McAlister's Deli — Restaurant in Forest Acres

Waited 50 minutes on our order before checking on it. The restaurant was busy and we understood it may take a while. I asked the person at the counter and he said he wasn't sure that he couldnt see our order on the board and that it'd probably be another 10 minutes. After waiting an additional 10 minutes, I asked again and was told that there were no potatoes and that it'd be another 40 minutes. At this point it had been an hour and if I hadn't gone to check, I guess they wouldn't have informed me that I'd be waiting another 40-50 minutes on top of that. Since half of my order was for potatoes, I asked for a refund along with another customer. The manager (Kayla), who was on the line making orders completely ignored us for another 15-20 minutes although she could clearly see and hear us asking for refunds. After being there for an hour and a half and not even getting our drinks let alone any food, I became very agitated and angry (which I absolutely hate doing) and the manager finally came out to give us refunds on our orders. She was rude and unapologetic and said that it would be 3-5 days and that she was going to have to go through a lot of trouble and have the refunds approved by her supervisor before they would process. She offered not a single apology for our experience.

The other customer was provided an itemized receipt, I was given one non-itemized one after asking several times. The other customer was charged taxes and a $1 fee for ordering online and the manager told her that there was nothing she could do and that she could only give her back $28 of her $33 order. She offered them nothing else, no drinks, no food...just a very bad attitude. I'm not entirely sure I'm even going to get a refund, let alone a full one.

After dealing with the situation for almost an hour and a half and getting no food and nothing but attitude from everyone working there, all I wanted was to get my family out of there and get them something to eat. Kayla has absolutely no business being a manager and the other employees are incredibly poorly trained, which you can see from another 1 star review left a couple of weeks back. I've never had a worse customer service experience than what I saw at this restaurant. It is worth mentioning that there were many other customers who also waited 45 minutes to an hour on food they didn't receive. And, that there were doordash orders that were going out incomplete as well. Needless to say, I would not recommend visiting this location, nor would I at this point recommend visiting...

Today my husband and I and our 2 kids went to McAlisters to order take out food. We ordered 1 adult sandwich, 1 adult salad, and 2 kid salads. When we got home to eat, we noticed we had 3 kids salad and no adult salad so while i stayed home with the kids to allow them to have lunch (they were hungry) my husband went back to Mcalisters with the 1 unopened kid's salad that should have been an adult salad. He took his receipt with him to show he purchased an adult salad. One of the employees told my husband he needed to bring all the meals back!. Are you serious?!! He is already there with the unopened salad and the paid receipt and you want him to go back home and interrupt the kids eating to take back their food to prove we received 3 kids meal instead of only 2!! That's absurb! The kids order was fine (except 1 didnt come with chicken when the employee specifically told me adding chicken to the salad is free). Why should their lunch be put on hold too?!!!Luckily my husband was smart enough to take back only the lids from the kids' bowls plus the unopened one to prove they were all kids' salad. I understand some people in the world are dishonest and can't be trusted but did he give you reason not to trust him? Do you really think a man that came into your restaurant with his family would miss his family dinner time to go all the way back to McAlisters just to lie about a $7.99 salad?! Because of your mistake, and poor customer relations, he had to make 2 trips there to prove he wasn't lieing. I've been a valued customer for a long time, McAlister, but this incident just puts a bad taste in my mouth. I'm disappointed to say the least with your customer satisfaction skills today. I am not a satisfied...

It may seem weird that I've given the food and the service and the atmosphere, 5 stars and one star overall. There's a reason for that. I waited in line over 20 minutes. There were two people in front of me and there was one cashier manning the register and taking orders. In my opinion she was who was doing the very best she possibly could with what she had been given....my question is where were her co-workers and why did the Manager not step up and come out to help???

The cashier apologized and said she was sorry it took so long but there were only two people in the kitchen preparing food and she was the only person at the register. This was at 2 p.m. on a busy Saturday afternoon. I did over hear her say that they were short staffed and people called off that should have been there to help provide support to the team. Again she performed phenomenally. The food is good as always, the restaurant was clean.

People have to realize that when they don't come to work, they put a ton of stress and strain on their co-workers. It's unfortunate that she had a shift like that. I hope she doesn't have any more moving forward and McAlister's really needs to look into hiring people that are going to show up to work. I work in retail so I know the value of supporting your team by showing up when you're...