Bojangles — Restaurant in Castle Hayne

I went through the drive thru this morning to order some breakfast. The time prior to this I decided to go inside and order because the AI drive thru system didn’t feel right. I went in that time to order and mentioned the AI in hopes of getting some level of understanding from the employee. Instead she fiercely defended the AI and made me feel like the bad guy. So I decided to give the drive thru AI a chance again this morning. I told the AI that I’d like a #1 with egg and cheese, and no drink. To me, this is a pretty logical order, way to understand, and is universal in terms of being able to say that anywhere and the worker would understand what I want. I noticed the total was off as the AI told me the price, so I knew it messed something up. I get to the window and confirm with the employee that it was a #1 with egg and cheese and no drink. The lady said it was just the sandwich. I made a comment that another employee the previous time told me I should give the AI they use a shot, so I did but wasn’t impressed because it got my order wrong. She said they love it because it’s always there and they don’t have to worry about employees not coming into work. I told her it’s a bad experience for the customer though if the customer tells it what they want, and they have to reorder at the payment window. She told me you just have to order correctly and use the right terms with it. I was stunned by that comment, because that’s not how organic human interaction works. She said I need to use the term “bundle” if I don’t want the drink. I’ve never had to use that term ordering food, because saying you want a combo with no drink is perfectly fine and logical. I asked her how there average customer is supposed to know to use the term “bundle”, and she said it’s listed somewhere on the menu. When I’m there ordering food, I’m looking at the pictures and I pick something I’d like. I’m not searching the menu for a hidden keyword placed somewhere that I’ll need to use with the AI in order to order food.The employee at the window has no human compassion or customer service skills, and even dismissed me by closing the window and walking away as I was defending myself as a human being. I will never come to this location again. If I encounter this at another location I’ll give up on this chain all together. What I’ve noticed both times being here and both employees I’ve talked to about this, they defend the drive thru AI religiously. They lack customer service and care more about AI than human customers. It’s the fact that they care more about having that AI than a good customer experience that shocked me as made me decide not to come back here again.

Tried filling a complain on their website and it's clear to me they don't care about the customer experience. Very small character limit and they ask for no contact details from you in order to follow up to resolve the issue. This was my last experience ever going...

Not sure if this bojangles is owned by the same owner of all the other bojangles in Wilmington but it’s absolutely horrible service and experience everytime I go...been 4-5 times now between me and my boyfriend combined and it’s always been horrific everytime we go! Always a 15-20 min wait in line at the drive through because they are clearly understaffed and don’t have enough people to man both windows and take orders at the same time, therefore whenever you walk inside to eat or order to go it takes just as long bc all hands are on deck at the drive through windows, this even happens when they aren’t busy! Service is just ok, went today to get two supreme dinners and when I asked for sauces for each of the dinners the VERY nice drive thru boy handed me all the sauces I needed for both dinners as there were two of us eating the dinners and the lady who was helping him at the drive through window got extremely sassy when she saw him handing me my sauces I had asked for, I have NEVER had to pay for sauce at bojangles...as I don’t have a problem doing if it is required, but for her to get so rude with him for just busting his ass working was ridiculous to me! I work in the food industry here in Wilmington myself so I get it, it’s all about if your staffed accordingly through the busy times I understand things happen from time to time but damn...everytime we go??!! Props to the guy working the drive through window though for trying his best to hold it down and keep the line moving accordingly! Food actually wasn’t bad though, fries coulda been fresher but other then that food all around wasn’t horrible, although they did forget to hand me my other Pepsi with the order...only ended up getting home with one drink! All product of people being too busy trying to do too many things at once, management needs to hire...

Went in to get lunch on Sunday, staff had too many excuses (only 5 employees) working. Waited in line forever inside, while waiting 2 customers walked out ahead of us we made 3 in a row. Man behind us starts calling his order out around us and she took his order before us. 92 health grade, dinningroom was dirty tables need to be cleaned. Not the first time this has happened but will be our last, we'll drive the 7 miles to another one first. Decided to give actually a third try, took forever for someone to take our order; the man in front of us drove off we understood why after our wait. Get to pick up window nobody even acknowledged we were there, they seemed like their Saturday night was more important than our Sunday lunch. Out of aggravation we drove off to and left behind our $42.00 order. Management really needs to step up and do something about the workers. Go the extra few miles to the one at Kerr Avenue. Strike 4 and you're out! Went in for Friday dinner time, no one in drive thru and no one in line but myself and my son, stood at counter 10 minutes never even acknowledged! This store is HORRIBLE, they are slow and just flat don't care; I say fire the whole evening crew at this point and get a crew that cares because this crew doesn't and it shows! Quit arguing about who has more to do or whatever just get your customers taken care of! We love Bojangles but won't be getting it here or even...