Fat Shack — Restaurant in Boulder

Read all the reviews before eating here. I don't do reviews, but this one deserved it.

Please keep reading all the reveiws, multiple ones of really bad customer service for a year or more and nothing done to resolve this issue.

The last email received from the owner states:

I am not sure what you don’t understand about my inability to refund. I really thought the tv analogy would paint a clearer picture. You did not pay me for the food. You paid doordash for the food. Unless I hack the doordash system, I have no access to the card info or the system to process the refund. Any restaurant in the country will tell you the same thing. I’m not trying to be harsh but your insults, untruthfulness, and vindictive nature (leaving reviews on locations other than this one with different management) have made this an unpleasant experience for everyone. We offered everything in our power, and apologized on multiple occasions. I guess I’m just not sure what else you were trying to get out of this.

Best of luck

Ryan Ginter

Director of Brand Development

Mind you I did not insult anyone, nor was I being vindictive (I let him know I will be the word of mouth for my experience-clearly a lot of people on here have had bad experiencesas well) or untruthful in my emails. I called it out. In regards if the review he mentioned was me stating what someone else put in a reveiw about this company.

I'm was expecting you and your manager to take responsiblity for your workers and pay back my teenage daughter for horrible customer service and bad food when she came in being polite. She works in food service and has had to REFUND or remake food for the customers even if Door Dash or other delivery services take the food out WITHOUT an attitude.

My daughter bought her family food here and the order was missing stuff and some of it was messed up (I'll give them some credit after looking at the receipt and seeing mustard wasn't taken off as we thought but that is it), along with soggy sandwiches. No one would answer the phone so my daughter went in and the manager kept interrupting her and saying "I didn't do it". We were only able to get a $24 refund from Door Dash from an $80 purchase. We threw most of it away and I took kids to Wendy's.

When I contacted owner he said he couldn't do anything but give us a credit or remake the food after a few times of me telling him we never want to eat here again. No one takes responsibility here. I'm not upset at the Regional Manager as he tried and his hands were tied on what he could do. However the...

Hear me out. I am not one to give a negative review, but as we all know, food is kind of essential to survival. I am attaching the receipt so you can see the uber account and confirm the other deliveries. We end up going to fat shack because by the time I get off work, very little else is open. I only get the fried pickles because I am a vegetarian. So it is disappointing to pay $7.49 plus tax for 4 fried pickles, that I am not going to eat without sauce- more than once. So I will just live vicariously and watch my boyfriend eat his Mozzerella sticks and Philly Cheesestake. This is the second time in a row that we have ordered for pickup, and gotten home, and there is no ranch with the fried pickles. I always get fried pickles and that's literally all I ordered. My boyfriend asked if she put in ranch since she didn't last time, and she said yes. Theres no ranch. Not to mention, the lady who works at night is so rude to us when we go back to get the ranch asks like we are the biggest inconvenience after we have to drive to and from fat shack twice to get condiments or things we already paid for. On another night, when we ordered the mozzarella sticks, we never get marinara sauce. We ordered 3 orders of mozz sticks once, and only got ketchup and honey mustard. Lastly, we asked for ranch in the notes when setting up a pickup delivery for fried pickles, since we never get ranch, and the same lady complains that we need to pay for extra ranch. The reason we made a note is because they never give us ranch. There was an option on uber to request extra ranch, and when we used it, she was rude about it. Saying "you have to pay extra for this."

Since I am not going to eat these pickles, I would rather spend my money where I get what I quite literally paid for, and not have to be treated like where I spend my money doesn't matter. Ultimately, the worst part is when we call about it and get accused of attempting to get free food, then are treated with no respect when we simply want what we paid for. Is that not what cameras are for?

Just be kind. And a bit more intentional about delivery orders. Thankfully we have the resources to get other food, but some don't in this time and you should consider being sensitive to that...

This evening, my friends and I walked in after a hike. There was no one at the counter when we got there, so we looked over the menu for about five minutes, but still no worker had shown up. I went to use the restroom while we waited and it was a complete mess, trash on the ground and graffiti all over the door and walls. When I came back to the counter, the worker (white guy with blonde hair) had finally came out. We walked up, and he immediately told us to use the kiosk. My friends told him that the kiosk wasn’t working and was asking for a code. He rolled his eyes, cussed under his breath, and hopped over the counter to check it. After realizing it really didn’t work, he jumped back over the counter and said he guessed he would have to take our orders. While taking our orders, he was extremely unfriendly and snarky to our group. My friend went up to the counter when it was his turn to order, said hello and greeted the worker which was completely ignored. When I ordered, I asked for a sandwich, a side, and a water cup, he told me I would have to wait for my water cup until he was done taking everyone’s orders, which wouldn’t have been a big deal at all, except for the tone he used with my friends and I throughout our interaction was consistently cold. After finishing with the group, he grabbed a stack of water cups from under the counter right next to the register, tossed them onto the counter, and said that anyone who wanted a water cup could come get one, then walked back into the kitchen. When the food was ready, he brought out the sandwiches but became irritated when there was minor confusion about whose sandwiches were whose. After that, he returned to the kitchen and we didn’t see him again for the last thirty minutes that we were in there.

I understand there were only two workers at the time, and it may have been overwhelming, but we were the only customers there and were not rude, standoffish, or difficult in any way. It just felt like he was upset about having to do his job, and was taking it out on the customers.

This was my first time at Fat Shack, and unfortunately, it will...