Rachel's wingshack — Restaurant in DeLand

Dear Rachel’s Wing Shack Management,

I am reaching out to formally express my deep disappointment regarding the experience my family and I had at your establishment on Tuesday, March 11, 2025, between 2-3 PM in the afternoon.

My wife and two young children (ages 1 and 4) were visiting a family member in Deland. Due to the long drive home and our children being hungry and upset, we decided to order food from your restaurant online—something we do regularly at various restaurants to ensure a smoother experience when dining with small children.

Upon arriving at the restaurant, I went inside to pick up our food while my wife and kids sat at an empty outdoor table. Inside, there was only one couple seated in a booth, with the rest of the restaurant empty. Moments later, a waitress came outside, appearing agitated and hostile, and demanded that we leave because we had placed an online order, stating that we were not allowed to eat there.

This interaction was completely unexpected and unnecessary. We had already paid for our food directly through your company’s website, not through a third-party app, and there was plenty of seating available both inside and outside. The waitress escalated the situation by arguing with my wife, insisting that it was unfair to the staff that we did not tip since we ordered online and then chose to eat there. She continued to push the issue, claiming that if more guests arrived, we would have been forced to leave anyway to make room for dine-in customers. However, the restaurant was practically empty.

This entire ordeal completely ruined our meal. My wife was so distraught from the interaction that she barely ate a few fries and a wing, and our young children were confused and upset. Instead of a quick and enjoyable meal, we were made to feel unwelcome and uncomfortable simply for trying to eat the food we had just purchased. We even cleaned up after ourselves, which was the plan. We simply just wanted to feed our small children before the long drive.

If your restaurant enforces a policy against online orders being consumed on-site, it should be clearly stated on your website where we placed our order. This was an absolutely unacceptable way to treat paying customers, and I will be sure to warn others about...

I honestly really enjoy the wings here! Whenever I'm in the Deland area and have a taste for wings, I always suggest Rachel's! However the last few times my husband and I have been here, the wings have been subpar.

When it comes to ordering I understand misunderstanding over the phone on an order. This last visit, we ordered wet mild teriyaki garlic wings and wet Cajun style wings with extra sauce. The misunderstanding when the wings were picked up was that both sets of wings were extra sauce, and the teriyaki garlic wings did not have garlic and were hot. You could smell the buffalo sauce on them.

My husband went inside to correct and understand the order and returned with the wings unchanged. He told me one of the women that worked there said the order was right and was very callous about it. Me, knowing the wings I ordered were not correct went inside to correct my wings. The woman (not sure if it was the same my husband spoke with) was very rude when I told her my husband had just came inside to correct the order and was told otherwise. No form of apology just an attitude came from the worker. She claimed the order was put in correctly. I told her otherwise. I told her there was a misunderstanding as I was right there when he placed the order on the phone. I apologized if there was some misunderstanding. The worker still being rude asked me what do I want. I told her I would like the teriyaki garlic, mild and wet please. She says k, and walks away rolling her eyes. I was a little baffled that the customer service was so rude from this person considering I was not rude towards her.

She returned the wings telling me she fixed them herself. I checked them. Still not right, there was still buffalo sauce on them but at least there was garlic this time...?

I do enjoy Rachel's Wing Shack, I do want to come back and enjoy the food but it's hard when there is such terrible customer service about a misunderstanding...

just went to new location. let me make it very clear, we walked in and were never asked or told that they were only doing to go orders. they waited to tell us we couldn’t dine in until we were already sitting down with the food in our mouths. nobody told us we couldn’t sit down, nobody told us to wait to be seated. we just walked in and they took our order. they NEVER asked if we’d be dining or to go. as soon as other customers walked in they told them that it was take out only (this was after we had already sat down). how we were we expected to know that it was take out only if nobody told us? ridiculous. there was a teenager teaching an older woman how to take orders and as she was taking our order she interrupted my boyfriend with her hand up and very loudly said “hold on.” we waited and it took almost 10 minutes to get our order taken and paid for because the older woman taking our order was on her phone. kept yelling about how overwhelmed she was. also, we were asked if we would be dining in and we said yes and our food was brought to us in a to-go box, which is alright. then that same woman who took our order very rudely yells at our server “they’re to go everyone is to go until 1 pm put their drinks in to go cups.” it was an overall rude experience. only reason i’m not leaving a one store is because the food is still good. (edited: the review you replied with is disgusting and unprofessional. a customer lets you know they’re unhappy with the service and you decide to be rude and make US seem like the bad guys because we weren’t told we couldn’t dine in BEFORE WE SAT DOWN? never...