I just had the worst experience at this Cook Out location, and I'm urging anyone reading this: do…read morenot eat here. I know most people may not come across this review, but if you do, please take it seriously. This place was not only unprofessional; it was downright disrespectful.
I pulled into the drive-thru and waited 15 minutes in line. No big deal! I understand places get busy. When I finally reached the window, I ordered a chicken strip tray with double fries and a sweet tea. That's a simple order... I worked at Cook Out for over four years in North Carolina, so I know exactly how this should be prepared. It doesn't take more than four or five minutes and everything's coming out of the fryer.
After I paid, I sat at the window for another five minutes waiting on my food. I could see the cashier visibly frustrated, asking the fry station worker where my tray was. Eventually, a manager came over, asked for my order, and started helping the cashier put together everyone else's orders. About 30 to 45 seconds later, I finally received my tray.
But here's where things went completely downhill.
I opened the tray and saw crumbs...literally the bottom-of-the-bag scraps of chicken tenders. No full tenders. No meat. Just fried breading. I calmly showed the cashier and asked for a proper tray. One of the workers shrugged and said, "We can't help how the chicken comes out of the bag."
Seriously?
Then the manager, Toni, came over and asked what the problem was. I explained that these were crumbs, not tenders, and that I would like actual chicken strips. Her response? "Those are chicken strips." I told her, respectfully, that I've worked at Cook Out. I know the standard. I'm not being picky, I'm just asking for what I paid for.
She looked me dead in the face and said, "You can take it or leave it."
So I asked for a refund. She snarkily asked the cashier, "How did he pay?" I told her I used my card. She told me to tap it again for the refund. I was hesitant, because who wants to be double-charged for something they didn't even eat? But I complied.
Afterward, I asked for a receipt. Toni told me the printer wasn't working. I asked how I was supposed to know if the refund actually went through. She said, "Honey, you gotta trust me. I'm being 100%. What do I have to lie for?"
I'll tell you why that's laughable--because if you can't serve me a proper chicken strip tray, why would I trust you to refund my money...?
I asked for the corporate number. She told me, "You worked at Cook Out. Look it up." When I asked to see one of the bags or cups with the number printed on it, she rolled her eyes and said, "Look on the back of that big ass tea you got."
At that point, I said, "You're right. Thanks for the reminder. Have a blessed day." And I left.
I immediately called the 1-800 number to report the incident.
What's truly heartbreaking is that I love Cook Out. It was my first job, and I take pride in what the brand stands for. But this location? This was the most despicable experience I've ever had at any restaurant, and it pains me to say that. The lack of care, the disrespect, and the condescending dismissiveness from the manager were completely unacceptable.
If corporate happens to see this, please know: Toni should not be in any position that involves customer service. This location is giving your brand a terrible name.
Do better. Please.