Jack's Family Restaurant — Restaurant in Brownsville

I got my order wrong twice and I was denied any type of refund, manager had a bad attitude. I had a plain big bacon burger with cheese and bacon only. The first time, they didn’t make it plain, I realized until I got home I had to go back to Jack’s and I asked the cashier to please fix it. the second time they forgot the bacon, I told the cashier again that the bacon was missing and that I wanted my money back. The manager got a terrible attitude about acting like it was my fault when even in the first ticket it says plain/cheese/bacon only. The first time I paid they over charged me a dollar for cheese, I over heard the manager asking the cashier if she already charged me and she said yes, to this the manager says “okay then just leave it like that” I am like no, you need to give me my money back. By the end the manager said she couldn’t refund my money or fix the burger because it had pass too much time, I was like, well at least fix the burger, she said she couldn’t because I ask for cheese only when in the ticket it says plain/bacon/cheese only, she was like you didn’t ask for bacon (which I did) but I told her it’s a Big bacon, it doesn’t come with bacon? With her bad attitude she just goes and put some bacon in the burger. I had a completely calm and respectful voice with the cashier and the manager but the fact that the manager thought it was okay for me to be charged for something that I shouldn’t be charged for? And to said that she couldn’t fix something that they messed up? It really made me mad. I don’t usually do reviews but this was very upsetting, I wasted 30 minutes and gas, plus they barely resolved the problem. When they first opened they were great, friendly and all. Now it’s just another bad fast food service restaurant in...

Update: I went back the next day and Megan, the general manager refunded me my meal price. She also provided me the meal I originally ordered at no charge. This is an example of what doing the right thing looks like. Night shift could stand to learn that lesson. Fours stars for the GM.

Original review: Initially, when Jack’s first opened it seemed that Brownsville had finally gotten a fast food chain that was a cut above the rest. However, since the inevitable slowdown after the grand opening, the quality and accuracy of service has changed dramatically. I went the through the drive through shortly before closing and ordered several items one of which was a BLT meal with fries and a tea. I didn’t get the BLT or the fries, so just paid basically $7.00 for a glass of tea! I paid cash. They did NOT give me a receipt and when I realized my meal was missing and went back it was after close. They had thrown my food away and would not help me since I didn’t have a ticket. They will not give me my money back. Their solution was for me to come back tomorrow after 2 PM when the night manager is back, which requires me to waste my time for their error. Unless my order includes 1 item only, I will not be going back to Jack’s. Anything more than 1 item at a time they screw up the order and can’t handle it. This is not the first time I have been missing items when I got home from Jack’s, but it is the first time I didn’t get a meal at all. Not sure one glass of tea is...

Okay. Let me set the scene. We'd been visiting relatives and saw the road sign. This launched memories of recently seen commercials. So, hey, why not try it. After going 4 miles from the highway, we finally located the restaurant in this quaint little area. We placed our orders to a server who seemed new to her duties. We pulled to the window and watched 3 workers watching us. These workers watched us as they talked amongst themselves all the while prepping our orders. Once we received our food,, it was everything except what we ordered. Although the chicken was hot, tasty and cooked to perfection, the pieces were NOT the requested pieces. The Buffalo sauced tossed boneless wings were messily placed in the carton which was then placed atop the other orders. There were NO napkins in our bag. There was NO receipt given with our change. There was NO thank you or invitation to return. The 3 stars are only bc the chicken was actually really good! Customer service was...