Fazoli's — Restaurant in Columbia

We ordered at the drive thru and pulled up to the window and proceeded to pay for our meal the guy at the window was very rude. He came back with the card and said you don't have enough money on this card so you have to pay cash. I said oh no we only have another card can we pay the difference with that he says yes and takes the other card. He then comes back and says you dont have any money on this card either and I told him I knew there was money on both cards he said I can try it again but turned and started laughing and making jokes with co-workers. He ran the card again and it magically worked. While waiting I decided to look at my bank accounts and the money had been taken out twice. We asked the guy if it would go back on to the card he replied with I cancelled it so it never went through. Already angry we got our food and drove around. We called into the store and asked for a manager. He asked if we had a copy of the first receipt and we told him no we only got the last one. He says without a receipt I can't do anything about it. After asking him if I was just screwed out the money he replied with I'll go check and see what my machine says with in 3 seconds he replies with I pulled a record of sales and it doesn't show where you were charged twice and proceeded to hang up. He never once apologized for the kid at the window that was rude and was quite rude himself. Needless to say there will be a call made to corporate, they will no longer get our business and the money will be put back...

I leave 2 stars because 1 star seems whiney. Saturday, 6:30 pm. Here's the issue: Our Fazoli's visit began with a short line to place our order (typical and OK), but we waited and waited, THEN the person in charge behind the counter told us it would be 30 minutes before they would even take the order from all of us waiting in line. What? The dining room is only half occupied. Apparently, somewhere between the few dining room orders, the very slow drive-through, and the "Door Dash" orders, the kitchen was in no way prepared for the dinner rush. My problem with all of this is that the priorities were directed towards the Door Dash orders and not the customers that got up from their chairs at home and took the time, and made the effort to drive to the restaurant to dine-in. We were told to wait. They were very polite, I'll give them that. But, this was unacceptable. The DD orders were bagged and piled up on the counter. These are meals that could have been served to the dining room customers. Why doesn't the computer, with all of this AI brilliance, cut off accepting DD type orders when the kitchen capacity has been reached? Fazoli has to know that unhappy DD customers are going to leave very negative comments when their orders arrive late and cold. I am not anti-Fazoli's, yet... We walked out of the restaurant and went to a competitor. No dine-in, no take-out, and no delivery. Face-to-face happy customers will always be the best...

Very poor customer service at Fazolis- they always have poor service. 3rd strike for this location. I walked right in behind my sister (so 6 people in our group already ordered, just 3 more meals needed for our family to eat together) and they will not take my order. Too short staffed they say to take another order for 20+ minutes - not even willing to ring me up so they know I am waiting and next. No explanations as to why. No manager offering anything to wait but a small water cup. Finally I figure out they are treating a big catering order as priority even when they are short staffed. "Short Staffed" - That was the excuse the other times I have come here and treated poorly. No apology, no I am sorry, no discount offered, no treating me like they want me to stay and eat today or ever come back. This is my last time coming here - and I didn’t order today. Left Fazolis and went to a better service-oriented company who welcomed me as I entered and thanked me for coming as I left. Not one word or apology was given when I left Fazolis. I used to love Fazolis before Covid convinced them they could treat customers like they aren't worth their time. I work short staffed every day, but our motto is to serve everyone coming through our doors as if our jobs depend on them - which it does Fazoli's, it absolutely does. It takes alot to get me mad, I usually roll with the punches, but this was...