Horrible! Toxic Customer Culture Enabled by Poor Management
Pros
Agents were able to receive company stock.
Cons
There are not enough words to describe how horrible an experience working here has been. It started fairly enjoyable, then as my tenure progressed and the company grew, it was downhill from there. 1. The customers are very unpleasant overall. I’ve worked at restaurants and in customer service before, and nothing comes close to what I experienced here. Wonder has garnered the most disrespectful, entitled, verbally abusive customers I’ve experienced. The bending over backwards approach to customer service has only created a dynamic where customers have become so toxic to agents that it makes helping them effectively extremely hard. 2. The managers/leads enable and reward the toxicity of customers. So many agents, including myself, have been called out of our names, insulted, and even threatened. I’ve looped in managers during these moments numerous times, only to be told to give them and credit and thank them?!? Professionalism is one thing, but to tell us to thank an individual who treated us poorly is absurd. They even went out of their way and provided their personal schedules to these customers to give them more ammunition to come at certain times and act poorly, since they know they will be rewarded. Managers have blocked other customers for less (multiple accounts, promo misuse), but if they disrespect us, that’s fine with them. 3. The sheer incompetence at the restaurant is astounding. While I understand everyone makes mistakes, the restaurant staff is careless at best. Forgetting entire entrees, missing integral components (they sent out a chicken sandwich with no chicken!), and so many of the staff do not have their managers' contact information for things like sick days, time off, etc. They always called customer service for admin/store-level things. I had to leave for the sake of my mental health, as what I was experiencing was turning me into someone I didn’t recognize. If you have absolutely no other option, go ahead and accept it, but make sure you have an exit plan soon after. This is not the place to stay long-term at all.
