Fazoli's — Restaurant in Independence

I am writing to extend my deepest gratitude and highest commendation for the exceptional experience my family and I had at your Independence, Missouri location (Store #5931) on July 22, 2024. We visited to celebrate my nephew Mario's birthday, and the incredible team at Fazoli's made it an unforgettable occasion.

I had the pleasure of interacting with the entire team, including James, Kristi, Sherie, and Carlise. Each of them demonstrated incredible customer service and kindness, going above and beyond to ensure our experience was top-notch. Their warmth and attentiveness truly stood out, making us feel welcome and valued. It was the perfect cap on a celebratory day. We asked my nephew, "Where do you wanna go for your birthday dinner?" and his answer was Fazoli's.

Although there was a tiny mistake with our order, the manager handled it with exceptional grace. She also went out of her way to make it special for my nephew by bringing him a special dessert to celebrate his birthday. This thoughtful gesture meant the world to us and exemplified the outstanding customer service that has become increasingly rare.

The quality of service we received was exemplary, and the team's dedication to making our time enjoyable was evident throughout our visit. Their exceptional kindness and warmth left a lasting impression on all of us, and I am eager to share this positive experience with friends in Kansas City.

Thank you, Fazoli's, for having such an incredible team at Store #5931. They made our celebration truly special, and I am grateful for their outstanding service. I went out feeling really pleased with the service in a way that I rarely do. Please pass along my heartfelt thanks to James, Kristi, Sherie, and Carlise for their exceptional efforts and making our night really happy and special.

Best...

Okay, have you ever been so upset by the treatment others received that you write a negative review? Me neither, until now. It's my kid's 10th birthday. He wanted Fazoli's. Not a problem. We get there around 6:45, and there's a long line. One register. Okay, so we get ready to give our order, and hear the manager say to the cashier, "After this bunch, no more orders for half an hour. We gotta finish this catering order." People, you will never guess what they did next...They locked the damn doors. Locked. The. Doors. So, I get my two slices of pizza, and darn near broke a tooth on the crust. These had clearly been under the lamps for hours. So, I took them back up to ask if I could just pay the difference between the pizza and fettuccini alfredo. This poor girl, had no earthly idea how to do that. No one else was helping, as there was a catering order to do. She ends up just giving me the pasta. Meanwhile, two ladies are trying to get in the door. The locked door. Girl helping me asked her manager what to do, and the manager says, "Don't let them in." 🤤So, y'all know I went to the side door and let those ladies in. They were livid. It was THEIR catering order, for 200 people, that they were there to pick up. First off, if you have to pick it up...that's not catering. Secondly, if your store wants to do catering on that scale, maybe stop taking drive thru orders, online orders, and in-store dining. As we were leaving, a guy was coming in and I told him not to bother, they were only doing a catering tonight. He says, "But I ordered and paid online!" I felt so bad for him, and told him to bang on the drive thru window. A business that locks its doors on customers during business hours must not want the business. So, we will oblige. So long, Fazoli's,...

One star because you can't post without one, what a shame. Have yet to receive a response to voicemails left for Manager Julie Sweeney to discuss the HORRIFIC, EMBARRISING, treatment my 10-year-old granddaughter, her best friend & I received 8/6/2022; by an employee named Lindsey Stein. I believe she has been FIRED MORE THAN ONCE, for the same horrible treatment of customers & staff. Why is she back? She is the reason my family stopped going to Fazoli's! Fazoli's was the girl's choice for lunch. One of the girls ordered "Mild" Boneless Wings. They were so hot she could not eat them. I tasted the sauce & it was so hot I would not have eaten them. When Kristi & I ask if the wings were indeed "Mild", we were greeted with RUDE, HATEFUL, FOUL LANGUAGE & BEHAVIOR. When I tried to explain I was sorry for the inconvenience & would PAY FOR the replacement "Plain" wings, Lindsey THREW THEM AT ME & KRISTI! Kristi tried to play it off as Lindsey tossed them & the container slid across the counter. Kristi tried, but I am NOT STUPID, I know what I saw & heard but by then I was MAD! Lindsey was LOUD, RUDE, HATEFUL & just flat out DISGUSTING in her treatment of not only us, but other customers, while we were there as well as the other staff. Kristi & the young lady clearing the tables, should never have been subjected to such demeaning, horrible treatment by Lindsey while they were doing a great job & trying to minimize the situation. Other customers came to our table & said in the past they have received the same treatment by Lindsey as well & were sorry for the embarrassment caused, wishing the girls a great day. RESPONSE? I highly doubt it. FOUR MONTHS AND STILL NO COMMUNICATION! Truly NO-ONE cares about...