Cook Out — Restaurant in Kingsport

This place used to be great the food and the service was always good. But I have to say the last few times that I have been here over the past few months I've been highly disappointed! The last three times that I have went it was me & a friend twice & I was alone 2 days ago. Both ordered the tray w/2 Sides & a drink, not enough to have any reason to wait in the drive thru 12 minutes, but if I'm going to wait that long I expect it to be too hot to eat! Its as if the order was prepared & forgotten. Then walked back up to the drive thru window because I was NOT going to sit in the drive thru behind 3 or 4 others just got the food to be completely cold, were I stood 5 mins waiting while at least 4 employees walked by & looked at me but didn't bother wondering why I was standing there. Until the vehicle that was waiting to pull up started getting frustrated so someone had to come to the second window. No straws for the drinks, no napkins, no ketchup! Thought maybe they just had a rough night until we went back a few weeks later during the day & although the service was quick. The order was completely wrong, so we waited anyway to get it fixed. The last time was only because it was around midnight & not many options other than Taco Bell or Waffle House 😒. Just ordered for me & the same young boy from the 1st night took my payment & somehow I was charged $22.xx for what should have been $9 at the most! I was so frustrated having to ask for a straw & before getting anything else out, he doesn't say a word closes the window & stares at the screen while I'm waving for his attention to ask for napkins & a fork for a piece of cheesecake I got. Guess I was suppose to eat that w/my hands & take the lid off the cup to take a drink of my non carbonated Coke & then wipe my hands on my clothes. What was I thinking being at a restaurant and all?? By that time I didn't look at the ticket, I was glad I made it out of there before blowing a fuse, and very lucky for him too that I didn't see it right away & noticed a few days later, the charge on my card! All restaurants have there moments when they're shorthanded or more busy than expected and things happen. But 3 times in a row is to many for me, especially when there's not an apology for the wait, wrong order, or having to ask multiple times for things that should already be included with my order! I'm not sure if management is even around, has changed, completely given up, or simply just don't care, but that did it for me, and the way another customer was yelling at the speaker my last visit, I'm sure I'm not the only one! I give it 2 stars only because when the food is right it's good, but that's only been 1 out of 3 for me so good luck to...

If I could give the kingsport cookout location 0 stars I would. I went there today. My family and I went through the drive through and ordered cookout trays with chicken quesadillas with extra sauce. We pay, receive our order, we go park and eat only to discover there is absolutely no sauce on our quesadillas. No problem easy fix we will just ask for a cup of sauce.I send my husband in to get a cup a sauce so we can fix the issue. He goes in and the cashier gets an attitude and says he gas to have the receipt. Ok he comes back out to the car gets the receipt and goes back in. At this time the manager Chris is there who tells my husband hes lying about there not being any sauce because he made them his self. My husband is irritated at this point and walks out he cussed when he walked out the door in irritation which was not said to any employee mind you. My husband walks back out to the car gets the trays and goes back in takes it to the counter and says to the manager Chris show me where there is any sauce on these. At this point the manager Chris says hes not replacing anything because my husband cussed in front of his child? Manager Chris hands my husband a cup and said to call corporate. My husband lost it on this guy at this point and came back to the car. Realized he forgot the receipt so I went In and asked for it back or at least a copy of where I paid and the manager Chris once again denied our request and told me I can call corporate they will take care of us. I then asked him is a cup of sauce just to much to ask for? In which he ignored me and said he wasn't going to be disrespected. I mean come on dude it's a freaking cup of sauce it's not like I asked them to remake it or for a refund. I called the corporate office and filed a formal complaint although I doubt I will hear back. This dude is on a total power trip and its extremely bad customer service to not only fail to fix your mistakes but also accuse your customers of lying. It's sad I really loved cook out until this experience. I will never go back to any cookout if this is how they...

We went to get cheesecake slices and shakes and they messed up and made the whole order shakes. When we said there were supposed to be cheesecakes not just shakes the girl behind the guy at the window got EXTREMELY nasty with us. Told us to send in the shakes that were wrong because we couldn't just "have them" and that it was policy. We didnt ask to keep the messed up shakes, its not like we were just trying to get free shakes, we wanted out order, it wasn't our fault they messed up our order. We were trying to hand in the wrong shakes when they asked what the cheesecakes where supposed to be. I told him all the cheesecakes and then went back to figuring out the shakes. He then asked, what were the other two cheesecakes, I said I didnt know which he heard and she screamed "maybe you should figure it out" Never have I had such a bad experience at a drive through. Never. To make it even worse, we were charged for all milkshakes which are more expensive then the little slices of cheesecakes, so I had to go back through to tell them we were even charged wrong. They refunded our money for the shakes and charged us for the cheesecakes. When we got home and looked, the cheesecakes were ridiculous. The amount of peanut butter slapped on top of this tiny little cheesecake was disgusting, it was more peanut butter then it was cheesecake, it was the tiniest most ridiculous slices. I should have just sent in my whole order and gotten my money back because the whole thing was absolutely ridiculous. Im totally blown away by the absolute disrespect. If I could give no stars for customer service I would but it won't let me...