Cook Out — Restaurant in Hinesville

NOT GOOD. Coke float with pretty much no ice cream in it and filled under an inch below the top(see picture where the soda foam line is)... burgers were in the wrong burger tray.... the burger that was supposed to have "everything on it" had no tomatoes or bacon.... but there was bacon put on the other burger as requested so I knew they weren't just "out of bacon".... the ONLY THING that was done right was the onion rings this visit...

(last time I came was yesterday) the time before that....I had not only burnt onion rings but they only gave me 6 onion rings(mind you 2 of them were about the size of a dollar coin) when I had a double burger tray and both my sides were onion rings...I went back through and said "I don't know if it was a mistake but that there was no way that was a double side of onion rings" and the guy claimed they could only give 4 onion rings per"side order"...I said "that's great if they are normal size onion rings, but I didn't even get 8 even with the 2 tiny ones I recieved". Then he rudely asked "..."so what then, you want the 2 other onion rings" and of course I'm not going to be like "yes I do" because the rudeness clearly came across letting me know something will be done to my food if I ask for what I paid for. (That visit was quite a while back) BUT....

The time before that visit I got 2 double burgers... JUST 2 BURGERS WITH a double side of FRIES... the burgers were supposed to have everything on them....guess what's missing when I get them... THE PATTIES... no patties at all on either of the burgers... when I came back through they just laughed no apology.

As you can see EVERY TIME has been a disaster. Can't say I'll be back, when you pay $17... there's no line, no rush and everything still is not done correctly and it has been this consistent, ya just don't even want to bother trying to give it a chance anymore. I usually just do my best to excuse minor things but when there's just flat out laziness when someone's getting paid to do it right it and it's SO SIMPLE to put together the small order you ask for.... it just doesn't make sense, management needs to wake up and get to the bottom of this and fire and hire accordingly because the food is good when it's DONE CORRECTLY and YOU ARE LOSING my business and many others neglecting to get this...

A lot of the time we go here late at night between 8:30 p.m. and 10:00. (Drive thru) It always goes like this... May I take your order. I start my order. But then your employee comes on the speaker and ask me to hold on. A couple of minutes later they come back on and say go ahead with your order. I start my order and they interrupt and say can you repeat that. I repeat the order. When they repeat the order back it's not what I said. So I repeat the order again. Then they say hold on a second. Then they come back to the speaker and review my order, which is wrong again. I repeat my order normally for the fourth time... Praying that they will at least just listen. I speak very good English and do not understand the problem. I get to the window and pay for the order. When I get home (18 miles) the order is wrong. Most recently both of my orders consisted of items that I didn't even say. Burgers were not made correctly. I asked for regular burgers on the trays and got double burgers. The toppings were not on burgers as requested. The side items were not what was ordered. The coke float was only 3/4 way filled with Coke. If this happened once or twice or even three times you would not get this negative review. However it happens every other time (50%) that we come to cook out in Hinesville. My husband loves your food. I'm okay with it. But repeating an order as loud as I can in your speaker four times every time I have to order is exasperating. If I had the time I would drive to Savannah a 35 mile distance and go to the cookout there. I really wish management at this establishment would go through the drive-thru incognito and place an order then you will understand the irritation the frustration and the total lack of customer service, basic knowledge and pride in doing a job right. We lived in North Carolina for over 30 years and were accustomed to the high quality of customer service and standards that your stores have in that state. Here in Georgia (Hinesville).....not so much. A lot of establishments are still trying to place blame for poor customer service and lack of basic job knowledge on COVID 19. It is now 2024, 5 years later, please don't excuse bad service on...

Went through drive thru during rush hour. Expected the delay but was willing to endure it for the food as I had a little spare time today.

The rep taking the order wouldn't respond for minutes at a time confirming my order. This went on for awhile.. Just burgers with no wild or complex additions.

After some time we finally had her full attention. Placed order, rep repeated back to us, we were happy. Pressed on to pay for the food and went home.

Now yes at this point we should take some time to make sure that our food is what we had ordered but given the circumstances i don't really like the idea of occupying space in the drive thru line to open each box and check down to the smallest degree of whether I got onions or not.

Went home and found that none of the food ordered was given to us. Perhaps the rush during lunch time overwhelmed them? Maybe we were given someone else's order? I certainly don't like to make negative assumptions about a business and it's practices..

The problem is that this has been happening to us for a few months now. When you get the order you placed the food is on point!! Then again I'm no longer certain I want to entertain the notion of visiting this establishment when I know I can visit a competitor and at least know what I'm getting when in a rush.

This is my first interaction with cook out so take this with a grain of salt I suppose. My friends assure me that this isn't the case at all locations and that maybe it's just a fluke or that it's just "my luck". Maybe they're right.

If it isn't the case then the business here in hinesville is most assuredly tarnishing the reputation of cook...