Grandy's — Restaurant in El Paso

This is a hard post for me. I love Grandys and have been going since I was a kid. Customer service and food are always on point. This visit was different. I went on 10/06/20 on a Tuesday special night. The drive-thru was crazy long which I expected. No worries I got down to place my order. I was told they ran out of mac-n-cheese and I would need to wait 10 mins. Again, I didnt mind because Grandys is good! So first off the female cashier didn't welcome me and had a negative attitude, you can tell she didnt want to be there. I noticed a lady in blue giving a friend of hers free food! None of my business but I have a point. I get home to my family so we can eat. My husband was missing the mac-n-cheese I waited 10 mins for. So I attempted to call more than several times but the line was busy. So I drove back to Grandys to get my order fixed. While I'm driving and waiting inside Grandys to be "taken care of" my plate is getting cold at home.The same cashier helps me, again no acknowledgement. I told her why I was back and showed her my food and she took my plate, another employee (a guy) asked what happened and I explained. This guy employee apologized to me and said they would get me one with mac-n-cheese. I asked about the phone line being busy and how I was calling and he said oh let me check, he came back and said oh yes ma'am I'm sorry it was off the hook. The lady in Blue which I'm assuming was a manager was helping a young man and providing him free food and sinnamon rolls and said ill see you at home. The lady in blue hears the guy and says what happened. This guy said "she was calling cause her order was wrong but the phone was off the hook". The manager went to the back and didn't acknowledge me. I left and was not happy how I was "taken care of" the female cashier didn't apologize, just placed my food in the bag and walked away. I called this morning and spoke to Don and explained what happened and how I was going to bring it up last night to the manager but saw how she didn't acknowledge me so i wanted to bring it up to a manager I thought that takes care of his customers. I was wrong, Don said I think the lady you saw was the GM, and I can talk to her. Once again not taken care of. Again, Managers with no customer service, unprofessional, and now I see where the employees get their attitude...

Grandys is pure trash. It is not what it used to be, which is why there aren’t so many left. The food is never consistent, the customer service is absolutely ridiculous and there’s always an excuse for why your meal isn’t the way it supposed to be. And the crazy thing is they just raised their prices on the country fried steak yet the food is worse than it was when it was 499. Like what am I paying for it because it’s not consistency?!?!?

Half of the time I order, there’s something wrong with my order. I recently had an issue where I had someone pick up my order and not only was my order not correct, but it was missing items. I ended up having to go somewhere nearby to feed my kids. I was told from the manager to come back up there but I told him I did not live close so she told me to come back up at a later time and they will replace my meal as well as give me the extra roll I paid for that was not there.

I go today to get my replacement and I’m in line for 15 mins being interrogated about a $7 meal I was told to come back to get. It got to a point where I just said let me just pay for the meal. The attitude and the rudeness was the part I couldn’t understand. Then she wants to give me a lecture about how I need to get somebody’s name and how they’re opinion managers and on and on about stuff I really don’t care about. Ma’am, I don’t know that there’s three managers who work here nor did the manager I spoke to on the phone inform me that I needed to have her name to get the item. She said my name would be in the book and I did as she told. Had my order been correct, I would have no reason to be here right now speaking to you about this matter. But the attitude and the way she passed my bag to me and the goodbye rude greeting was not OK and very unprofessional.

I definitely will not be coming back to the Grandy’s anymore. I’d rather pay eight dollars somewhere else. Not like the quality is there and the customer service is definitely a...

Used to love this Grandy's location. Been eating there for years - with family, when i worked nearby, even when I lived far from it I took the time to drive out. Went through drive-through for Tuesday Country Steak special around October 2016 - had a hair in my food when i got home. Called & was basically reprimanded by a young lady who questioned why I took the plate all the way home with a hair in it, and demanded that I return it immediately or risk not getting a replacement. I did not bother going back, just threw it out. Stayed away for a while due to the bad service. Fast forward to early February 2017; got breakfast once, was good. Went again on Feb. 22nd & ordered two hotcakes plates with bacon. Got home to find long hair stuck to the inside top of the foam container. Didn't bother calling this time, just threw it out.

The food at Grandy's has been great for years. The decline in quality and service has seemed to come from the lack of pride, care, and enthusiasm that used to, but no longer, exists in this restaurant. I have had poor dining experiences in dine-in and drive through over the course of the past 12 months. From rude attitudes to obvious iron-fisted management running all over employees in front of customers, I feel this restaurant has pushed me away for...