Kickback Jack's Raleigh — Restaurant in Garner

We were shorted four orders of chicken wings on it to go order that was placed online. We drove 30 minutes one way to pick this up in 30 minutes back to our house. This was an order placed around 9:45 PM. We got home around 10:30. We started calling the restaurants and they wouldn’t answer the phone. We also have call records of that.

We then called Yesterday and spoke with a manager by the name of Khi. We were on the phone for 21 minutes. We started recording the call midway through. The gentleman offered to replace our entire order. This is very clear on the audio recording. He stated that the problem was they ran out of wings around 10:15 PM. They should’ve given us a refund for those and called us but never did either. They charged us full price and only gave us our salads.

We then called back today while on our way to the restaurant to tell Khi that we are coming to pick the food up. I asked for him. The person on the phone try to convince me to work through them. I explained the situation and he said I’m gonna have to get the manager. This is what I wanted originally. Then I was disconnected on. I had to call back. Then I spoke to the same kid again and he said Kai told me I can replace your wings. I said no it’s supposed to be my entire order. He said that’s not what he got permission to do. I said can I speak to Kai, which is what I originally asked for. I then got Kai on the phone and he proceeded to tell me that he never said that he would replace my entire order, just my wings. During this conversation, he tried to tell me that I needed to stop cursing. I never used one curse word. He then apologized and blamed it on his phone.

We went around in circles. I made a very strong comment that he is held to his ethics and morals. He offered to give me a gift card. I declined because I truly believe that he was supposed to replace my entire order per his statement the day before.

I then arrived back home without any resolution. My son reminded me that he recorded the second half of our 20 minute conversation. I listened to it and I have a clear recording where he was going to replace my entire order. I called back and explained this to him and he did not believe me again. I told him he can make the wings and the salads and I would show up and he doesn’t have to give them to me until he listens to the recording. He then told me that he would not listen to it. I asked if he had a manager. He said he does but he won’t be back until Friday at 4 PM. I then asked if there’s an email address where I could email his manager the recording. He did not provide me with one. I then asked if there is a district manager or an area manager and he said he can give me an 800 number to the corporate company. I said I didn’t ask for a number. I asked what the structure of your corporation in the field it was.

I then advised him again that I’m just asking for him to honor his recorded words. He said he never said that. Again I offered to pay him the recording. He declined again. I have no idea why he would decline if he thought he was completely in the right.

I called her corporate number and was given the option to leave a voicemail. When I got to the voicemail option, it told me that a voicemail box was not set up. I will be at kickback jacks Friday to play this recording to the manager, which the assistant manager offered me to do so.

I have never had to prove statements before and I’m so glad we recorded this conversation.

I can’t add an audio file but...

I had probably the worst experience I’ve ever had at a restaurant, here at Kickback Jacks. First of all, barely any of the staff were actually wearing their masks right, some with no masks at all. I understand it’s uncomfortable but it is a requirement for a serious reason. It took us 20 minutes to get sat (which is understandable with the less capacity law) but also took another 10 minutes for our waitress to even come by. She was very cold and uninterested, kept walking off when we were talking to her. The specials on the front board were not the same as the ones on the drink menu, but we were not given a drink menu, only the reusable little menus. My husband ordered the special coconut shot and was given a nasty pickle back shot with what smelled like cheap whiskey. She plopped our drinks in front of us and proceeded to disappear. When he said this is not what I ordered she argued with him that it was the one on special and he was confused because that was not the one we saw on the board. He proceeded to get the correct drink, but we later found out he was still charged for the pickle shot that he DID NOT order. (I’ll come back to that ordeal in a second) Our waitress did not care about us at all, would walk by without even glancing our way to make sure we were good. It’s like we were not even there. We ordered wings and paid extra for them to all be flats and when our food finally came out after waiting a long period of time (which wasn’t a huge deal to us) they came out with only 3 flats in the basket and we told our waitress and she walked off back to the kitchen. Another 20 minutes went by and the wings were still not ready, meanwhile we told our waitress to just take the wings off as we were all done with our meals anyhow. Then the wings come out and we said “sorry we just cancelled them”, that waitress gave us a dirty look and headed back to the kitchen. The whole time I could see them talking about us and giving us dirty looks from the kitchen, and we asked for the manager once we got our bill. They had kept the charge for the pickle drink that was not ordered and refused to take it off because it was “company policy” and all sales are final. She also mentioned it’s a “state law” that every drink poured must be paid for, which is absolutely false. The manager was so nasty, I can only imagine why her employees act the way they do, because they see how she acts. Jackie is by far the worst person I’ve ever encountered in customer service and needs to pick a new career. She argued with us about everything and started to raise her voice, stormed off with our check and took our appetizer off to “make us feel better”. By far one of the rudest people I have ever met. She continued to huff and puff, roll her eyes, and not give a flying flip about the disastrous restaurant she’s running. When we were having a conversation she just got up and left again and straight up walked off. I was absolutely flabbergasted. We will never be coming back to this restaurant and if the GM, Brad gets back to me like they said he would, id be happy to tell him about this experience. It’s obvious they don’t care about...

My 17 yr old son and his girlfriend came to eat after prom on May 11th, I was like this will be a good place for them. Well of course there was a 20min wait no problem because they arrived around 10:30pm-10:40pm- but overall they enjoyed it* however they were being rushed to eat, the food wasn't explained properly to two teenagers with no adult. So basically hurry up, eat & go is how my son said the waitress was...because it was almost midnight. That's the time they close-- their bill was 58.81-- he only had 60.00 and he didn't leave the woman a tip-- he should have, but he said he chose not too- well why his girlfriend was rushing to get the food in the bags she left her prom crosage on the table. Literally I came and picked them up probably 6-10mins after they walked out & I asked his girlfriend where's your crosage so I can put it up for you. She looked, and it wasn't with her. So me being the mom, I walked back in there and asked two different women and they said oh yeah we seen it laying here ..hold on we usually put stuff like that up front so in case someone comes back to get it ? And of course you should do that! Anyways one of the ladies said let me get the waitress cause my son came inside with me & he said over there it's her mom. So I walked over and said where's the crosage that his girlfriend left? I KID YOU NOT, SHE LOOKED AT ME AND SAID , "I THREW IT AWAY!". excuse me?? And the other two women who I asked just looked at me, I looked at her and said why would you throw something like that away?? Show me the trash? I will get it?? She proceeded to go to the back and look, then came back it's gone? I can't find it? Oh that doesn't top it! So I said my peace and my words. Walk out the restaurant with my son. Come Sunday,the next day, mother's day; my son was charged a 10.00 tip! On his 58.81 bill?? Which he specifically didn't leave.!! So I made my son call the restaurant. We talk to Julius, he promised to send and email and my son will b credited THE WHOLE BILL BACK within 5 days! Mind you, cause he got charged 35$overdraft on a tip he didn't put! So come Thurs he seen no refund. He calls back, speaks with a Brittany he thinks he said. Well Julius doesn't work at that location and he didn't file anything. Great! So she said she would credited him everything back. Well today, he got a $10.00 and I wasn't having it. So I called and spoke with a manager she said we usually don't credit the whole bill?? Well..... Let me ask you? Do you usually let a middle aged woman throw away a high school girls crosage & get mad cause they didn't tip, so she takes it upon herself to give her own tip? Which then caused my son to be charged a $35overdraft fee?? So I'm sure the management department or whoever can make an exception for my son to be credited his other 58.81 back! Guess we will see after 4 today when Brad calls me...