Schlotzsky's — Restaurant in Frisco

I am giving a one-star review not because of the food (which is very good), but because of the service. We frequently order from them via Uber Eats. Three times in the last 3-4 months they have messed up our order. Each time, the errors consist of leaving items out. The first time it happened, the Uber driver hadn’t left yet and offered to go back and get the missing food. I called the restaurant and explained what had happened so the food would be ready when the driver got there. Ok, that time it was solved and we figured it was a fluke. We gave the driver a good tip. The next couple of times all was good, but we did leave a message for the driver to have the restaurant double-check the order before taking it. Then, we got another order with missing items. We just asked for a refund that time. The next couple of orders were fine. Then tonight, once again, we got an order with two items missing. I called the restaurant [again] and explained to the manager about the missing items. He said all he could tell me was that all the items were packed in the bag when it left the restaurant and that he had no control between there and the delivery point. I asked him if he was trying to say that the driver stole some of our food. He wouldn’t really answer that, but just claimed they’d had trouble with with all three delivery services. (Really? That makes it sound like NOT the delivery services!) Then he offered to give us three of the Cinnabon items we were missing for free the next time we were in the area if we stopped by. How is it free though when we already paid for them, but didn’t get them?! It’s not! We asked for a replacement for the missing items via Uber, but when that arrived it was also wrong!! We have asked for a refund and are talking to Uber to resolve the issue. Note: the items we were missing each time were not small things like chips or other sides, they were entrees and/or Cinnabons. Also of note: Schlotzy’s puts the items in paper bags as needed, then puts the paper bags in one larger plastic bag, so it would be difficult for the driver to miss any bag(s). Last note: we have also received incorrect orders when picking up food ourselves.

New edit 04/03/22 How is it possible for one location to be so bad when others are terrific? On a recent trip to Louisville, KY we ordered at the drive-thru and got the Italian calzone. It was wonderful., delicious, dripping with carmelized cheese and piping hot! So we decided to get it at our local Schlotsky’s. Not wonderful. Not even decent. Not even slightly hot. It was completely different. The fillings didn’t even go to the edge of the bread, the cheese wasn’t melted, let alone oozing out. It was dry with less than half the amount of fillings compared to the other location, and not a “sandwich” I would consider buying again. Once again, this particular location FAILS. Not sure I’ll ever give them another chance. SMH. Recommend avoiding this location until/unless...

First time my wife and I visited this location and we were not impressed. I ordered the turkey avocado and was confused when I told the cashier NO onions or tomatoes. She said the sandwich did not come with tomatoes, although their menu clearly said that. My wife ordered the small original and said please NO mustard, but mayo instead. We also ordered a broccoli cheese soup. They brought our 2 sandwiches which were barely hot and YES- mine had tomatoes on it and my wife's sandwich had mustard! I took the tomatoes off mine and didn't mention it, but we had them remake my wife's sandwich. If that wasn't frustrating enough, a different lady from the kitchen came to our table to tell us they had run out of broccoli and was there a different soup we would like instead. We politely declined and just asked for a refund on the soup. Let me add that through it all, my wife and I were never rude to anyone, but always polite. When we left the restaurant, my wife said thank you and have a good night to the cashier who in turn said nothing. She just gave a rude look and walked off as if we were the ones who did something wrong. We won't be back to this location, but we'll stick...

UPDATE Mar 2021. Back again for sandwich and bag of chips. Very good bargain...if the $5 off loyalty club coupon had stayed on my wife's phone. She is going to call Scholtzsky's customer service Mon and ask what went wrong. We were about to pay and the $5 off disappeared. The staff wasn't concerned if the customers did or did not wear masks. They wore masks. We also liked more meat on sandwich; see photo. BTW: if one is coming from the east best way to avoid Preston Road traffic is to get to Ohio Drive and drive north/south to John Hickman Pkwy. Use John Hickman to cross over with traffic lights to go south on Preston Road. Better than trying to cross over busy Preston Road. Also it would be helpful to labels the bins that the drinks lids are kept to more easily tell customer which is small, medium, large. See photo.OooRah! Yes, they are open for dining in, see new photos. Many still going through drive thru. Fast service food hot. We haven't been to this location in very long time. Too much competition in Collin...