NEW UPDATE/RESOLUTION added at the bottom of this post!
WARNING- If you are opposed to angry and/or ranting posts, you might wanna read about one of my great recipes instead of this post.
This is an open letter to Jack.
Today has been a difficult day for me.
Today I dropped my son off at the airport.
After being home for two weeks of R&R, he had to go back to Afghanistan, where he is a soldier in the United States ARMY. He will be stationed in Afghanistan for at least 9 more months before he gets to come back home.
I am not writing to tell you about our tearful goodbyes at the airport or about the countless hours of sleep I have lost worrying about my son while he is in a place where is gets shot at and can be hurt at any moment.
This letter isn't even being sent because I thought you would be glad to know that my son wanted his last meal in the United States to consist of one of your breakfast sandwiches and some of your Tacos.
I am sending you this letter to make you aware of one simple sentence that one of YOUR representatives said today that, not only enraged me, but also insulted my son, my family, and quite frankly, would insult every AMERICAN I know.
While on our way to the airport, we stopped at your Jack in the Box store #3692 Located on FM 1960 in Humble, Texas. We placed our order in the drive thru and pulled forward.
My son (who was dressed in his full ARMY camo uniform, and was VERY clearly visible while riding in my Jeep with the top off) asked the drive thru employee if this particular Jack in the Box offered the 10% military discount that he had been enjoying at some participating other locations during his time home.
(edited at 8:26pm 4/27/12 I did decide to alter this pic of the employee,
but have her name and a full copy of the pic on file if requested by management)
Below, find a word-for-word script of the brief conversation I had with your representative (pictured above, we'll call her "C")
Soldier- "Does this Jack in the Box offer a Military Discount?
"C"- "Military Discount? No,.. we offer a police officer discount sure, but have never offered a military discount... "Why would we? What Have They Done?"
Me- Excuse Me?!?
"C" - "Yeah, I don't even give the police their discount because of what they did to that boy who was wearing a hoodie and carrying Skittles!" "But, we've never had a discount for the military.
Me- "A simple no would have been enough!"
We got our food and left.
As I drove away, I began to fume.
NOT because this location didn't offer a Military discount, but of that one careless and rude sentence..
"What Have They Done?"...
What have they done??!!?? Really?
What "They" have done is defend our country.
What "They" have done is fight so YOU can have the right to say such insulting things without worry of punishment.
What "They" have done is put their lives on the line so we don't have to worry.
What "They" do every day is for Every American... Even the ones (Like "C") who don't support or respect them!
I know that the opinions and statements of your employees may not represent the feelings of Jack in the box, the company, but your employees are representatives of YOU!
When one of your representatives speaks to YOUR customers, they are speaking for YOU!
And today, Jack... I was extremely disappointed and hurt.
Today MY son left to fight for our country, and one of the last Americans he spoke to while home was someone who insulted him, his buddies, AND his country.
For that, I say Shame On You Jack!
Today, he left to fight for "Us", that's why I am fighting for "HIM" by bringing this incident into the light.
The food was very good by the way.
It's a shame that neither myself,my family or anyone who I can share this disturbing incident with will visit your establishments in the future to enjoy it.
Yes, I did try to contact your Guest Relations by calling 1-800-955-5225, I sat on hold for 32 minutes, and e-mailed them, before I gave up and wrote here instead.
You can feel free to contact me anytime at- Dana @ DanaClover.com
Proud ARMY Mom and AMERICAN!
UPDATE 3/28/2012 12:21pm-
I got a call from the area manager that serves this location.
He was very nice, he apologized profusely, He informed me that he does not agree with the employee's views and Jack and the Box does not either.
He said that this employee should have known better than to say what she did and she has always been a great employee that has received many compliments in the past.
He assured me he would talk to her.
He informed me that the reason I could not get through to the store manager any of the 17 times I called was because the phones must be broken, because when he called there today, they didn't answer either.
He is going to have someone check the phone lines.
He asked me to please come back to Jack in the box, and even gave me his personal cell phone number so I can contact him should this ever happen again.
I thanked him for reaching out to me, and told him I appreciated his sincere apology, BUT I was waiting for someone... anyone, from the corporate Jack and the Box offices to reply to one of my numerous messages, e-mails and/or phone calls.
After-all... THEY are the ones who might have the power to offer to make things "right".
What would make it "Right" you ask?
Well, I've given it a LOT of thought while waiting for the phone to ring (it hasn't).
- I would love to hear that they are going to include a little snippet in all new employee orientations simply stating. "If you have a problem with the political views, race, job, handicap, sex, religion, or other beliefs of one of our guests, KEEP THAT INFORMATION TO YOURSELF or you will be terminated." It is simple... it's also called "Sensitivity Training", This should NOT be needed... It SHOULD be common sense... But, unfortunately, it is becoming more "UN-common" each day.
- A written apology from this employee that I could send to my son would be nice.
- Want me to really sing about the AWESOMENESS of Jack in the box?? Load up a plane of your Yummy food and feed some troops! :)
No... I do NOT expect these things to happen, although, I don't think they are outrageous dreams.
BUT... As someone who has trained employees in customer service in the past, and who currently works in Public Relations, an offer to make things right, or SOME form of contact after an upset customer has reached out to you would be a REALLY great place to start!
UPDATE 3/28/2012 4:08pm-
Just finished an interview with FOX News.... eeek!
UPDATE 3/28/2012 7:10pm-
Just got a voice-mail from the corporate headquarters for Jack in the box, They are closed now, but she said she will be calling me back in the morning.
RESOLUTION UPDATE can be found HERE