McAlister's Deli — Restaurant in Elgin

On Saturday February 10, 2018 I called in a order so when you call in your order if you want to speak with someone at the restaurant location you have to press #3 if not then you will be speaking to someone in a call center so needless to say I frequent this restaurant regularly. Once my husband and I arrived we go in to get my order so while looking over the order to ensure that the order is correct I noticed that the Rotel is missing from the chili for the Ultimate Nachos, the cashier proceeded for about 3 minutes to convince me that's how the Ultimate Nacho come and I explained to her that I come here regularly and this is not the way in which the Ultimate Nachos come then she said oh your taking about the Rotel, we out of Rotel. I explained to her that this wasn't told to me when I called this location and place my order. Then another young lady, who I am assuming was the manager on duty walks over very authoritative saying now what's going on here..... Then the cashier says to her we out of Rotel for the Nachos and I added I wasn't given that information when I called this location and order my food... so the manager states we have Rotel for the Nachos. So of course at this time my expectation is for my order to be completed the way I ordered so the cashier and the manager are going back and forth about whether the restaurant had Rotel, so the manager calls back to the kitchen to the female cook and asked for so Rotel for my order and the cook replied we are out of Rotel at which time the cashier states to the manager I told you. The Manager says I was just asking so of course I am very irritated and I replied to the manager you weren't just asking you told me that you had Rotel for my order so when she attempted to provide me a lame excuse I just held my hand up to her so she would stop talking. No one was attempting to accommodate me for the miscommunication or apologize for my inconvenience , everyone was passing the blame back and forth. I asked the cashier who by this time was holding a bottle upside down waiting on the strawberry syrup to trickle down for my strawberry lemonade and barely put any in the cup even though I paid 0.40 for an extra strawberry shot for some cheese since there was no Rotel. So the Nachos were disgusting and the baked potato was burnt on the bottom $11.64 down the drain. I usually frequent this restaurant in the day and have never encountered any issue however with this experience I will be taking my business to the location on Forest Drive. In closing when your a manager at a restaurant when you begin your shift you should have a meeting with the kitchen staff and the front of the house staff to find out what you do and do not have and what your expectations are...

Never in my over 50 years of living have I experienced such vitriol, unprofessionalism, rudeness, disrespect and sheer heartlessness in my life, as I did w/your staffer/mgr., Cameron. Today, 5/5/25, at your Two Notch store, I came in to purchase food using my $5 promo card after I'd purchased a $35 gift card on Sat., 5/3. Well, I rec'd the wrong card on Sat., so the young man who took my order didn't take it as a "Choose 2" as I asked, so it was full price. What's worse, $5 the card wouldn't work. When it he couldn't get it to work (it was a regular gift card the Sat. staffer rung up & gave me after the $35 purchase, but I was told nothing was on it), he called Cameron. Cameron quite bluntly told me the card was empty & it was the wrong card; she hesitantly gave me the $5 card & implied I needed to use it later. I said I wanted to use it w/this purchase & she said I must load it in the app (thank God my daughter was there to help). I told her I wasn't told this w/the other card, she said it's in the fine print. I'd already been there at the counter for 20 min's. I told her that as the customer I was given poor service w/the card on Sat. & the length of time I'd been there thus far today, so I felt victimized. She responded you're not the victim and your balance is $9.99. When I questioned the math, she stated you got a whole sandwich. I assured her I ordered the Choose 2, to which she asked that I return the container given me w/the whole sandwich & the soup, so she can exchange it out. At this point, I am done with this girl, as she stared me down when I said, I can't believe you're going to take my order back to give me less after my being here for 30+ minutes due to a card given me in error!! So, she stared at me agin and I was so frustrated I just said I'll pay the higher fee (seeing as she conveniently couldn't fix the cash register to show the Choose 2 balance, while simultaneously trying to get my prepared order back to take half the sandwich out). In the end, I was there for 42 minutes, paid more than I should, I rec'd attitude and disdain from Cameron who continued to argue with me, and I left embarrassed as this was carried out in front of other customers. Cameron showed me a level of disrespect unlike any I've ever experienced. This will make you not want to go there...

Placed an online order 11 days ago and left with NO food and NO refund. UPDATE DAY 14 now* Order was made wrong and the manager Saniyah thought it was acceptable to pick apart my sandwich instead of remaking what I paid for. As I watched her do this I asked for it to be remade instead and she turned to her coworker in the back and laughed and said “im not bout to remake this”. Clearly she didn’t realize she said it loud enough for me to hear over the two counters. When I asked for a refund and told her why and that it’s crazy to say that with me standing right here listening she of course changed her tone and said that she didn’t say that or anything actually. Crazy right. I stood in the now busy Mcallisters waiting for either my food to be made right or a refund for 47 minutes. There was so much back and forth and the manager didn’t know how to do refunds. Whoever she needed help from on the phone kept giving her the run around and ended up telling her not to remake my sandwich after I stood there for 47 minutes. So I left with NO food and NO refund. $18.34 for one meal I don’t think I was asking for too much. Now it’s 11 days later and still I have NO food and NO refund. I don’t have extra money to just give to McAllisters!!!! I was told about 3 business days. 3 to 11 is crazyyyyy. I would like my refund.

UPDATE My sister ordered food the same day and hers was also made wrong. Our names are similar so I hope we aren’t being confused or assumed to be the same person. I want my refund. This is absolutely ridiculous. $18.34 gone and I stood in there for an additional 47 minutes. Left with NO food and NO refund. Now onto DAY 13 (thirteen, one three, 10 days past the estimated 3) I called the store only to get lied to because once again I have NO food...