Fazoli's — Restaurant in Frankfort

I usually don't have a problem here but this time was way different. I was placing my order on the kiosk and she asked if I wanted to stay there. I didn't really care either way but it seemed she wanted to do the order. Or so I thought.

Next time I'll stick with the kiosk or order online because the whole experience was terrible.

The keypad showed options to tip and the option to not tip was hard to see so I asked for help and didn't get help or a response So I pressed the option that I thought said not to tip and asked her again for help because I couldn't tell what was going on.

She told me I cancelled the transaction. So we had to redo it. Again I asked for help because it's unclear and it's not a tap or insert and it works system like literally everyone else. I'm back to needing to know what button to press. I lost track of the times I asked for help. At some point she said the f key at the bottom (I'm pretty sure she said bottom right) but I wasn't seeing it. Finally she pointed it out but it wasn't at the bottom (right) it was second to bottom and because of all the unhelpfulness and nonsense I literally couldn't find it.

When I sat down, I ate some and then found a hair in my food.

By this time another customer was asking for help because they also couldn't get the system to work and didn't know what to do. It took 5 or 6 times for him and each time he got more and more frustrated because she didn't want to help until he left her no choice because the line was piling up. She pointed like she did me and it still didn't work. Finally she pressed the buttons. I know we're done with handing the card over these days but maybe that needs to be done if anything to make sure the line stays moving.

Perhaps she's not a fan of the system, to be fair neither am I but if you can't help someone you shouldn't be at the register. It took far too long for both transactions and by the end of it you don't even want to eat anymore. Probably a good thing since my food was hairy. 🤮🤮🤮

If I come back I won't be using the register. No one likes to be treated that way when you're just trying to pay for food and eat. Fazolis needs to get an updated system. No one's tipping someone who can't be bothered to at least try and do their job which includes...

I only gave a 1 star because it wouldn't let me leave a comment if I didnt. We came in waited for 15 minutes to order the kid at the register clearly didnt need to be on a register as he didnt know a darn thing about it or the menu He charged me 3.99 for a kids spaghetti and argued with me saying it wasnt kids night I showed him the sign and still got charged 3.99 for it wasnt going to argue when there were more guest behind me. Wait at the table for the food that took forever. Finally brought the food 4 bread sticks for 6 people. We asked could we have fresh breadsticks with extra garlic butter she said no we couldn't get them like that. But could bring us a side of butter. So we got half way through the meal NO BREAD STICKS my husband went to the counter 3 times and they said sorry we are really busy I've always thought guest were important but apparently not. We will never eat here again. Fazolis has really gone down hill in quality of food. Guest service and cleanliness and definitely gone down hill on managers and how they present themselves and handle...

Edited to say by now, 8.15.25, I immediately responded to the below email and included a copy of my DL to prove I am who I say I am, since the instruction they left was here in the open for the world to see (🤦‍♀️) and I have not heard one peep back from anyone associated with Fazoli's Changing all to 1 star and would probably give 0 if I could bc really? Why even post the crap below just to continue to ignore me? Smh.

......... original review below..........

Paid extra for meatballs, didn't get them. Tried to call, no answer. No return call, horrible that I would have had to go back over and order of meatballs, which were pretty pertinent to my spaghetti unfortunately. I was just hoping next time to get them and I can't even do that since after 6 calls, no live employee ever answered the phone and when I left a complaint it was never addressed with me. Nobody ever called, text or emailed me to address the problem even though I left ALL of my contact info to facilitate that....