Rally's — Restaurant in Florence

Go anywhere else to eat but here. Worst management and customer care I’ve ever seen in my life!!!

I was here at 12:30 am to pick up an Uber Eats order. I sat at the drive thru for a couple minutes and no one responded. I looked up store hours and it said closes at 2 am. I pulled off and noticed employees inside. I parked and called the store and no one answered. I was still sitting in the parking lot with the phone ringing and watched two employees take out garbage and proceed to thier car and gas powered bicycle to leave. No one even acknowledged me. Had the employee I was parked next to simply stated they were closed, I wouldn’t be writing this. All the lights were still on, but I left. About 1:30am I got another order. I go back to the store (where I am sitting to write this) and everything still looks the same except no employees. There was a line of cars in the drive thru about 5 or 6 deep. I watched them slowly pull away as they realized the store is closed. Since the person in charge didn’t turn off Uber Eats, I’ve now wasted over an hour of my time and my customers (and also yours) aren’t getting thier meals. This is unprofessional, and inconsiderate. I hope there will be consequences for the employees for this. I already know the store will have consequences of loss of sales since Uber will suspend your sales for atleast 24 hrs and word of mouth is terrible for business. I absolutely will copy and paste this into Google reviews as well as Yelp. I also probably will not accept any deliveries from your store either. This happens all too often for me to not say anything. Thank you for your time.

October 18, 2022–update: Just received a phone call from I assume the store manger in reference to a complaint I sent two nights ago. She was so rude and unprofessional. She told me she will make sure I am blocked from picking up from her store. This was after she told me her store has to close early at times bc of scheduling and that they’ve been doing it for months. Well considering I actually live in SWFL and was evacuated due to Hurricane Ian, NO, lady, I wouldn’t have a clue you’ve been closing early for months. I will write a review every time you contact me ESPECIALLY IF YOURE RUDE & threatening. Furthermore, your stores actions triggered my complaint and you’re just mad bc you got caught. And Uber suspended your orders...

This particular location is a milestone and is significant to many memories from the early years of growing up. With the consistant development and advancement of technology and lack of dependable help these days, it only makes sense as to why Rally's would add AI to handle order taking for the drive through. However, the suggestive up selling is a bit much. Human interaction is a big part of every experience and adding AI that is programmed to try and create bigger ticket sales at every pause can be frustrating. It's like trying to call your insurance company, banking institution or your cell phone provider and giving your information to the automated representative to verify who you are and what you need help with only to have to re verify yourself after every transfer. ANNOYING! .....to be around 30 years and still be one of the industries top dogs speaks for itself but.....you didn't get there on your own. The customers have been around 30 years as well and most of us come knowing what we want to order. I can only imagine some poor soul blaming the AI for suggesting those delicious bufford bites on top of their combo that already has unknown calories to them as to why their health if failing 😅 and trying some slick stuff with legalities. It's a great idea don't get me wrong, but maybe just have it do suggestive selling instead of "UP" selling outside of normalities...... I just wanted my spicy chicken sandwiches and my number 6 5 piece combo. In turn I had a bad experience because I was talking rubbish to the AI and an employee decided to not let me have my moment which in turn caused a bad experience for both of us. No hard feelings to the employee though, I think it's funny we got into a brief argument over stupid...

I was so excited for s Rallys Champ burger. I don't have a Rallys near me. This was an awful experience. I have bowel disease and absolutely cannot eat lettuce. I shouldn't have to go into great detail about not not wanting lettuce or ketchup. I was in a hurry to get back to work and was going to eat in the lot. Took one bite of my burger and there's lettuce. Didn't see it when I looked as it was on the bottom. Now I'm concerned about it causing me to bleed but it's just one bite so I'm hopeful. I park and go to the window. I handed the burger back and said, I absolutely cannot have lettuce. They boy said he couldn't throw the burger with lettuce away. I asked if when they got me my order could I have fresh fries as they were pretty slow and a little busy. There were 3 customers behind me. The next cheeseburger wasn't a champ. This one had fries on it. And there was no fresh fries. I open the window at that point to tell the girl who originally took my order who I think was the manager that I wanted fresh fries for waiting here for so long. She says no and yells at me to never put my hands on her window and she didn't have to take this??? I never yelled, I never called her names but now she's accusing me of it and is looking at me like she's about ready to fight. I ended up asking for my money back. The customers all thought it was a real scene how she acted. Unfortunately I don't have a Rallys anywhere near me and really was looking forward to it but I ended up with no lunch and had to get back to work. Do better people! It's not that hard. Someone needs to train that girl right because she's clearly a hothead and will flat come at you. I'll never...