Jack's Family Restaurant — Restaurant in Dothan

I am ordered from this place no less than five times, three of those times using their app. Each time I’ve used their app and arrive to pick up my order, they act like they have never been trained on how to process a customer in this manner. The manager always has to get involved. My last visit, and final visit, was on Friday, one week ago, 6:25ish pm. I did not leave a review on that day because I didn’t want my frustration and anger at the situation to bias my remarks. So, now I’ve had a week to reflect and process.

We ordered using the Jack’s app, about 30 minutes before we were arriving. We kept our order, simple, because of our history with online ordering at this restaurant. So, everything as is straight from the menu. No customizations, just a double cheeseburger and a single cheeseburger, a large order of fries, a strawberry milkshake, and a scoop of vanilla ice cream. We arrived about 8 min ahead of our ETA. Told me girl behind the speaker we had an app order, and gave her our order ID. We pulled up to the window, waited about five minutes, and were asked to park ahead and to the right. No problem, we were early anyway. We sat in that parking space for 34 minutes, watching the less than three cars hit their food and leave. Finally, the cashier running orders out to cars noticed we had been there a long time, and asked us why we were waiting. We told her we had ordered on the app, and we’re asked to wait here almost 30 minutes ago. She was very nice, and friendly, but had no idea what we had ordered or that we were even waiting for an order. She said she would speak to her manager immediately, and that he would expedite it. After another 15 minutes of waiting, we decided we would just ask for our money back and go somewhere else. So, we backed into a spot closer to the front door, and proceeded to park and walk into the store. the manager met us about halfway, and he was holding two small bags, and a strawberry milkshake. We informed him that we would, at this point, rather have our money back so that we can go somewhere else for dinner. He informs us. We are welcome to do that, but we must take the food with us because it left the counter area and, due to health code policy, could not be returned. He also informed us that he could not refund our purchase because it was ordered and paid for via an online process (not at the physical store) and we would need to request a refund in the same manner. I wouldn’t say he was necessarily rude to us, but under the circumstances, he was not the least bit, apologetic or empathetic. The young woman we spoke with earlier was way more professional and kind.

Finally, we just excepted the food and left. By the way, the milkshake was warm as if it had sat there since we first arrived, instead of a double cheeseburger, we got a BLT, and none of the...

Chicken sandwich was very good. Fries were okay. The sweet tea didn't taste fresh. Not bad though for the price. The reason for 3 stars was only because of Ms. Wanda, the hostess! She came to our table with a friendly hello and asked how we were, and if she could refill our drinks. That made our visit good as far as being in the dining room, HOWEVER the young man at the counter practically glared at us when we approached and he came from the kitchen area. He said NOT ONE WORD of greeting, nor had the customer service courtesy to say, "May I help you?". It was as if he wasn't happy we were there. There was only one other couple in the dining room and NO LINE. VISIT - SATURDAY July 22 at 11:16 AM. Please teach your young customer service agents some actual customer service skills. For example, "Hello, welcome to Jack's! May I help you?" While the dining room was fairly clean and neat, the garbage can at the door area was full. The worst was the ladies restroom with tissue all over the floor and VERY GROSS and NASTY toilet bowl brushes behind the toilets. The one stall I could go in had a terribly pink molded brush in a dirty and dusty holder sitting in the corner. That pink mold and dust says someone is either not using it or doesn't actually brush the toilet bowls with it. Probably a spray and flush type way of cleaning from the looks of it. Manager needs to address this; it looks like a health hazard sitting there. I get it- some employees don't give a flip about their jobs or want to be there, however it is up to supervisors to do follow up. Worked in restaurant, schools and retail for over 25 years altogether, with some management time and that would be...

*Update: from 1 to 3 stars. New owner invited me to try again. Still some staff issues and lack of product but better.

Disgusted! I will never go back to this horrendous place and will tell everyone else to not waste their time! Absolutely appalled at how terrible this restaurant is! The owner needs to clean house because the staff here is ruining this business, running it into the ground! Out of two times online ordering pickup, the first I never got my food: manager said the "system" wasn't sending in orders properly (lies), and would not give me a refund. I had to call some lady multiple times and wait two weeks to get a refund. They didn't even have any chicken to fulfill my order when I got there to pickup! I gave one more chance yesterday, and surprise! Still didn't have my order ready, didn't know anything about it. Had to wait 15 mins while she prepared it. The fries were not that fresh and the chicken was dried out!! So disappointed. I've been to other Jack's and had a good experience, but the staff here is very rude, inappropriate, and lazy! Always somehow out of their staple product for some bizarre reason. I don't know how a business can allow people to destroy a restaurant that...