Cook Out — Restaurant in Augusta

I would like to speak with someone from corporate. First, before we began our order my daughter informed the cashier that we had two separate orders and the cashier replied okay. She placed the first order and when she began the a second order she did not get a response. We waited at the speaker for five minutes and the cashier did not return to take the second order. We assumed that something was wrong with the speaker and pulled forward to the window. At the window we asked if we could place our order since we didn't get a reply and the cashier was very rude she said I don't know I didn't take your order, but you will have to drive around to place your order. We drove back around and placed the second order while checking the first order which was WRONG. I ordered a huge burger out west style and they gave me a single with a hamburger so small it fit in the middle of the bun. At the window for the second time paying for the second order that they would not take when we were there the FIRST time we told them the hamburger was wrong. The employees them began debating on what was wrong with the sandwich with the drive-thru window open and were listening to them go back and forth about the sandwich. We were asked to pull to the front and they would bring the sand out. When we get home and begin eating (the first sandwich) the bacon was not cooked thoroughly and the second hamburger was pink inside. My daughter called and asked to speak with a manager she proceeded to tell them that the food was not completely done. The manager replied you can bring or get refund and hung up in her face. That was unacceptable for a manager especially given we live twenty minutes away. The customer service at this location was horrible and they all need to be trained properly. This comment was made on the date and time of purchase...

Literally just went through the drive thru. The lady told me she couldn’t hear my order so I asked if she’d like me to pull to the window so she could. She said no that she couldn’t do that. So I repeated myself six times as loud as I could and she seemed to have gotten it but then my total was off. She had upsized everything on my tray even though I basically had to scream that I wanted a regular sized tray. I got to the window and just paid because i was tired of getting dirty looks and attitude, (and i work in fast food so i know it gets frustrating to have to change the order up) but at this point I’m not even hungry anymore because their terrible customer service ruined my appetite. I wasn’t rude and didn’t do anything to upset them (unless their microphone not working was my fault) and said thank you when given the opportunity. If their employees are having a bad day, they don’t get to take it out on customers unwarrantedly. Wont ever be back to this location again. I don’t appreciate being charged for things I didn’t ask for and not getting the basic treatment a customer should. All it takes is friendliness. Whoever was working the window and whoever was taking orders needs a lesson.

Editing to add that there is ice in my drink - I asked for no ice, my quesadillas are cold, the cheese isn’t melted and most of the toppings on my burger didn’t even make it on the burger. It’s sloppy as all get out and not even appetizing. I have black char falling off of my food and a piece of a burnt fry wrapped into my burger. The burger itself doesn’t taste like anything but crispy burnt meat. The chicken wraps were dry and old. Seems like everything was cooked over 30 minutes ago. I’m...

Arrived approx. 5:20p on 1/26/23 in Lane #2 (or the further lane away from the building) & was never greeted. At least 3-4 cars in Lane #1 were greeted & served while I continued to sit there, frustrated without a greeting, knowing they're looking right at me through the tinted glass & window. Eventually, I drove around to the corresponding DT window & was rudely told (by a middle-aged AA Female Employee) to "drive back around to the 1st lane/this lane isn't working..." (before rudely closing the window in my face, as I was offering suggestions...) That wasn't fair to me, being told to get back in line & wait yet again behind customers that arrived 15+ mins "after" me. Sorry, but I don't have that much time on my hands, neither does anyone else! Why couldn't she just take my order from the window? Better question...Why hasn't Management placed CONES outside to block entry to Lane #2 &/or place a sign on Lane 2's speaker-directing customers to the DT window to place their orders vs. wasting the customer's time with the ridiculous cat & mouse games? From reading the other recent reviews, this issue of rudeness seems to persist with the same Employee that I encountered. Apparently, she's "infamous." As a former AGM of a nearby competitor QSR, this issue needs to be addressed & corrected, ASAP. Otherwise, you will continue losing customers. Almost everyone loves Cookout, but not at the expense of poor Customer Service. There are plenty of other QSR's in that general vicinity that will gladly welcome our business. DO NOT SEND THE GENERIC RESPONSE. Instead, Take Action!!! 😠😡 I'm not returning...