Johnny Rockets — Restaurant in Arlington

Like many other reviews here, I did experience an issue getting my order but I do want to give a shout out to the manager on duty for taking care of the issue.

I came in and ordered on the kiosks that they have near the door a burger meal and a shake. After I placed my order, I found an empty table pretty easily and waited. Unfortunately this wait was very long with no updates, about 20 minutes before I gave up and walked over to the kiosk order pick up counter, which was separate from the normal pick up counter. I did receive a text with my order confirmation from six flags, but no further information about order tracking or when it would be ready.

After about five minutes of waiting there, I walked over to the main pickup area and explained that I had not heard my order number called and that mine from the kiosk was a little different (they were calling 3 digit pickup numbers over the PA but mine was a longer digit one and the last few numbers had not been called). I do want to give a positive shout out to the manager on duty from that point because she did take care of the issue once I had stepped up and mentioned it, personally making sure that my order was re-made so that it would be hot (they had made it but not called it likely to a technical issue or similar) and making the shake to enjoy while I waited for my food to be re-made. After I received my meal they then asked over the PA for anyone else waiting on mobile/kiosk orders to please come to the counter so that they could check on them.

While I was originally having a problem and worried that it was going to not end well, I do want to give recognition to the manager and staff for checking the issue, making it right and apologizing for the delay. Thank...

The food is OK (not great). The workers, such as the bus-boy (actually a very friendly older gentleman) are very nice. However, this restaurant receives 2 stars because of the poor management and policies. This place was seriously understaffed, but they continued to take orders and caused a huge wait-line. Elderly and infirm customers who had stepped in to sit down and cool off with a drink were sitting on the floor while bratty youth "saving" several tables were policing the seating arrangements. One young lady collected chairs to herself, preventing elderly folks from sitting in them, told a person obviously suffering from heat exhaustion to "go get a Gatorade". Now, this was a *customer; however Johnny Rockets management bears responsibility for the policies they choose to enforce (or not). In this case, 1) should have capped the # of customers and 2) should have communicated with the line what the potential wait time was AND give a reminder to ask customers please not reserve tables for large groups. (I waited for over 30 minutes, standing, observing. I did not want to sit down, but time after time people asked to sit and were told they'd just have to get up later.) Simply having an employee walk around, cleaning the tables, and asking customers to please clear the space for others (or an intercom announcement) would have been an effort to demonstrate responsibility in this matter. Very few tables are provided by Johnny Rockets and the pick up option was not available. Customers asking for refills were told to stand in a line that wasn't moving. (It was several minutes between orders.)...

I cross-posted this on Yelp as well, as this includes rotted food, not just bad service,, and wsnt folks to be wary. I very rarely give a review, unless I have superior or sub-par service. Went in today and the line (which wasn't quite out the door) took about an hour. There was a total of three cashiers working the registers, no supervisor or manager to be seen. I witnessed a gal in back making the food chatting with another employee standing around. She had her mask below her nose, was wearing gloves, but picked up fries by hand to put on plates, then played with her hair and went back to pick-up fries. Finally got our food after it sat around due to our cashier helping another one. The burger was ice cold, cheese was still cold, not even able to melt, and when I flipped it over to put condiments on, the bottom bun had a large spot of MOLD on it! They replaced the burger with another that was even more cold, and had an awful taste. I will say this was probably the worst dining experience in my life. Management has multiple failures by not properly staffing on a high-volume Saturday, no QC for food, nor helping employees with complaining customers or ensuring the food was not cold and MOLDY. I hope the health department makes a few visits to see the...