Jakes Burgers and Beer — Restaurant in Frisco

Update After I posted the review below, I sent a note about our experience to Jakes through their website and received a very prompt response from their corporate management team. I am very pleased in how quickly they responded, and we've agreed to give Jakes another shot. I hope our experience will be vastly better than it was on Friday.

We went to Jakes to celebrate my daughter's 2nd birthday this past Friday and had one of the worst restaurant experiences that we have had in years.

We were sat at 7:00. There was a large party in one of the side rooms, but other than that, the restaurant was about half full.

We had a party of 4 adults, 2 kids, and one high chair. The hostess took us to a 4 person booth that was obviously way too small for 6 + a high chair. Luckily, there were plenty of open tables so we just pointed to one that would work and she sat us.

Our server greeted the table and took our drink orders promptly, which was good. My beer came out in a frosted schooner, but the beer itself tasted like the beer lines hadn't cleaned in a while.

We ordered our food at 7:20 or so, and the food did not get to our table until around 8:00.

Everyone got their burger except for me. When the server noticed that my burger was missing, she checked her note pad and asked me what I ordered. I repeated my order, and she said, "Shoot. Let me put that in for you."

My cousin ordered her burger wrapped in lettuce. Instead, the burger was served on a bed of shredded lettuce. The server told us that they did not have any non-shredded lettuce to wrap the burger. So instead, we requested a gluten-free bun.

15 minutes later, the server brought out a gluten-free bun that was warm and soggy. The burger was now cold. When we told the server about the cold burger, she asked, "Would you like me to microwave it for you?"

We responded that the burger needed to be remade and showed her the soggy bun.

Another 15 minutes passed and her remade burger on the gluten-free bun came out. Everyone else was mostly finished eating, and I still had no burger. Over an HOUR after it was originally ordered.

We flagged down the manager and explained the situation. The manager apologized and said that she was unaware of any of these issues. She said that they would be taking care of part of the bill.

Finally, my burger arrived well after everyone else was done eating. The fries were brown. I'm guessing the fryer oil should have been changed days ago.

I ate it quickly because we needed to get my two year old home for bed. The waitress asked if we wanted any complimentary desserts, and we said no because we needed to get the kids home as it was late.

I went to the restroom, and it looked like it had not been cleaned in a few days.

When I got back to the table, she still hadn't brought our check. So I got back up, found our server, and asked her to please bring our check.

She brought our check. Thankfully they at least took off our burgers, but they left our fries and drinks on the bill. We asked for a simple split between our two families, and she had several items mixed up and put on the wrong checks.

Tired of the entire evening, we simply paid the checks as they...

Update: after the owner replied I attempted to reach out to which I was informed the email address has outside emails blocked. So again, another dissatisfied experience with Jakes. If I could give negative stars I would. Let's start from the beginning. We walked in with a party of 6 at a time when the restaurant was nearly empty. They escorted us to a dirty table in a restaurant full of empty tables. We ordered drinks, appetizers, and 1 drink from the bar. 15min go by and one of the memebers of our party had to ask about the alcoholic drink that was visibly left sitting at the bar for over 10mins. Ok.. fine... then the server comes to take our orders, with several questions about the menu, the server kept repeating the answer "I'm not really sure", your staff is unsure if a burger comes with fries or not?!?!

The server proceeded to take orders and forgot to take EVERYONES order so we had to stop her so she could get the rest of the table's orders... 35mins later we see 2 servers take a tray of food (all looking identical to our order) to another table. The customers looked at it, PUT THEIR HANDS IN, and said it wasnt theirs and sent it back. The servers loaded it up on the tray, took it to the back for 30secs and brought the sameeee tray of food and handed it to us. All 6 plates of food were ICE COLD. the nachos looked like microwave nachos you forgot about and reheated 20mins later and were dripping oil. Every burger was cold, and we werent able to tell if it was because it sat back there too long or of it was because it wasn't thoroughly cooked. Not one thing was hot. Orders came out wrong. Things forgotten etc. We asked for the manager who proceeded to tell us that he would take our criticism to heart and asked us what we want him to do about this!? We were told our whole table would be comped but they charged us anyways for the appetizers. Wth?! After we complained, he went to the table that recieved our food initially to which they also complained of cold food to which they sent back twice before storming out! This brings so much shame to the original Jakes and in Frisco, none the less! As I type this I am busy puking up my ice cold turkey burger that apparently answered my earlier question- not cooked. So incredibly disappointed and would NEVER recommend going back to...

Because our orders have been wrong the last 2 weeks we were told to never order from your restaurant again by Tanya and Jack. This is extremely disappointing considering we have been servicing your restaurant for a year now without issue. Jack asked me if we were not happy with food why do we continue to order. As I have expressed it is understandable things happen, so of course since we are local and management keeps changing, we hope things would get back on track. Jack stated we always ask for refunds which is untrue. Tanya offered a credit to my card the 1st time which I never received. I told her at that time I was just informing her for future reference. The second time when I had the frozen eggs I paid in cash. I returned the salad for a fresh one which 30 minutes later was still not ready so yes I said to not worry about it and to just refund my cash since I never received the credit back to my card the 1st time. Jack insinuated (which he said came from Tanya) we always ask for refunds which is not true! Being offered a refund for uneaten food is not the same. Now today when we they forgot the dressings again and when asked why chicken was ice cold Jack stated we were trying to recreate their salad which again is not true because previously all of the salads we received the chicken was indeed hot so much it melts the cheese. Now if you have changed the recipe to place cold chicken on salad that is definitely understandable. My husband only asked for his money back while returning the salads because you told him to NEVER ORDER from you all again and that corporate would credit him back, but how is this done when he paid cash? What do we have to gain with no food and now having to find something else to eat? This is really sad in how you all handled this especially after we supporting your business even through all of the managerial changes and we have never had...