Schlotzsky's — Restaurant in Fargo

It's my opinion that the best test of customer service is how the business responds when they make a mistake, and boy did the Fargo Schlotzsky's staff really wow me when they made a simple mistake.

I placed an order on the app for a small sandwich and drink for pickup inside their store. They were absolutely slammed with online orders, in store customers, and a line in drive thru - and it was about an hour before close so I'm sure staff was limited. They must have had 20+ orders to fill, yet the staff remained calm and friendly.

After picking up my order, I went home and as I was walking in the door, I received a phone call. I answered and the caller told me he was the GM of Schlotzsky's and he was pretty certain they had accidentally given me the wrong sandwich. I checked and sure enough, they did. He was very apologetic and told me he'd refund my order. I asked if I could instead come back and have them give me the correct one considering I only lived a couple minutes away, and he said yes, absolutely!

When I returned to the store, the employees were not only incredibly apologetic, but they also gave me a free cookie and upgraded my sandwich to a medium. It was also made completely correctly, which often isn't the case at restaurants considering I typically order my food with a few modifications due to dietary restrictions.

Overall, I was blown away! I mean, how many restaurants would CALL you when they think they've made a mistake? And then to more than make up for it on top of that? Kudos to the GM and all of the employees...

update This store has had months to work the kinks out. They haven't. 39 minutes in the drive thru to be handed a cold pizza. The app also charges you a convenience fee to use it. So my 2 star rating is dropping to 1. The dining room isn't long and 40 minutes wait times at the drive thru aren't worth it!

My one-star review is going to be a two-star review because the food is delicious when they actually made it properly. That being said, whoa. This location is a hot mess. The employees are new, but they shouldn't be so new that they still have no idea what they are doing.

I ordered in the app with a wait time of 12 minutes. 14 minutes later, the app informed me my order was ready. I went in. It was not ready. In fact, it too 35 minutes total for two pizzas to come out. If they're going to take 35 minutes, okay...but SAY that. Don't tell me 12 minutes and expect me to wait more than twice that.

Even worse, by the time the pizzas came out, one was fresh and one had obviously been sitting there for a significant amount of time because it was cold.

I have been to the new location twice now, and both times, the person at the registered seemed overwhelmed. The manager was incredibly unfriendly. I think the store will be amazing if they can get the right staff in and figure out what...

I visited at about 3pm yesterday to order food to go - it was not busy. No one in the drive through, one table seated inside, with another table that had an employee on break. Waited for several minutes for anyone to even come to the front, which only happened when the employee on break went in back to get someone's attention. Another employee came out to the front and asked for my order. I said "Okay, I have kind of a large order so please bear with me." and started to order when the person 'helping' me just walked away to the back without saying a word. I waited a couple more minutes, then gave up and left. The people behind me in line also left. I was trying to purchase food for 8 people and would have been willing to wait but I wasn't even able to order. I'm an understanding person and know restaurants are short staffed right now, but I went in at a slow time, was willing to wait, and would have been very happy with slower service. But there is really no excuse to just...