Tommy's Red Hots — Restaurant in Lake in the Hills

Poor customer service!!! I ordered an $11.88 value meal, while I waited for my order at the drive-thru window. I asked may I get a cup of ice water also, she said it would an additional charge for the cup of ice water. Never said the price. I said really. Then she got the manager. Then he come over and said that there was a .25 cent charge but they have an complimentary cup that he could give me as many of those I wanted. I said that's fine then. Then he walks away. Although I went to the Tommy's on route 176 in Crystal Lake the day before and they gave me an ice water of the standard size cup at no charge and didn't blink an eye. Because I assumed that he had enough business acumen after a customer spent $22.00 on an order, he figured that it would be good customer service not making you feel like your getting nickel'd and dime'd (which he was right) since I already paid in both cases already, not to do another transaction for a quarter. I realize all products cost money but the cost of one paper cup, lid and a straw. Compared to the cost of as many as I wanted of the plastic cups??? Then when I received my order they put in 27 napkins in the bag for 1 value meal. So if they're trying to save money on products, a good way to start would be not giving 27 napkins away for one order. (I counted them). And the free cups, they don't have lids that fit them, so i hope you don't hit bump in the road or it will spill in your car... Maybe that's why they give you 27...

Service is terrible thru drive thru. You need to retain your staff in listening skills and reading an order. I ordered 2 hot dog specials, one with ketchup only, and a cherry cheese no ice, well she gave ice in the drink. The other hot dog special was with ketchup, mustard, onion, pickles, celery salt and sport peppers 🌶, Sierra mist no ice, well no sport peppers and there was ice in my Sierra mist. Also ordered 2 cheese cups for the fries, no cheese cups. She read my order back to me correctly, I expect my order to be right ✅. I am sorry there is no excuse for this. Ever since covid, the last year, your drive thru service is terrible. Get it right people. I spend my hard earned money and I expect my order to be right. Called the store and he suggested I drive back for the cheese cups, wow, already home so all he could do is take a name and # and write it on a piece of paper for credit for 2 cheese cups. Well I should have gone a little further and gone to Kostas, at least I know my order would be right. And your people working the drive thru we not very nice. So I think next time Kostas...

3 stars is generous,but the quality of the beef is very good. So why 3 stars? The price is high, my order was correct but prepared poorly. Over $13 for a beef and a Pepsi , that's steep, I can accept its the cost for quality meats but every beef I've ever had from here is served swimming in juice and pit into a plastic bag as to try to not soak through to everything else even though I always 100% of the time order my sandwich dry, sometimes specifying "bone dry". Not that I like a dried up sandwich but if I order dry I get something that can be handled instead of eaten like soup, I like my juice in the side so I can dip it as I eat it and not eat the thing like soup. Shouldn't be hard . mozzarella should be shredded, not sliced and laid on top. Bread should be toasted or at least somewhat firm. I'll still pick Tommy's over portillos every time but details matter, if the price is high try to get the preparation correct , it's obvious the quality of meat is excellent, just spend an extra 10 seconds to make the food to order. Sloppy soggy beefs aren't...