Charleys Cheesesteaks — Restaurant in Concord

BEWARE OF IDENTITY FRAUD!

I am writing to formally express my disappointment regarding a recent experience at your Charleys Philly Cheesesteaks location in Sunvalley Mall, Concord, CA. As a loyal customer of over ten years, I have always enjoyed your food and service. However, my recent visit on March 31st left me frustrated and deeply concerned, not only due to the poor customer service but also due to a potential violation of my privacy.

I placed an online order, which was supposed to be ready at 3:00 PM. Upon arriving, I noticed a delay, and when I inquired about the wait, an associate dismissively responded, “It’s just not ready yet.” While I understand that tensions may have been high, I found this response unprofessional and disappointing.

About 15 minutes later, the acting manager loudly asked, “Who has the online order?” I stepped up and showed him my order confirmation. At this point, he demanded to see my ID, which was surprising since no such policy was mentioned in the app, nor had I been asked for identification in previous orders. When I questioned this, he aggressively pointed to a sign and rudely asked, “Do you want your food or not? Here is the policy.”

I complied by showing him a picture of my driver’s license, at which point he took my phone without permission, zoomed in on my personal information, and began writing down details such as my birthdate and the date my license was issued. He then insisted that I also provide my license number. When I refused and asked why such sensitive information was necessary, he responded, “You don’t have to get your food.” I requested a refund instead, but he then shoved the food toward me and told me not to return.

This experience was completely unacceptable. The behavior of the acting manager was not only unprofessional but also raises serious concerns regarding the handling of personal information. I am deeply disturbed by the fact that my personal details were unnecessarily recorded and am concerned about potential misuse of this...

I work in the mall and I do the online orders and never get them at the promise time. Always 10-15 minutes later or by the time my lunch is over. I always order my food before I clock out for lunch. They will make the entire mall's food before the online pickup.

Today I checked back 5 times as well as my boyfriend for our food. The first time I stood there for 5 minutes while the GM stood there and looked at me. He didn't ask me what I was waiting for. The lady who usually makes my food and knows my order said it wasn't done. I went back up to check again. The GM finally asks if I was the online order. I told him yes but I just checked 3 minutes ago with the lady and he tells me it's been done. So they wasted my lunch and didn't get me my food until after the promise time and after I had to clock back into work. WASTED MY LUNCH AND MONEY SINCE I DIDN'T GET TO EAT! The GM is also rude and wanted to stay it was ready the entire time when I sat there and watched them makes everyones order. The GM needs to get his act...

Manager was very rude and customer service was poor because I asked for extra pickles even offered to PAY for the extra pickles but the manager felt as if I had enough pickles (FOUR SLICES OF PICKLES) FOR MY TEO SANDWICHES decided to berate me as if I was a kid about my eating choices turned me away. The cashier is a follower and has no mind of his own because he continued to tell me to calm down as if I was upset because I was asking for EXTRA PICKLES THAT I OFFERED TO PAY FOR AT A SANDWICH SHOP! This isn’t the first time he was rude you are a public fast food company you do not dictate how much someone eats or what is enough for someone that is wrong and on top of that you need better customer service to even deal with people in food industry. this is ridiculous and I will never ever be here again and I will tell my friends family students and battle buddies never to eat here as...