Carl’s Jr. — Restaurant in Airway Heights

To start with, I'm not a Karen that runs around complaining on-line about stuff. Most of my reviews are 5 star. I got through college in the food industry and appreciate good service. I tip well. And I am now a retired CPA/business advisor. Over the years I had many food establishments, including franchises, as clients, so I know how your store is supposed to operate. Visited this store on Saturday, August 10th around 9pm. Two employees were working, Ben and a "new guy". We frequent Carl's a lot and have never had anything like this happen before. Horrible experience. New guy takes our order, appears Ben is going to prepare it. We sit down to wait. We notice Ben yelling consistently at the new guy, telling what to do, telling him he screwed up. You could hear it clear in the back of the store where we were. Not cool. It was clearly abusive. At one point, the new guy tells Ben he has had enough and is leaving. More yelling. He doesn't leave. Meanwhile another group, four Latino fellows, come in and order. We are still waiting. Finally, the new guy starts bringing food out to the party of 4. They look at their burgers and go back up and tell the new guy that this isn't what they ordered. New guy tells them "yes it is, that's what you ordered." My wife had ordered her burger wrapped in lettuce, no bun. One of the Latino guys' burger is wrapped in lettuce, no bun. When he complains more, he is given buns over the counter. They kind of laugh it up and eat up. New buy brings them even more food. At this point, we realize he gave them OUR food. My wife goes up to enquire. New guy says "we'll get your order out right away." Ben, a few minutes later, hollers "I already cooked this order and am not cooking it again!!" We wait a while longer. Nothing. We watch the new guy bring a wrong order to another wrong customer. Ridiculous. He doesn't know what to do with it, so just leaves it on the back counter. I finally go up and ask for my money back and say "I've been here almost an hour." Ben wants to argue with me, saying "it's only been 40 minutes, that's not a long time to wait." SERIOUSLY!!?? We walk out and get much better service over at Taco Bell, although I really wanted a burger. I was upset at Ben especially for his abuse and also the ineptitude of the new guy. But thinking about it, it isn't about them. It's about piss poor management and ownership. Ben has never been trained on communication, leadership, and training skills. The new guy was not trained on how to use a system to match up orders with customers. The result was chaos, verbal abuse, and I feel bad for the new guy being left alone in the store with a personality like Ben on what I believe was his first shift. All I can say is this store and its owner are an obvious and absolute blight on the fine reputation of all Carl's Jrs! Get it together or sell your...

Last night we had placed an online order. When we had arrived it hadn't came through yet so I waited, which was totally fine. They only had three staff on shift, manager with a pretty severe injury, and two staff, I was only able to get the name of one staff which I am super disappointed in her reactions and responses, tbh I would have fired her on the spot she wasn't doing anything but trying to get off the clock, the store was slammed order after order coming through drive thru, she just stood there watching even when she could see the guys were struggling to keep up, she clocked herself out mid mess, personally I would have jumped in myself if I could have! The two guys amazed me on the other hand, working and communicating as a team in a super stressful situation they both handled every challenge the best they could with only two people and some pretty big orders they overall kept it straight. I asked the manager about his Injuries to be informed he was hit by a car just the day before in a sling and all running the entire store grill and all! I'm sorry I didn't get the names but someone needs to give these men a bonus they were rocking it!! Hopefully they both see this because if nobody told you by the end of your shift you rocked it great job with stress management and commitment to serving your customers last night! To the upper...

These guys try hard, they miss the mark from time to time, but at least they are trying to work through the short staffing with better than average customer service, they at least communicate and engage with you and I have not noticed their lobby is ever closed. I will say, if you cannot handle the drive-through, the lobby, and the 3 party delivering options, like UberEats Door Dash, and others I would close my drive-through. I think it's unfair to the staff and customers who call ahead or take their time for a sit down experience to be marginalized by a short staffed location who prioritizes the drive-through! You guys easily beat Jack in the Box (yep calling them out in Airway Heights, they suck) and a couple others who resort to closing their lobbies. I think closing your lobby is a huge mistake.

Scaling your business should be the last thing you do. So take it back down to single lines of effort like the lobby business and then expand to online orders and the drive-through!

If you cannot support the Lobby with the labor you have, the drive-through is likely operating at a clip higher than you can sustain with your lack of labor. Just saying!

Needs work, but not terrible, and better than average customer service in...