Schlotzsky's — Restaurant in La Porte

I came to this location at 11:29 am and ordered a kid's pepperoni pizza. As I was eating my last piece of pizza, I bit into a black hair. I immediately became sick to my stomach and spit what was in my mouth out in to a napkin. I took the food, my receipt, and form of payment up to the cashier to request a refund for this absolutely disgusting experience. I had to spit out the contents from my mouth in front of a coworker and a room full of people, which was very very embarrassing. A young man with long curly hair came to the counter and asked what I needed. I told him there was a hair in my food. He took my food, went to the back and showed it to a bunch of other coworkers. They all joked about whose hair it could be. I was left standing at the counter with no resolution. The young man finally came back after several minutes and asked if I wanted another pizza. I told him that I had lost my appetite and that I wanted a refund. He went to the back and told this to all the staff. At this point, I heard them all say "But she ate it all" along with laughing. The young man came back to the counter and told me that they would not give a refund because I ate most of my food. I told him that there was a hair in my food and that the restaurant had to do something to make it right. Finally, the manager (Mimi) came to talk to me. She was very argumentative. She NEVER offered an apology for finding a hair in my food. She only offered me additional food like a bag of chips or another pizza. She told me it was not their policy to give refunds when customers find a hair but eat most of their food. I asked for a refund on a gift card so I could visit another location that I felt would be more sanitary and she continued to refuse. I asked her to provide the number for corporate and she told me to look it up online. I then asked for her name and she reluctantly went to the back to write it down on my receipt. Why would I want more food from a place that I just found a hair in my food? At that point, my appetite was ruined and I was sick to my stomach. That does not make the situation right. It seemed as if it was perfectly fine for a customer to find hair in their food. I am absolutely disgusted with how I have been treated by the entire staff at this location. Professionalism and courtesy are two words that are absent at this establishment. I will never step foot in this location again. And this was...

Literally the WORST customer service experience in my 45 years of living!!! WHY don't they give a ZERO option?? O.k.... I've been eating Schlotzky's since 1987, when I got my 1st job at one of their MN locations. The food is always pretty good, however today, I did not get to eat here... As a single mom, the only way I'm able to treat my kids to a meal out, is to use coupons, so I walked into this location with a promotion offer on for a BOGO free entree on the Rewards App on my tablet. This was the 1st time I'd used the app, or I would have just printed the coupon at home. Although she could clearly see the offer, the manager/owner, Mimi, would not honor it, because I hadn't loaded the correct page with the code #. I asked her if I could access the store's WiFi, to download it, but she refused. I asked if she could call another store to get the code, she refused. I asked her if she could, PLEASE, just use her phone to get the code, She still just FLAT-OUT REFUSED TO HELP a customer in need. She told me to drive to League City (20+ mins away) and THEY could help me. I said, "Seriously, ma'am, I have been a loyal customer for over 30 years; I just drove 20 mins to get here, and my children are starving; There are several options, here, for you to help me, WHY are you being so unreasonable??" After 10 mins of pleading with this nasty little woman, I was at the point of tears, which is when she told me to leave, or she would call the police!! I LOST IT!!! I"m not proud of myself, but as I left, I cursed her out very loudly!! So, I went to another store about 10 minutes away, and the young man IMMEDIATELY granted my humble request for help!! My faith in humanity was restored, as he gently assisted me to log into the store WiFi & retrieve the offer!! As I waited for my food, I told him of my horrific experience at the La Porte store. When I was finished he said, "Let me guess, if was Mimi, right?" When I said yes, he & a couple other employees who overheard, laughed out loud & it turns out Miss Mimi has quite the reputation for being a nasty employer AND for terrible service... NO WONDER she's lost at least one of...

Revised update - my husband spoke to the manger who also argued with him, however he was able to speak to the owner who did refund the extra money. I do wish this lady will get some training. She was not apologetic, understand, or easy to talk to which makes situations worse. I am happy the owner saw that why would we buy 15 individuals for 44.90 over the 15 pack for 15.99. The people didn’t explain the cost was extra and had they done so we would of gladly packaged them ourselves. If we go back for Cinnabons in the future we will get the packs. Lesson learned on our end and hopefully they will work on some stuff on there’s! I am truly appreciative of the owner for being so understanding of the situation.

Original review - Poor service! Asked for 30 Cinnabons (2 packs). I asked for separate cartons as it was for a hospital. They offered to individually pack them. We were happily surprised that they would do that as we usually just get extra boxes and do it ourselves. We explained that one of the boxes needed to be tax free as it was on the company card. When my husband went to turn in receipts this morning it was not tax free and they charged us for 30 individuals vs 2 boxes! 44.00 (for 15) vs 15.00 (a box of 15). I called to explain the situation to which the “manager” of the Cinnabon told me that was how they have to do it. When I didn’t agree and ask to speak to the owner she said that was all there was to talk to and to have a great day and she hung up on me. I called to speak to corporate to which she said they were individually owned and if that’s what she said then that is all that can be done…. This is unacceptable I will not be eating here again. They have tricked us out of a lot of money and we’re not accommodating in the least! When has it ever been ok to hang up...