Jack's Family Restaurant — Restaurant in Dalton

The food I would rate around 3 1/2-4. BUT the service is what killed it for me. The little older lady that is there in the mornings is AMAZING! And this review has nothing to do with her. But I went to eat here tonight and the service was horrid. I got the 2 for $6. Firstly I wasn't given a receipt or even offered one. Then when I ordered I asked for the chicken sandwich with extra mayo and the Jack burger with no onions (I am allergic). I watched them make my food. I saw it was wrong from the start. There was no lettuace or tomato on my chicken sandwich and the Jack burger had onions. I sent them back and watched the woman who I assume is the assistant manager (because it was late in the evening) literally just take the onions off my burger and wrap it back up and hand it to me. I told her I was allergic to onions and I couldn't eat it even if it had just barely been on there because I'm not willing to risk it. So I watched it be remade by the same person who made it the first time wearing the same gloves he had on when he had put the onions on it. Then she apologized about the chicken and said he doesn't understand English so he didn't know what you wanted when you asked for extra mayo. I mean seriously? I didn't even eat any of it. By this time there was a line of elderly people behind me so I just walked out with the food and trashed it. How hard is it to understand no onions? You make a mistake? Ok... Just remake it. But no you stand there knowing I'm watching and just take the onions off? People have food allergies. A good percent of the time when people say they don't want something on their food it means they are allergic. It's not because I don't like them. It's because I can't eat them without ending up in the hospital. Had I not had the allergy I wouldn't have made such a big deal about it. But jeeze... That could kill...

We visited the Dalton location on Friday, June 7th around 5:30 PM. I want to commend the two ladies taking orders at the front—though I’ve misplaced the slip with their names, their customer service was absolutely outstanding. They were friendly, efficient, and created a warm atmosphere. I sincerely hope management looks into who was working the registers at that time—they truly deserve recognition and a raise.

Unfortunately, the same cannot be said about the manager on duty, Zander. A situation unfolded with a customer regarding a side substitution (swapping coleslaw for mashed potatoes), and while it may have involved a language barrier, the way Zander handled it was completely inappropriate. Rather than calmly addressing the concern, he directed frustration toward the staff in a manner that was both unprofessional and unnecessarily harsh. The tension was obvious to everyone in the building, and it put a damper on the experience.

This wasn’t our first concerning visit to this location. On our first trip, employees were audibly arguing. On our second visit, our order was incorrect and poorly packaged—our ice cream cup had completely melted by the time we received it. And now, this last visit was overshadowed by unacceptable managerial behavior.

As someone who has been both a GM and restaurant owner, I can say with confidence that leadership sets the tone for the team and the customer experience. Zander’s behavior was uncalled for and unfair to the employees, who were otherwise doing an excellent job.

If this is the standard for management at the Dalton location, we will unfortunately not...

I wanted to order a 3 piece bone in chicken dinner. It’s almost 5:30 on a Saturday afternoon, why didn’t have chicken cooked. First the cashier made me wait almost 5 minutes to check to see if they had chicken. She said they did and I said ok I’ll have the 3 piece bone in chicken dinner. The cashier says I will have to charge you an extra 75 cents because we only have 2 breast and a wing. I said why am I being charged extra when I didn’t ask for nor do I want 2 breast. Why should I have to pay extra because you all don’t have chicken. She said well that’s our prices and it’s not my fault we don’t have chicken I’m not the cook. She then repeats I will have to pay an extra 75 cents because they only have 2 breast and 1 wing. And I repeated myself asking why am I paying extra for something I didn’t ask for or want. Then the manager says that’s our prices and it will be a 20 minute wait on chicken. I said ok I’ll wait she said but our prices are what they are. I told her I understand that prices are what they and I can read the menu board. However what I don’t understand is why are you charging me extra for chicken I did not ask for or want because you don’t have chicken cooked and why are you waiting until you run out of chicken to cook more. I decided to leave because the cashier nor the manager understood my point. If you are offering a product you should have it readily available and if you don’t your customer should not have to pay extra for poor management. And why did they only have 2 breast and 1 wing cooked at 5:30 on a Saturday evening. I will...