Cook Out — Restaurant in Havelock

Let me start out with, I love the food from cookout but I would prefer the Morehead or New Bern locations. The service is always 50/50 at the Havelock location which is the one I unfortunately frequent the most.

On this occasion Sunday, March 3, the man taking the orders at the first window proceeded to tell my mother “next time ask for a tray because now I have to re-ring everything”. As if she works for him. Furthermore, we purchased 2 burger trays one for myself and one for my daughter. I asked for Cajun fries on mine to differentiate the trays due to the fact that I have Covid and did not want to have to dig through the burger to see which was mine since they do not mark the trays. Neither trays had Cajun fries. (Which happens often at this location. Simple mistakes can be understood when an apology and correct customer service is given. Usually I keep it moving and just say to myself….“How hard is it to get it right?”)

Furthermore, we asked for a banana pudding shake with the first tray and a pineapple shake for the second tray. Tell me why I got a banana pineapple shake. So, we go back to the window to which the man says “Well do you have your receipt because that’s the only way we can do anything.” Which we did. But it didn’t matter bc he rang it up wrong anyway. Not once was any proper display of customer service skills applied. There was never an “I’m sorry for the confusion” or an “I’m sorry for the mistake” period. We were met with combative attitude as if it were our fault.

I proceeded to give every bit of attitude I could muster up. Come to find out the man at the window was the manager. (That “manager” allegedly named Reginald is what the receipt says … needs some basic training on how to deal with customers.) Another young man at the window tried to intervene saying he didn’t like my attitude to which I replied he didn’t have to like it because no one was talking to him anyway. I don’t expect him to know how to act any better since his manager didn’t.

I am aware that fast food workers do not get paid as much as rocket scientists … I am also aware it is not rocket science to take an order and then properly fulfill it. I am understanding of honest mistakes but attitude is unacceptable. If you can’t control yours don’t expect me to control mine. You picked the right one that day Reginald. I can be a complete “Karen” when I have to be. Next time try a more customer friendly approach.

I have been a retail manager for 18 years. I would be more than willing to provide suggestions in order to train Reginald for you.

This has also been copied and sent to Cookout corporate...

I haven’t eaten fast food in over 8 months. I caved last night because we were hungry and it was one of the only places open. I will not cave again. I will wait till the next day for an actual restaurant to open. From the start the woman was rude. Kept interrupting me in a rude tone “IS that all?” First off what are you in such a rush for? It’s your job. Do it. Maybe if you’d listen I wouldn’t have to keep saying “no. I also want this.” Making it take even longer. If you don’t want to work then stay your miserable self home! I used to work in fast food 12 years ago before I opened my own business. I have never treated any of the customers like this. Ever. I’m honestly surprised that they were able to top off the bad experience I had a year ago before I stopped eating fast food. But at last they managed to do just that. Asked for two fries with Cajun seasoning. No Cajun seasoning. And fries weren’t even cooked. Literally some were still cold. How hard is it to fry fries? I ensure you it’s not. Asked for chicken strips. I wasn’t given them. But you can bet they still charged me for it. I was given a chicken wrap with one single piece of lettuce two strands of cheese and a sauce that looked like a bodily fluid. Disgusting. So glad I opened it and looked beforehand. Asked for a hot dog with chili cheese and coleslaw. They put it in side ways so it leaked all over and the bread was just mush and fell apart. Even if they had taken the two seconds it takes to put it in correctly. There was only maybe a teaspoons worth of coleslaw on the hot dog. So what’s the point of charging people extra when you don’t even give them what they asked for? The only thing that was correct was the corn dog. It amazes me what they did. I mean truly. It’s not that hard to make fast food. It’s also not hard to be polite. Cookout do you make a requirement for the workers to be rude and nasty to the customers and mess up the orders? Cause the past year when I went once. It was the same experience as this one a year later. Never again. Not just because I don’t like fast food. But I wouldn’t eat this mess even if I was starving. Seriously. Y’all need to look into the manager of this location as well cause they clearly don’t care at all....

I'm sorry but the fact that both orders have the same amount of fries when one is supposed to be double is absolutely terrible. Every time we get CookOut there's always something wrong with the order or receiving horrible attitudes for no reason from the staff. The gentleman at the window was very nice tonight but the majority of the time we receive poor service even from higher ups. This is a perfect example of why we don't go to CookOut anymore. We love the food and we used to get it at least once to twice a week but it's really not worth the money anymore unfortunately. (Added review on Sept. 19) Shout out to cookout for always coming through with some how messing up my orders. Its honestly insane that y'all can't get it right whether its only having 15 fries, a vanilla shake instead of a cappuccino shake, a burger that is missing a piece, or no burger at all when I ordered a quesadilla burger. At this point I have yet again lost out on money because neither me or my friend wanted what we...