I live in the area and this location is 5 minute drive from my house. I used to go to this location 1-2 times a month since they first opened. It's a real hit & miss with this location and not very much consistency with quality or portions and they have ZERO customer service or courtesy to customers.
I was really excited to try their new chicken sandwich after hearing so many great raves and reviews from the United States about this item. Our mistake was going to this particular location and not a different one for something new we wanted to try.
On October 4th, we stopped in to order 2 sandwich combos and a 3rd sandwich with an order of large onion rings. Don't be fooled by the pictures on their website or in store advertising, the sandwich looked NOTHING like the images or commercial ads - not even close at all. I wondered even if they gave us a different chicken sandwich.
The chicken was so small, soggy and not crispy at all. There was no mayo on the sandwich and just 1 pickle. The bread was good, but i didn't spend $50 for bread. I immediately called the restaurant and asked to speak to a manager, the woman that answered wouldn't let me talk to the manager. She just asked what I was calling about. I mentioned the issues with the sandwich - soggy, no mayo etc. She gave me some excuse about the mayo saying there was "some" but it was absorbed by the bread and that it as an issue they were having. I asked why they wouldn't explain that to customers and offer mayo on the side? She had no explanation as to why the chicken was soggy, missing breading and not crispy at all. She talked to her manager and offered us 3 sandwich credits (not the value of what we spent).
We were on the fence of going back at all, I really doubted that a revisit would give us a better product. However, after spending $50 on the previous visit and having a sandwich that looked and tasted like it was microwaved, we gave them another try. What a HUGE mistake that was!
There were 2 people ahead of my husband in line and 4-5 behind him. When he got up to the counter to order and ask for the manager. The woman at the counter went to the back to talk to someone (manager) and then came back quickly. She put the order through but not before turning to my husband saying - this is the 2nd time you have had a complaint about our food, nobody complains, our customers are all happy with our food, we have very good online reviews, but you have 2x now complained, you are no longer welcome in our restaurant. (The first time was 5 years ago when our tenders were pink inside).
WOW, because we spoke up about bad food & experiences twice in almost 8 years since they opened their doors, we are no longer welcome in their restaurant. This was also ALL communicated to my husband in front of the people ahead of him waiting for his food and the people standing behind him. One woman at the back of the line spoke up and said they were rude and she was appalled over what she was hearing, she walked out.
My husbands answer was:
When a meal costs $50 and you can't provide a customer what they ordered, a refund is the least you can do. The poor attitude and lack of customer courtesy is unacceptable, not necessary and that it was very disrespectful to be talked down to that way in front of other customers. Accept responsibility and be accountable for your mistake - especially after acknowledging it over the phone. AND, NO restaurant is perfect and without mistakes or bad online reviews. That was even confirmed further when we got home and looked up their reviews and saw many of the same complaints about undercooked chicken and bad reviews about how poorly they were making this new $10 chicken sandwich.
We got home and emailed customer service, which was even worse to get through to. It has been 5 weeks and we still have no reply back or call from the operations team. Customer service clearly doesn't read the emails either because after sending the date, time, feedback and visit to them on our take-out order, they kept referring to our experience as an online order!?!?
NEVER going back! They can keep their poor attitude, pink chicken and rubber chicken sandwich! Good luck staying in business with that attitude - and maybe start reading your online reviews, but they are NOT good, not even close!
End note: We were approached in the parking lot by 1 customer that was ahead of us in line and the person behind us. They had nothing nice to say about the staff at the location as well. One also said he was berated when bringing up poor quality food to management and since then had stopped in less frequently. read more