Fat Shack — Restaurant in Aurora

Had the most ridiculous customer service experience I have ever had here. After paying and waiting for a door dash from this location we discovered the order was incomplete. We called them and there was no manager figure on duty at all. This young man on the phone told us the only thing he could do for us tonight is for us to come pick up the missing items. After we had just paid some 20 bucks for delivery. He failed to take accountability or recognize the frustration of the situation, so we drove up there. Upon getting there we asked for a manager and again, there was not one present. The teenagers behind the counter had zero conflict resolution/de-escalation skills whatsoever, and continued to tell us they weren't going to make the food, it's door dashes fault, they already made the food and put it in the bag, ect. Ultimately culminating in one of the girls suggesting that we aren't telling the truth. Naturally, being called a liar over some damn chicken fingers, did not sit well with us and things escalated and got out of hand very quickly. The same young man from before told us to get the F* out and they wouldn't be helping us. We demanded to speak to literally any adult who could act with any amount of professionalism. The girl working called the owner to come in, saying he will tell us the same thing they told us - to get the F out presumably - come to find out it's the girl's father. Clayton, came to the store and acted in a respectful and professional manner, albeit a little justifiably defensive of his daughter. He resolved the situation like it should have been in the first place and asked us to come back for a free lunch the next day. This experience was literally so ridiculous and unprofessional that we won't be returning, probably ever. Not even for a free lunch. So I do appreciate you for your professionalism, Clayton, however - I can't help but feel as though THE WHOLE situation could have been avoided if you had some kind of a shift...

The recent order I had delivered from the Aurora Fat Shack via Uber Eats was some of the WORST cuisine I've ever eaten. Everything had a overly burnt/charred taste minus the wings which 1/2 were missing and the other 1/2 were soggy. The burger and cheesesteak were BELOW AVERAGE and the entire order was less than ideal. Highly disappointed and would NEVER recommend this slop

• I received a response from a Fat Shack rep**

Hey J, My name is Charlie, I’m a customer service representative with Fat Shack. I’m very sorry about your poor experience ordering from us through Uber the other night. What you described is unacceptable and definitely doesn’t match up to our standard customer experience. It sounds like the burgers and Philly must have been over-cooked and that’s definitely on us. If you ordered Saturday night, you ordered during a very busy time, but there is no excuse for sending out burnt food. When you order through Uber, they are using their own drivers. So instead of sending your order out with our driver right when your order is ready, we have to wait for the Uber driver to arrive. This may have contributed to your fries and wings being soggy. No matter what, this is an unacceptable experience and I’d like to offer you a card you can redeem $25 in value if you decide to order from us again. If you can send me your address, I’ll get that sent out ASAP. Thank you!

Charles Walker Corporate Development

Fat Shack America, LLC 706 S College Ave, Suite 102 Fort Collins, CO 80524

and my response,

Charlie,

Thank you for reaching out. I appreciate the attention and feedback you provided to my issues. Before reading your email I was more than likely NEVER going to eat at Fat Shack again. But because of you and your actions, I will give the restaurant another try.

And I'm still waiting for MY...

The location has vasty improved its catering and cleanliness. Overall better than it once was 6months ago.

**Old Post ((Not only the first time were they slow, an hour 30min slow, due to internet issues or something? That Oder was made-up with a couple free wings Ms. Lady gave me to make up for the inconvenience. Thank you. The 2nd order I placed via UberEats-pickup, waited 1minute after ordering, gave a call to the location, confirming that if my order had gone through so I was not waiting as long, like my last visit. I get a confirmation that it should be ready by the time I get there. I say thank you. Played my MMO game for 8minutes then headed off to the nearest location I placed the order at.. I ended up waiting 27mins that time. A huge hour improvement. The cook or cashier, or insert-title-here, had to go back to the kitchen 3 times to make 3 different “I forgots” after reading the screen every visit he made. Makes me think FatShack is not providing the tools for a versatile environment. Or the cashier boy was stressed on top of all other orders.. or something along that line. Impressed, but heated at the same time because I live just 10 minutes away from the location, by car. P.S. My shoes should not be screaming “Help Me!” every step I take. A bucket of soap and water would remedy that. Makes me wonder if the counters or eating areas are even clean. I dared not inspect. But the floor was visibly dirty. P.S.S. The food the good; Chicken wings. Onion rings. Jalapeno poppers. Deep Oreos. The poppers aren’t as good as ‘Church’s’ or ‘Carl’s Jr.’ would not recommend. Haven’t tried the rings yet but will do next time. Chicken was crunchy enough for me. Flavors were nice; Mango Habanero & Sweet Heat BBQ. Both sweet and slightly spicy. Will try others soon. Overall, +1 for...