Louis Burgers — Restaurant in Lancaster

Dropping my rating to a 2 Stars due to 2 recent experiences.

FIRST: I go through drive thru (which was packed at the time, 5-6 cars in front of me) and order a "chicken filet dinner" (with baked potato), waited in line for approximately 15-20 minutes, arrived at the pick-up window only to be told "sorry we are out of baked potato but we are also out of the chicken filet"... I said "thanks" and drove off, but only after I took a look behind the young lady telling me this and saw at least 6 people back there (1 cook, 1 cashier, 1 making drinks, and 3 just standing around), and yet no one could bother to walk back to the drive thru line to tell me "they are out" and either give me other options of what the have or give me the option to leave.

SECOND EXPERIENCE: A few days later, I figured "mistakes happen, they ran out of chicken or whatever... big deal". So I went back only this time, it was 15 minutes before closing... (I specifically remember looking at the time and it was exactly 10:45pm).

There are 2 cars a head of me this time. 10:47pm: one car drives thru and now only one car ahead of me... The guy took his sweet time and when he drove thru, it was still 10:51pm... 10:51pm: I drive up to the speaker... and wait... nothing. I back up, and drive thru to the speaker again and wait... Nothing. Did it again, nothing. 10:57pm: I drive out of the drive thru lane and stop at the window, to the right of the car that was ahead of me still there... I honk and the girl at the window waves a "no" and says "we are closed". I said "you closed at 10:52? I have been back there for over 5 minutes. That is an odd time to close." Even the guy in front of me interjected and said " he was behind me while I was ordering". In response, she slides the window closed and turns her back... Wow!!

I mean seriously, the drive thru buzzer does not shut off at 10:52 pm.. She still had her headset on. So she clearly knew some car was back there. Out of "courtesy" (see my previous review below re: "courteous service") get on speaker and either take a customer's order like you should be doing, OR say "sorry we are closed". After all, I would have been a paying customer, and was not there begging her for left overs!

Previous Review: 5 STARS. Super courteous service. Food was great and...

There was only one girl (tall light skinned black girl with a sweet attitude) in there that had a decent attitude and apologized for how they treated us. The rest of the girls including the shift lead who was an older woman (short white woman) were nothing but rude. We went in to get our usual, two of their hamburgers and a plate of zucchini fries to share. Immediately we were met by the cashier (red-dyed hair and an attitude of I hate it here) who decided to be smart with us when we asked what the price difference in a box of chili cheese fires were. The server was completely uninterested in our order or getting us a side of peppers. In fact she actually completely forgot about the zucchini fries and rolled her eyes when we reminded her that she forgot. My partner went up to the front to get reassurance that our order was not forgotten, and for the side of peppers for his burger. Instead he was faced with the question of whether we still "wanted them or not". We already ordered and paid for the fries of course we wanted them. Then her supervisor,yelling in these exact words, told him to "go back to your table and we will bring it out when they are ready". He also returned without the peppers, and did not get the chance to enjoy his burger. So they did forget the fries after all. The nice tall girl brought our zucchini fries and apologized for their actions, but at that point we were already over it. We asked her for a box, and she went to go grab one immediately. She even brought us the peppers and a side of ranch to go. We tipped her for her service, seeing as she was the only one who understood what the true meaning of customer service was, and we went on our way. We will not be returning after this visit, and that sucks because this was our weekly Wednesday spot. It's sad how quickly the service here has declined since we first started going here a year ago. I personally work in customer service, and I have to say this is not somewhere where you will be tended to kindly. To the tall woman who helped us, you deserve recognition, and I would even say a better job than working there surrounded by nothing but other women who...

Today, I went to the drive-thru and the lady at the cash register was not very pleasant when she answered on the speaker box named Katie. They hardly say welcome or have a greeting. I ordered the shrimp dinner and asked for a baked potato. She said were out of a baked potato. This is always the case at dinner. I got my food and left. As soon as I got home, I received a shrimp boat, which is really different than a shrimp dinner. The shrimp dinner costs more. I called to speak to a manager when I got home. I told them they gave me the wrong order and they checked and said you are right. Come back and will exchange the food. I replied I am not coming back to get the correct food. Just please give me a credit for the next time on the shrimp dinner. They said no. Let me get you the manager. A person gets on the telephone claiming that she is the manager, but does not want to give me her name. She refused and said I don't have to. I said I want credit for a shrimp dinner. She said bring back the food even if it's rotten. I said really. You guys want to lose a customer. They did not care. Suddenly, she said to wait and Cindy the Manager gets on the phone and said I will give you half price next time you come. I said no I want to speak to the owner. She said okay he will be in tomorrow. I will call them tomorrow. The other food that I ordered a bacon cheeseburger was not good and the buns were burned. Horrible customer service and I would not trust them at this time contaminating the food. I would wait until the owner comes back and knows what is going on with his restaurant. I want a refund of my order and an apology for the customer service provided. These people need to be retrained. I was a regular customer. I am hoping the owner will take care of this issue since his manager or co-workers were not able to...