Cook Out — Restaurant in Greensboro

So, I came here Monday night to get my kids food. I ordered two junior trays, and specifically said I wanted the cheeseburgers with just cheese and ketchup. Got home and both burgers were not right. Burgers had mayo, mustard, ketchup and nasty onions. I should have known better and checked the order because like normal the joking around at the window between employees was out of line. But that's normal for cookout, right. So I called that night at 7:49. Spoke to a girl for less than a minute. She told me to come in and bring the food back. I told her I was always away so I couldn’t come and would bring the cold food to her tomorrow. Her reply. “You can just throw it away. Okay the burgers got trashed. So I called that night at 7:49. Spoke to a girl for less than a minute. She told me to come in and bring the food back and they would replace it. I told her I was a ways away so I couldn’t come untill the next day. She told me it would be fine. Granted it's a couple days later. Doesn't matter. She said to explain to the manager the situation when you get here. Fast forward to tonight. I explained my situation when I got there lol. I had to feel embarrass doing it. Looking like I wanted something for free. Only for the girl to return to the counter and tell me that no Manager has a recollection of talking to me on Monday night. So cool, Manager has no recollection of talking to me on Monday so my daughter was the only one who wanted to cook out tonight so I had to pay for her tray and milkshake after being out 20 bucks from the time they screwed up the order. I’m using talk to text right now and anybody in. iPhone knows how messed up talk to text is so if some of this doesn’t make sense I’ll fix it later. Just wanted them to know that they got this review just now and I just left 15...

My experience at this Cookout was not pleasant at all. From the start, the worker who took our order made a mess of the entire process. We were very clear with our order, yet the employee kept cutting us off and announcing the total before we even finished speaking. We kindly mentioned that we weren’t done yet, but he just rushed through it. After we finished, there was no acknowledgment, no total, and no confirmation of the order. When we got to the window and asked him to read it back to us, he got several details wrong. We tried to correct him, but even then, the order was still wrong when we received it. I apologized multiple times, assuring him I wasn’t trying to make it confusing, but the mistakes kept piling up. When we asked the employee about the issues, he mentioned that they could hear us the whole time, but when we were done ordering, no one responded or tried to clarify the order with us. To make matters worse, as we were trying to sort everything out, we overheard him “whisper” to a coworker, “I’m done with these people,” which felt unprofessional and disrespectful. To top it off, when we finally got our food, the employee handed it over quickly and said "Have a good day" in a rather forceful manner, as if he just wanted to be done with us. Usually, I have good experiences at this Cookout, but I was really disappointed with the lack of care and attention this time. It’s unfortunate, because I’ve always enjoyed the food and service here, but this experience made me second guess...

My mom, who has PTSD and social anxiety, got out of the house for the first time in months and decided she wanted to treat herself to lunch at Cook Out. Sadly, the experience was really upsetting for her. When we started to order, the person on the speaker talked so fast it felt like a drill sergeant barking orders. He rushed us, repeatedly cutting us off, demanding “what sides, what to drink” over and over without giving us a chance to process or even finish our sentences. It was so startling that even I couldn’t keep up, and it left my mom completely overwhelmed. When we pulled up to the window and she finally gathered the courage to finish her order, he rolled his eyes at her like she was a burden. The milkshake we received was overflowing, but compared to the way my mom was treated, that felt minor. He didn’t ask about sauces, and when my mom kindly told him she hoped he had a good rest of his day, he actually scoffed at her. That stung. I understand drive-thru workers are busy and have a rhythm, but there’s a big difference between efficiency and outright rushing people to the point of being rude. For my mom, who had pushed herself so hard just to go out that day, the way she was treated turned what could’ve been a positive moment into a very discouraging one. I hope Cook Out will work with its staff on patience and kindness, because a little compassion...