Jack's Family Restaurant — Restaurant in Fort Payne

I usually don’t leave reviews because I work at an establishment that gets paid off of reviews and I’m just not one to take money from someone’s family.

I had the worst customer service experience ever tonight at my home town Jacks on the north end of Fort Payne and I will never go back. I understand that some things have a wait and I would’ve been a better sport about this if someone had apologized for my lengthy wait on an order of mashed potatoes with gravy, cole slaw and two biscuits. I waited more than 20 minutes for these items with a screaming 10 month old in the back seat. Four people left after I ordered with their food and I still sat there waiting in the drive through. I went in the first time and asked where my food was and they assured me it would be out soon. I went back outside and waited about 5 more minutes until my child started screaming again so I got him out of the car seat took him inside and waited until they gave me my food. I didn’t receive an apology, a 10% discount or ANYTHING. The workers were complete smart asses. I walked back out and was fuming. I put my child in the car walked back into Jacks and asked why it took so long to receive my food and the least they could’ve done was apologize. I then received a half ass apology from the “manager” on duty and she shrugged her shoulder and said I gave you the reason it took so long for your food. Joke of a restaurant and your employees are even worse. Definitely not courteous of other people’s time or have any sympathy for other human beings. This would’ve have turned out way different for me if they would have treated me with more respect. I worked in fast food for 11 years and never treated anyone the way I was treated tonight. This is not the first time I have went through this same restaurant and my order be wrong almost every time but I understand people have bad nights and I always keep going back because it’s fast. Shame on me for going...

11-12-22 arrived at 9:45pm they close at 11pm placed my order in the drive thru. I ordered a Big Jack Combo made large, and I had a free make it large card, I asked for the fries to be fresh because the last time we spent over $30 we asked for fresh fries and it was ignored. Sat in the drive thru for 20 minutes before arriving to the window, finally the car in front pulled off, we paid and they didn’t acknowledge my free make it large (it’s okay I’ve been there 30min for 1 combo) I politely asked the food to be fresh and they were like okay pull up…I was frustrated but I wanted fresh food, waited another 15min..The employee brought it out to the car and for sure they had plenty of time to get the order right, WELL opened my bag and received a regular fry, ice cold. So I got out of the car came in, and the employees was laughing, I handed the male employee a single fry to show him it’s cold, he grabs it and eats it, after I handled it, well the manager Jelly (?) said well just heat it up in the microwave, yes that’s a option but I’ve already paid and wait over 45 minutes for my meal, well the male employee said you want 1 fresh large fry, I said yes please, and I wasn’t even hateful at all, even with them giving me attitudes. The employee proceeded to go to the cooler with washing his hands or using gloves, and pulls out 1 single fry, and said “this is what you want one single fry” and I was just shook the manager let’s this go on and let’s the employees disrespect customers, but (I could see where they get it from, because obviously she don’t care either.) so another employee said please drop a fresh large fry and he did, but the smart remarks kept coming. FINALLY after 45 minutes I receive my fry but my burger was cold. I wasn’t gonna bother, they just kept laughing so I just left. I understand the food industry is rough but come on, the manager she needs to be helping these young people...

My husband went to pick up food some tonight. I just so happened to be on the phone when he was in drive through. The woman who is working, the drive-through was rude. As my husband placed the order, he told her that he wanted a four piece chicken, tender with a side of mashed potatoes and gravy Diet Coke as the drink and cookies and cream milkshake. He got to the window they seem decent enough. They said they were going to cook the meal fresh for us. It was close to closing time. However, as soon as the woman brought out the food, my husband went to check it one they gave us fries instead of mashed potatoes and gravy to The shorted us one tender, and when my husband went into rectify the situation with the mashed potatoes and gravy he watched her make it up for him, and the woman was acting as if she was doing my husband a favor. My husband’s not a big advocate for checking the food too much before he leaves the fact that he did it. The first time was pretty decent, but not many people think to look at the food a second time, but when he brought it home, you could tell that the woman just simply scraped what was left on the bottom of the mashed potatoes and the gravy, and there was nothing more than a bunch of dry, crusty bits of gravy on top of this mound of mashed potatoes and the gravy was also over pouring over the edges of the lid. The chicken also look like it was undercooked. It’s funny because I told my husband I’d rather him not go to that Jack’s to begin with because of a bad Facebook review that I saw a couple months ago for that particular location, my husband and I are both familiar with working in the food industry and when we don’t visit certain places for a while, they’ve had a bad review we usually try to give them another chance to see how things turn out since the last list and unfortunately they just proved to us that they still have...