quisnos. After cntacting them by E-Mail they quickly answered back. Both of them sent coupons and appologys. This told me that they cared about the people that spent thier money there, and took the time to let them know of any problems.

same with me, long john silvers and arby's replied right away as well as applebees,.

Had a terrible meal at Cracker Barrel in Myrtle Beach. Complained to waitress and cashier, neither make any move to correct problem or get a manager. I was too discussed to push it. Got home a week later fired off an email describing my problem. In no time at all an email came back and a few days later a coupon was in the mail box that certainly impressed me.

There is no doubt in my mind, that if we don't complain to the head shed no one will know what happened. Go to the top and work down!