Schlotzsky's — Restaurant in Cedar Park

I went to get lunch one day on 7/22 at 12 the girl at the counter didn’t want to help me and said someone would be up soon… I wait no problem.. then acted like it read a big inconvenience to help me while she was looking at cookies or something on the back bar. She asked me what I wanted for my meal 3 times pick 2 fiesta no olives and avacado Cobb salad ranch. I ordered to go and asked if I could leave my items drink and chips on the counter while I run to the restroom. She says sure I guess and walks away… still not that big of a deal kind of rude but I didn’t mind… I get my drink and chips and wait by the kitchen side of the restaurant. I wait a good 10 minutes or so, A man starts telling me how he has been waiting forever. Mind you they are doing a catering order again fine I get they are busy. The man goes to the counter and asked how much longer on his food she grabs a bag from behind the bar and says here you go and walks away…. He told me he had been waiting there and no one ever called his order out. I wait another few minutes driver through orders I can see are going out … so I do what the man did go to the bar and ask the status of my order… I wait no one comes right away… the girl doing cookies finally walks over and says yeah? Did you need something… I asked if my food was ready and she proceeded to grab it from behind the counter! Again no calling out a name or anything not even in an area where I can check the bag to see if that was my food it was tucked behind the bar… I leave because I gotta drive back to work and I had been waiting for 25 to almost 30 minutes from ordering. I call the store while I’m going to work no answer. So I save my receipt and called when I got off sometime after 5.. I get put on hold 2 times… than I finally inform of my issue… she asked what time I was there I told her I ordered about 1225 she puts me on hold again.. comes on the line asked me again what happened I tell the story again she then said oh we had a catering order I’ll refund you and hung up on me… now it’s 8/5 and I have not seen a refund come to my card I waited 5-10 business days and still nothing very disappointed in their...

The food is always good and has been for years. The 3 star rating has to do with the experience created by your team. I work in the customer experience space, so maybe I am more sensitive to this but simply acknowledging a customer who presents is not hard. Even with a mask you can tell when someone is smiling. These are controllable behaviors that can be hired for and subsequently reinforced/modeled by store leadership. Provide a script and ask your team to make it their own by giving them a list of themes to cover with a guest. For example friendly, inviting, curiosity and so on to ensure they hit on these. I don't blame the young man, who helped me last night, for this but rather the leadership that allows it to happen. He also nearly missed an opportunity for an up sell by the fact he found the order set it on the pick up counter and moved on to something else. I got his attention and told him I would like some cinnamon rolls as well, which has much to do with the display staring you in the face. To that he said "Oh what is your name", and I explained it was not on the order but just wanted to purchase them in addition to the order. One final point on your CX efforts. Your website could use an update to the online order UI, it is much too complex for something as simple as...

I'm a huge fan of Schlotzsky's food, but I'm not a fan of the service at this location. I would love to be refunded for the tip I left as well as the $2 worth of avocado I paid for but did not receive. I ordered for pickup online and arrived five minutes after it was supposed to be ready. There were folks busy working in the back and that was fine. They would look up and see me standing at the counter (because my order wasn't ready yet), but no one had the common courtesy to at least acknowledge my presence or just say, "Hi, we'll be right with ya.". Finally a young lady came up and asked how she could help. She then disappeared in the back. A minute or so later another another young lady appeared and repeated the process. The second lady reappeared with a bag for me. I checked my order and had to go back in to get the chips that were missing from my order. It wasn't until I got home that I discovered they failed to provide my $2 worth of avocado. I've worked in customer service / support for 30+ years. I hope the folks working at this Schlotzky's don't plan on making a living in this industry or get a manager who will hire and train less...