On Friday afternoon, I came to Mountain Fresh to order three chicken sandwiches with side salads. I…read morewas excited because I've always really loved this place, especially their chicken sandwiches, but unfortunately this visit was very disappointing.
When I got to the counter, I had a hard time hearing the employee taking my order because she was speaking extremely quietly, almost whispering. I asked for three chicken sandwiches, but she never asked what I wanted on them. I didn't think much of it at first because I assumed they would come with the usual toppings--lettuce, tomato, pickles, onions, etc. I noticed she entered "no cheese" without asking me whether I wanted cheese, which I thought was strange, but I didn't question it. I hadn't been to Mountain Fresh in over a year, so I genuinely thought maybe the way they took orders had changed.
When she asked what I wanted for the sides, I specifically said side salads with no dressing. She repeated "no dressing" back to me, so I thought everything was correct.
Unfortunately, by the time I realized how wrong the order was, I had already left. When we opened the food, the chicken sandwiches were basically just chicken and bread and were missing the toppings I expected. I then looked at the ticket and noticed that instead of entering "no dressing" for the salads, it said "no sauce." I'm not sure how "no dressing" became "no sauce," especially since she repeated "no dressing" back to me. The salads ended up coming with dressing.
My mom couldn't eat her meal because the dressing from the salad had gotten onto some of the chicken as well, leaving it with a vinegar/vinaigrette taste. She was extremely disappointed because she has also really loved Mountain Fresh in the past. We ultimately ended up throwing away food that we had paid for, which was frustrating and a waste of money.
What disappoints me the most is that this could have been avoided by simply going over the order with me and asking what I wanted on the sandwiches. I understand that mistakes happen, and I also understand that I could have opened everything and checked the food before leaving. However, I hadn't been there in over a year, so I thought their ordering process might have changed. When an employee repeats "no dressing" back to me, I also expect that "no dressing" is what will actually be entered.
My family and I have had good experiences with Mountain Fresh in the past, which is exactly why this visit was so disappointing. Unfortunately, based on the customer service and the number of things that went wrong with this order, I'm leaving one star.