TOM's Famous Family Restaurant 19 — Restaurant in Apple Valley

I just left this restaurant. Unfortunately, I did get questioned when ordering after telling the waitress I would like extra ranch, with an attitude she replied "it comes with two" & I had to tell her again that I would like extra. After that she had an attitude the whole time as if ordering extra ranch was such a crime & I could not understand why it was even an issue at all so I let it go after finally ordering a cheeseburger combo, French toast & a grilled chicken salad. A different waitress had brought out my children's food as I sat through more than half of their meal waiting for a salad. I finally got up when they were about to finish their food and nicely asked for a refund so we could leave without making my kids wait till I was able to eat. I was asked why & explained. While explaining the waitress with the attitude walked behind me to the table & said "I have you food right here" so once again, I dropped the issue & started eating. My son pointed out that the waitress who seemed as if she didn't like me walked behind the counter & informed her coworkers & literally the whole staff turned around from cooking & doing whatever to talk about my family & myself while one of the cooks pointed at us while talking about us in Spanish. At that point I had had enough & felt as if the waitress did something to my food & just asked for a refund of my meal, not all of the meals, just my plate. They refused at first saying their card machine doesn't allow such transactions. I explained why I felt alienated & felt the way I did & I got told it was not that & they did not spit in my food, even though I did not say they did. One of the cooks even agreed that it would be weird & he would feel the way I do if it were his family. Unfortunately the manager just kept talking in circles, never excepting any responsibility or speaking to the staff about making their customers feel alienated or unwelcomed. Especially, to point out that because I'm white I might not know Spanish & therefore don't know for sure if they were even talking about my family. This place is extremely rude with what they do to their customers. I have never dealt with such an experience at any restaurant before. I felt my food was purposely held back & possibly tampered with due to personal feelings of a worker. I feel as if the staff in that restaurant will stick together & I feel unsafe eating their anymore. Hopefully they will not ever treat another customer the way they chose...

Update- 6/25- I took them up on their offer and went back for lunch on Toms. Well they made my frown turn upright! This time my order was done quickly and the service was great. I was explained by the manager, that they had a mix up with their electronic pads that uploads the online orders. I can understand things like this can happen. I am extremely happy because I was getting the service and treated well as Tom's has always done. I want to thank you Team Tom's for making it all better Again!

I placed an online order on the google maps app. It said online order thru restaurant/doordash but underneather it also said only doordash but I chose the top restaurant/doordash, for some odd reason it placed the order without me knowing at a the Toms 19 instead of 20. When my lunchtime came around from work. I drove over got in line at the Toms 20 and after 15 mins they told me that my order was not there and that maybe it was at the other Toms. So while I drove over I called to ask if my order was there and the lady said yes after I explain what had happened. She said no problem come its here. So when i got there i went inside to explain and to try and show her what happened on the website. But the line was long. I saw a waitress asked her if I could please pick up my already paid order. She went and spoke to the cashier and came back and told me i had to wait. I told her I cant wait its been already 35 mins. That my food was ready earlier and that i spoke to someone who said my salad was ready. So then I said forget it and left. I called and spoke to some lady who told me that i should come back because my salad was ready. Why did i leave. I told her my salad was ready more than 30 mins ago must be gross and that I called and when i came in i was told to stay in this long line. I had to get back to work without eating lunch. After a few days i called to ask for a manager to get a refund and i was told manager was off. Then i called again i was told to call a district manager and i left 3 voicemail and he never called me back. I have been told that i have to contact door dash for refund. But in all honesty, i think Toms should make things right and make sure the customer is happy. Lousy $13.69 for headache! I work near by and have alway gone to Toms for lunch. But after this experience I am really...

Went to Tom's which is a 5 minute drive for me and it was a 1 hour trip for one burger to go. I originally went through the drive thru and I made it far enough to place my order. I had to keep saying hello until someone finally answered and I could place my order. I then waited without moving for quite awhile. The person behind me had already backed out and then two more cars pulled in behind me. They decided to back out as well because of the long line that was not moving. I then backed out and went in. Multiple people were already waiting and after paying for my food I was amongst the others waiting for my food. The cashier was not even apologizing to the customers that had been waiting. She apologized to me but not to the many others who probably waited just as long as I did. After finally getting my food and getting back home after my hour roundtrip, the food was cold and did not even taste good. I could have gone to In N Out 15 minutes away and got two double doubles for the price I paid for one burger and probably made it back home sooner than I got home from this trip. Sad because this location used to be good. There needs to be some definite overhauling done in all areas before I may...