Johnny Rockets — Restaurant in Arizona

I arrived at 1:20pm today to get what I thought would be a quick lunch. I figured the lunch rush would be over by that time. I was completely surprised by the absolute train wreck of Johnny Rockets. There is a sign on the door that they are short staffed however their issues are more than just staffing. There were 3 servers, 1 line manager and 4-5 cooks (one person seemed completely overwhelmed so I am not sure if a new trainee or what ...) when I was there.

I was told by the front door person that it would be a 15-20 minute wait for a table even though there were quite a few (more than 8) empty, clean tables and an entire front counter open. I asked about ordering To Go and was informed that they couldn't do To Go orders even though there was a family ordering at the To Go station.

At 1:31 I was seated at the front open counter which is directly by the grill area, line manager and wait staff pick up area. The line manager and wait staff saw me seated however completely ignored me while they tried to figure out the food coming up from the grill. Since the order screen was in front of me, I could get a close view of how they were operating. The grill had a couple of "large" orders (one was 5 meals, another was 7) then a couple of small orders.

The grill area was cooking one ticket/order at a time so there was no grill efficiency whatsoever. There wasn't anyone collating the orders (typically done by the line manager) and calling for the correct number of items to be dropped simultaneously so today's food was coming out very slowly.

At 1:42, the wait server walked over and asked if anyone had greeted me. This server managed to greet people that were behind me in line that had been seated at tables after I was seated at the counter. I informed her that the front door person greeted me 22 minutes earlier. She stated they were short staffed then looked at me. I asked if she was going to take my order and she said sarcastically "that's why I am here". I placed my order (original hamburger, fries and water). I received a cup of water and napkins.

Staff were extremely stressed and visibly unhappy. Customer service was awful and staff acknowledged the bad service yet seemed completely resigned to providing bad service instead of working together to try to elevate and improve performance.

At 2:04, the line manager asked me about my order then informed me that my order was prepared wrong as the grill person made a cheeseburger instead of a hamburger. Since I am lactose intolerant and can't eat cheese, I informed the line manager that I couldn't eat it nor could I wait another 40+ minutes for food. The line manager said ok and turned his back to me. The manager made no attempt to offer any level of apology or customer service.

I walked out with no food. Overall, the entire experience was horrible and for the most part completely avoidable. They need to hire someone with restaurant experience who knows how to...

This experience was a disaster from the beginning. It took FOREVER to get our food despite there being hardly anyone in the restaurant. I ordered a grilled cheese sandwich with tomato. Grilled cheese was on the kids menu as well as on the adults. I just had water as a drink. I thought i was getting the adult grilled cheese but i was brought the kid's which included fries and a drink but cost more. I figured since I'm paying more I might as well get a drink but the waitress never brought one. They put 2 slices of tomato on a plate, none on my sandwich. They explained that putting tomatoes on sandwiches is a problem with thier grill. Huh??? My family wanted their drinks refilled but when the waitress didn't show up to check on us, my family helped themselves at the drink station. My sis ordered a chili dog which arrived with something resembling a small amount of diarrhea on top. Her words. And no cheese. She sent it back then it returned wth a few sprinkles of grated cheese added on top. They didn't melt the cheese. And then there was the bathroom. I walked in to find my nephew's wife trying to pour soap out of a massive jug. There was no soap in the dispensers and apparently they felt is was better to have customers pour out of the jug instead of filling the dispensers. The stalls had TP all over and the rolls of TP were out. The floors were dirty. But wait, there's more! My bill came and I was charged extra for choosing pepper jack cheese. I pointed out to the waitress that both the kids and adults grilled cheese offered a choice of cheeses on the menu. No extra charge was listed. She didn't care, saying thats the way it rings up. Someone asked for the manager to come over. She refused to get him! She said she was too busy! I went to find one myself. He took off the cheese charging saying the waitress is new. Her issues go beyond being new. She needs to learn manners. The whole place had mega issues!!! Don't know how they stay in business if it's like that regularly. If it was possible to give no stars thats what this...

Will never return here, it's not worth the time or the frustration.

My mother needs to stay away from gluten for dietary reasons, she asked for a chili hot dog with no bun. This REALLY shouldn't have been a big deal. The waiter Joey then asked my mom what would happen if it comes with the bun, since he states that he can tell the kitchen she doesn't want one but they still may put the hot dog in the bun. When saying this Joey had an attitude and put his face a little to close to my mom when reiterating that he can't guarantee the hot dog won't come with a bun.

Make sure that there's no bun when the food comes to the table, we are paying for low grade over priced food, the least you can do is make sure the bun is removed.

Don't get that close into someone's face when communicating with them and maintain a respectful tone.

Hot dog came with a bun and just onions, no Chili.

Niece asked twice for BBQ sauce and it took 30 minutes to get it

When taking initial orders they completely ignored one of the people in our group & we had to call them back.

When speaking to the Manager Johnny Boy, he was immediately defensive and also too close to my face. The way he communicated was extremely confrontational.

We had 7 people in our group, you'd think there'd be some level of respect in hopes of a tip.

I left fuming from the level of disrespect and horrid customer service, I used to love this place as a kid and it's obviously...