I was in town with my husband and kids. we chose this restaurant due to the amazing reviews and thought it would be kid friendly. Unfortunately we had a HORRIBLE experience due to the shift lead/manager on duty.
First our meals all came out at different times. The two kids meals came out after we had ordered 15+ min, then 15+ min later mine, and then 10+ min after that my husband's and other daughter's was how we finally all got food. I will say the rest of my family was pleased with their food. they said it was hot and tasty.
However, my burger came out cold. the bun seemed like it had just been pulled out of the fridge, my burger cold and hard, cheese unmelted, and the cast iron dish it came in was room temp. When the worker came to bring my husband and daughter's food I did complain because it was inedible.
This person (she claimed.to be the shift lead/manager on duty) immediately got defense that there was no way it was cold, it has been on the grill for 20 min. I told her it was (and with her attitude) I said I wanted a refund. She informed me that it was company policy they did not give refunds, and she could give me loyalty points. I told her I was from out of town and that would not help. At this point she wasn't just being defensive, she was also being just flat out rude and snotty telling me it wasn't her fault.
She offered to make me some Mac n cheese instead, and I informed her that I was diabetic thus ordering the burger. I asked her to at least have it remade. She told me NO that it would be the same. I asked for a manager and she informed me she was the shift lead/manager on duty and the only one I could talk to. I asked for the corporate number and she told me they were not corporate. I then asked for the owner, and she said she couldn't give me the number.
I admit at that point I was irate. She was defensive, rude, and just out right nasty to me. I want to know what happened to customer service. I have done good service, customer service, sales, and management most of my life. I have never been spoken to/treated so horribly by a restaurant worker none the less a "manager."
I finally had enough and stated that if she would do nothing then I would call my bank and have our $70 charge reversed since I did not get actual edible food. She said fine and stomped off. I proceeded to contact my bank.
In that time she must have called the owner or a manager above her because I heard her complaining about me to someone on the phone right behind me. She did get me a refund and came over and slammed it on the table next to me staying "here is your refund." She then turned and stomped off without another word to me.
Needless to say I will NEVER go to a MacCheesey again ever no matter where I travel. They seem to not care about their customers or how the staff treats them if the owners allow such behavior from their employees and refuse to speak with customers. read more