I'd like to preface this by stating I almost never post negative reviews. I feel that every place has an "off day" now and then, and typically give places a few chances unless the visit was absolutely abysmal. I have been to this Newk's location before and it was good. I usually love the 1/2 Caesar salad (the homemade croutons have been awesome!) with a side of the pimiento bacon Mac and cheese.
My last couple visits, however, have been lacking. My visit today was especially poor, and I will think twice before selecting this particular Newk's again.
-Slow, unfriendly, unknowledgeable cashiers. No smiles or any attempt to be friendly. I had to repeat my order three times, and she also told me that it wasn't possible to get a 1/2 Caesar and a side of Mac and cheese. Funny, since that's what I almost always order, and I saw that it was rung up on the register before. She eventually got it right, but it took much longer than it should have. I had intended to pay part of the total in cash and the rest on a card, but my confidence in her ability to process that was so low that I grudgingly put the entire amount on the card just to avoid the inevitable hassle. I asked for a large cup of ice water, and she unfeelingly said that was not possible without purchasing a fountain drink. By the time the interaction was complete, my usually patient kiddos were antsy from standing there so long.
-Slow kitchen, sub par food. I asked for light dressing on my Caesar (SAW the cashier enter it on the receipt) but received a salad absolutely swimming in dressing. The usually delicious croutons were stale and chewy. The Mac and cheese I've gotten there before has always been baked in the small metal dishes so that the bacon and cheese on top gets deliciously crispy, especially around the edges. Today it was slopped into plastic cups, clearly microwaved, not baked, with completely unmelted cheese and cold, fatty bacon pieces on top. Had to ask for my kids' milks that we ordered.
-Checked out staff. There was absolutely ZERO energy or friendliness shown by the staff with whom we interacted. One male cashier was very obviously watching videos on his phone at the counter. The back half of the restaurant was very warm (I was sweating!), and when some elderly guests asked that same employee if there was a way to adjust the temperature, he simply said "nobody knows how" and walked away. No sincere apology, no invitation to help them to a table in a different area. Just very checked out and there were no attempts to build rapport or make guests feel like their business was valued.
Today's experience, coupled with the very limited kids menu (literally everything is cheese, cheese, and more cheese... zero vegetable options) has ensured that I will be visiting one of the other many restaurants of its kind in the area in the future. read more