Schlotzsky's — Restaurant in Grand Prairie

Review for Schlotzsky’s – 2035 N Hwy 360, Grand Prairie, TX 75050

As someone with a background in franchise operations and a strong understanding of corporate standards and customer service protocols, I was extremely disappointed with my experience at this location.

I do not eat any red meat at all and living accordingly to my religious beliefs, I do not eat pork. I specifically requested and paid for a substitution of chicken, which was made. However, the arrogance, dismissiveness, and overall rude behavior of the manager completely ruined the experience to the point where I no longer wanted the food. Her attitude and tone were unprofessional and unwelcoming, making what should’ve been a simple accommodation feel like a burden.

To make matters worse, the food took an excessive amount of time to be prepared. Given the manager’s hostile demeanor and lack of customer care, I genuinely began to question whether my food had been tampered with. I ultimately lost my appetite and left feeling disrespected and uneasy.

What escalated the issue further was the manager calling someone she claimed was named “Julio,” stating he was the owner of the store. This person got involved over the phone but failed to identify himself properly and acted in a way that raised serious concerns. If he was not the actual owner, then this is impersonation—an extremely serious matter. The manager also lied to the responding authorities regarding the situation, and I have the entire interaction recorded as proof.

This location reflects a complete breakdown in customer service, ethical behavior, and management accountability. As someone who values and upholds franchise standards, I am appalled. The manager involved, along with anyone impersonating ownership, should be thoroughly investigated and removed if found to be at fault.

I strongly recommend corporate take immediate and appropriate action. This level of conduct is damaging to the brand, harmful to customer trust, and unacceptable by any professional standard.

— A Concerned Franchisee & Advocate for Proper...

I love the food and used to go here all the time before the rebuild. The last two times I went ( in the last 3 weeks) the drive through the cashier asked for us to leave a tip. And this is right as I pull up to the window, before I even handed my card to her. I did, both times I was asked, as I worked in hospitality and lived on gratuities for many years; But I thought it was very unprofessional to out right ask for one, especially working from a drive through window.

After it happened twice I politely called one late morning this week to speak to management to ask if this was company practice? Because I had never been asked for a tip at a drive through multiple times by two different employees. Before you are even served.

When calling and asking to speak directly to the store manager about an issue I had, 'Bel' responded with "That depends, what do you want?" I tried to explain that I wanted to speak to management about an experience I had. I was very polite and did not disclose the reason for calling and had no intention of naming an employee individually. I just wanted to address the situation.

She was unbelievably rude, continued to cut me off multiple times, and never got me to a manager. Or even attempted to sound interested that I had a concern.

She said it wasn't here normal store and that she didn't know when the store manager, Irma, would be in next.

I now know better than to try to reach back out to Irma.

I love Schlotsky's sandwiches, but won't put up with this.

The actions of the drive through window employees and my interaction with Bel shows a serious pattern of...

Called to place a catering order. Spoke to Erma who had pretty bad English. I asked for a Manager she said she was one, I placed an order for Sandwich tray. When they showed up I did not look at everything I just took care of the payment. When I did look down I noticed I infact received Wraps not the Sanwich tray I ordered. I ran outside to get the driver Valerie. She was gone! I called the store only to get voice mail twice. I had to give the wraps to the Dept that ordered lunch, so I could not hold off on feeding 9 people because they can't answer the phone. I called back again and got Valerie told her what happened, she then gives the phone to Erma. I told her I did not order wraps she says "yes you do, the wraps" I said no it was the sandwich tray, she then presses the button on the phone and hangs up on me. I call back again now I have Valerie tell her what happened since she is the manager, she goes on to say Erma had been there 10 years and has never made a mistake. Really you work in fast food and NEVER a mistake. Says notthing she can do for us. These people are rude and you will never get any type of customer service here. If you have a large lunch order be smart....Call...