Erik Ribsskog
Flat 3
5 Leather Lane
Liverpool 7. February 2008
L2 2AE
Burger King Ltd.
Lakeside House
1 Furzeground Way
Stockley Park East
Uxbridge
Middlesex
UB11 1BD
COMPLAINT
1. I called your customer service department, on 28/12, and spoke with Louise, regarding
an incident in your Liverpool Lord St. Branch, on boxing day.
In the call, I explained that it seemed to me that there could have been a criminal
network involved in the incident there, that the incident on Burger King could be
linked with other, similar incidents I had experienced, at my former work-place,
and in other shops etc. in town.
I told your representative, that it seemed that the staf could have called another
person, who a few minutes later showed up in the resturant, and agressive and
was starring intensly at me, agressively, for no obvious reason at all.
I told this to your representative, but I think something must have gone wrong with the
comunication, because when I spoke with customer services Team Manager Jo,
on 25/1, then she explained that your customer services representative had been
investigating if the staff had been acting rude.
But I hadn't mentioned anything about the staff being rude at all.
And when I explained this, that it seemed a bit strange that I explained to your
representative, that there could have been a set-up from a criminal network that had
been taking place in your resturant.
And then it was only investigated if the staff had been rude.
I think this was a bit strange, so I thought I should maybe complain about this,
since I think this could maybe have been more than just a misunderstanding.
At least I think that this should be investigated, what it is that has really been going on.
2. I recieved a letter from your representative, on 5/1, and on 8/1, I spoke with your
representative Lousie again.
I wasn't sure if there had been a misunderstanding surrounding what went on with
the incident or not, but we agreed, that I'd instead send a letter, with an explanation,
regarding what happend in the mentioned incident on Burger King on Boxing Day.
Yet, your Team Manager Jo, told me, on 25/1, that the complaint-file, had been
closed on 9/1, before my letter had reached Burger Kings customer services
departments address.
I thought it was maybe a bit strange, that the complain-file would be closed, before
the agreed letter was recieved by Burger King, so I'm wondering a bit if this maybe
should be had a looked on, what the reason was for this.
3. When I spoke with your Team Manager Jo, on 25/1, I explained that I wasn't sure
if the investigation regarding the incident, on Boxing Day, had been investigated
correctly.
Especially since, Jo, told me in the phone-call 25/1, that it had been investigated if
the staff were rude.
Because this was not what I had complained about at all.
So to me, it didn't seem that my complaint had been investigated, like it should
have been.
Yet, your team-manager, insisted that the investigation mirrored the letter I sent
on 9/1.
Even if the complaint-file was closed the same day, before the letter was recieved
by Burger King, and even if Jo herself, said that it had been investigated if the
staff were rude.
And this, if the staff were rude, were not being brought up in the letter at all.
So I think it was a bit strange that Jo, insisited that your representative Louise,
hadn't corrupted the investigaton, or misunderstood, even if it was obvious to
me, that the investigation didn't mirror the letter I sent on 9/1 at all.
Like your Team Manager Jo, claimed that it did.
So I was wondering a bit, if this shouldn't maybe be had a look upon.
It seemed to me, a bit, like the Team Manager, was maybe covering up a bit,
for mistakes done by your customer services representative Louise, and your
Team Manager, wouldn't admit that it could seem like there could have been
some mistakes conducted during the investigation.
So I think this seemed a bit strange, that the Team Manager was insisting that
the investigation mirrored the letter, even if it was obvious to me, that it didn't.
So I think this should maybe be had a look upon.
The Team Manager and myself, agreed that an investigation, surrounding if
a criminal network or not, were involved in the incident on boxing day, should
be investigated by the Police, and not by Burger King.
We agreed on this, since Jo told me that Burger King wouldn't investigate this,
since she thought it was a matter for the Police.
And she explained that Burger King would not contact the Police, (due to some
company policy or something like that, it could seem to me from how she
explained it), but that this was my preogative, she said.
So I have contacted the Police regarding the incident on Boxing Day, but I
think that maybe also the actions from your Customer Service Representative,
and also Team Manager, should maybe be had a looked on, since it seems
a bit to me, that there could have been some corruption of the investigation,
and also covering up, going on.
And I don't think it's right that one as a customer at Burger King, should be
subject to customer support of belove standard quality, so this is why I'm
complaining about this, having worked with customer support for many
years myself in many different food-stores and also as a Customer Service
Representative answering calls on behalf of Microsoft etc.
And could also maybe seem that your staff could maybe be a bit involved in
covering up the episode at Burger King on boxing day, I think, from the
mistakes in the investigation, and from what which could maybe, a bit, be
seen as covering up by your Team Manager.
So I hope you have the chance to look at this in a responsible way!
I'll enclose copies of the mentioned documents.
Hope this is alright, and thank you very much for your help in advance!
Yours sincerely,
Erik Ribsskog