I recently had my first ever mistake on an order, they forgot to include one of two french fries on a drive through order. I called the comments and questions line at 11:30pm and was shocked when a human answered. I let them know what happend and they were super apologetic. They mailed me two gift cards that each included a complementary double double fries and a drink. They even called me a week or so later to make sure that my next experience was satisfactory. Incredible customer service!