Jack's Family Restaurant — Restaurant in Columbus

When this location opened we were excited because it's so close to home and the first 2 times we went things were great but since then it has been one bad experience after another and after Wednesday evening I may not return. The food is NEVER fixed the way it is ordered. You have to pay extra for cheese on some meals and it's never there. Not sure if the employees know the difference between lettuce, tomato, onion, pickles, mustard, mayo and ketchup but there is a problems somewhere. This last trip, I tried to place 2 orders online. The first went through, the second which was ordered within 1 minute of the first would not. The message on the screen was "you can't place this order online at this time, please call the restaurant. So I did. 2 or 3 times. NO ANSWER. (I place 2 orders because they go to 2 different houses and it's easier than having to separate all the food that they cram into one small paper sack) Since they had my money for one order we went on to Jack's. I went inside instead of the drive thru and WOW is all I can say about the robots disguised as employees, I mean WOW. I tried to explain about the orders and asked what happened and all that was said/asked was "do you want to place another order or what????" I mean wow. Apathetic, rude, aggravated I came in to buy food... are the words that come to mind. I placed the 2nd order since I had promised my mom I would bring her some food, and was rewarded with a 15 minute wait. By then the first order was cold but was able to warm it up in the microwave when I got home. Out of 3 orders, 3 were prepared incorrectly. I paid for cheese on one that wasn't there on one. One order, not really sure who's I got because it wasn't even the burger that I ordered. Really disappointed because we really love the food at Jack's. But with the exception of the first 2 times, the food has not been fixed as ordered. The information on the receipt always has what we ordered but it seems to get lost in translation by the time we get our food. Can't recommend...

— Still TERRIBLE. Update from 10/2/24 — Placed an online order for a cheeseburger and fries. Arrived 10 minutes later as instructed. Waited an additional 18 minutes for my food. And all food was cold. Great job. 👍 You should be proud. You know… you could study places like Chic-Fil-A to see how it’s done, right? Too much to ask in 2024?

———-

All the poor reviews here are completely justified and my experience as well. The ownership (especially) and management should be ashamed of themselves. This place is AWFUL. This could have been one of the better places in Columbus, but instead it seems like another money grab where ownership could care less about customers or quality food. Your employees are NOT the problem - you are.

Also, don’t respond to this with an impersonal copy/paste reply like many of your other replies telling me to contact you, that this disappoints you, and that you’ll look into it. I don’t care and that only makes it worse. Just fix the problem and start caring or leave Columbus.

--- Edit on 8/4/24 after their reply just minutes ago ---

Below is the response I just got in case they change it. HOW TONE DEAF ARE YOU??? Did you READ the review AT ALL? I said DON'T respond with an impersonal COPY/PASTE reply like many of your other replies telling me to 1.) contact you, 2.) that this disappoints you, and 3.) that you’ll look into it!!!!!

You didn't even read the review!!!! You just COPY/PASTED AGAIN like completely lazy ownership/management MAKING SURE THAT WE FULLY KNOW THAT YOU DON'T CARE!!!!!!!

This was a layup guys... and you couldn't have missed it any worse! All you had to do was read the review and either say nothing at all or say something that wasn't based on a copy/paste... but it seems that was too much to ask.

--- Jack's reply below from 8/4 ---

"This is very disappointing to hear, Shane. We'll look into this with our Columbus team on the spot. Please reach out to us at tellittojacks.smg.com, we would love an opportunity to make this right. Thank you for your...

I had very high hopes for this location opening up. Sadly I'm very disappointed. I ordered my food at 8am and upon receiving it I pulled into a parking spot to eat. Biscuit and gravy was cold. Cold to touch. Hash browns were also cold plus they were burnt and stuck together. Do they not make this stuff fresh at all or even put it on a warming rack?

My big breakfast sandwich was the last item. The lady kept claiming that I said double meat when I kept telling her just regular. So at the window she reads my order back telling me double meat. I corrected her and said just regular. Well I think I paid for double meat but I can't verify because she couldn't give me a receipt. The cheese was melted nicely on the sandwich and it had double meat, that was cold. Overall a terrible experience for a place I had high hopes for. I also tried calling the location a few times and as others have said it just rings. No answer. Sadly Im unsure when my food was actuallyade because it was all cold as it had been sitting on a counter for a while. I'll try this location again in a few months to see if things changed.

The Diet coke was good and cold so I guess something was correct...