Schlotzskys and Cinnabon — Restaurant in Austin

Came here Tuesday evening & was charged 2x one for an amount I did not authorize and another for my order. Immediately after realizing I had 2 charges from this company I called them which was the following morning. My call was answered by Joan who is the owner and I expressed to her how I had an unauthorized charge on my card from them. She stated how she would need to speak with the night manager working at that time and look into the system to find the 2 charges to see what must of happened and would call me back. I never received a call back nor an update so I called back later that same evening and spoke to the night manager who was working the same evening I had visited them, she explained how she was unable to do anything about it and I would need to speak with Joan the next morning. So, today Thursday morning I called and spoke with Raymond another manager who also was useless and couldn’t do anything about it and was advised to call back to speak with Joan when she was in since she was not in at the time of my call. I called back 2x after that and again was told Joan was still not in the second call was taken by Cynthia and all she could offer would be pass the message along to the manager that would take care of the issue immediately without Joan since “this is how Joan is” and she was gone for the day. I then called a 3rd time in the afternoon after nothing had been done and spoke with Raymond again who had nothing more to offer than giving me the run around. I decided to come into the store to get this issue resolved as it has been 2 days now, I was confronted by Joan after being told “she was gone for the day” stating she is not refunding my money until she speaks with the cashier to figure why or how my card was charged twice . The cashier who processed both payments would not be in until 5 since she is in “high school” and I was offered to stay until she was in and spoke with Joan so we could resolve this issue and about 30 mins of me waiting in the restaurant lobby Joan and Raymond leave for the day. Without my issue being refunded , nor speaking with this cashier. This entire process or “policy” as they said has been very inconvenient, and handled very terribly. I understand mistakes happen but to handle a situation as such is very unprofessional. No matter the amount that was charged, I was offered no apology from any manager nor owner for this mistake on THEIR end. I was not even offered a complimentary drink during my stay for THEIR INCONVENIENCE. When I initially called I was not explained the entire “policy” of theirs to avoid any misunderstanding on why it is taking this long to resolve a mistake of THEIRS. They should of immediately spoke with all employees involved, Reviewed their cameras to see I am in fact 100% telling the truth about my experience and issued my refund immediately as I should not have to of gone this long and STILL going without my refund 2 days later. Very unprofessional and poorly handled. UPDATE FRIDAY 5/10 : as of today it will be 3 days without this issue being resolved. I never received a call back from anyone so yes, as anyone would with an unauthorized charge onto their account and no answers or solutions would, I called again this morning and several times after that which were all ignored except for the ONE call answered by MICHAEL a kitchen worker who was also rude and hung up on me. My last call to them Joan finally answered extremely rude didn’t even allow me to speak , just straight to no longer wanting to handle this matter, advising I just dispute it with my bank since I am “very impatient” which I would expect anyone with an UNAUTHORIZED CHARGE ONTO THEIR ACCOUNT and after speaking with multiple individuals who have clearly done nothing but prolong the situation to react. So, I am left with disputing the charge through my bank. Very disappointed In the customer service I received by all individuals involved especially the owner. I’d hope this doesn’t happen to...

Wow... I ordered from Uber Eats and it was about 20min from Scholtskys closing time.(I am a General Manager at a food service restaurant in town so I know employees hate when they get orders a little bit before close, but if we're open we treat that customer just like the 1st customer of the day.) At my job we have a saying: We serve 100% of our menu 100% of the time from open to close. Anyways I ordered the French Dip, Chips and A Broccoli and Cheddar soup. The good thing is my order arrived pretty quick but that's the only good thing about this order. First off, I didn't receive my chips. My bag was sealed but they were not induce the bag. Secondly, I was missing the dipping sauce for my sandwich. I mean, It's called the French DIP for a reason.The sandwich was so dry because it was literally dry meat and semi melted cheese. I couldn't even eat half of it before giving up because I want enjoying it. Who would want to eat something like that? Next was the biggest issue. The worst thing about the order was the soup. It was ICE cold. It's like they closed down early and put all the soup in the fridge and when I ordered it they just stuck it in a cup and put it in the bag. It wasn't even room temp. Like believe me when i day it was almost frozen. The last inconvenience was even if the soup was hot I wouldn't of had a spoon or anything to eat it with, because the order came with no utensils or napkins. I know that my franchise owner would like to know the issues going on when they're not there and this is a serious issue. As you can tell I'm really frustrated and disappointed with this location because I like Schlotskys but until I can get some sort of confidence back that I'm not going to get sick from food that is not heated properly or thrown together because food safety practices go out the window when the staff want to get out of there early, I won't be back to this location. Food Safety is a serious issue so Im sorry that I ranted but it needs to be addressed because I know that I'm not the only person this has happened to and someone could get really sick when they eat...

The food was great but something about Joanne immediately getting on the phone and complaining to whoever saying they need to start closing the dining room at 9 because this customer decided to eat in a hour before closing just rubs me the wrong way. It would be different if I had walked in at 9:55 but I walked in at 8:55 and the dining is open until 10. If you want to have that conversation after I leave, fine, but having it immediately after taking my order in front of me is a great way to lose any future business from me. This was my first time to this location and I probably would have been a regular considering the vicinity of the restaurant to a Tesla supercharger and that I just bought a Tesla and that I'm trying to eat healthier but it seems they don't want any business. Nobody else came neither in the dining room or drive thru while I was there. I wonder why. I'm willing to give it another chance and change my review but the next meal will have to be on them and I will have to be able to eat in the dining after 9 and the experience better be much more welcoming and the food better be great!

Reply to the owner: You literally have the second worst reviews of all Schlotzky's in Austin, only one Thundercloud is worse, and all Jason's are better. This means outside of Subway, you might be the 3rd worst sandwich shop in Austin. Not something to be proud of and not something you can deny. I'm not offended by what you said, I just don't like bad attitudes. Good news, bad attitudes can be fixed. I make a choice every morning to have a good attitude. You can do the same. You're losing thousands of dollars in business not only from people that had bad a experience but also people who look at the map and see you with 3.8 stars, a Thundercloud right down the road with 4.5 stars, and the Schlotzky's in Sunset Valley with 4.3 stars. Maybe you should start with changing your attitude and your responses to bad reviews. Your business, your choice, I'm just trying to help but I probably...