Rally's — Restaurant in Lexington

Today Saturday 10/4/25 night after midnight, Sunday morning to be exact 3:05 Am. I came to this Rally to have one of the Incredible meals or Unbelievable meals with is a Double burger, Apple Pie, Fries and a water. Once I got my burger I bit into it half and I immediately realized it was cold. On the way home I continued to eat the burger thinking the middle would be warm and it wasn't. Room temperature cold. When I say cold I mean food safety issue cold. Minimum temperature for a cooked burger is 165°. Holding temp shouldn't be any lower than 140°. I know this because I've actually managed this restaurant in my past and I have 20 years experience. When I say the burger was below my own personal temperature which is under 99.7° I know this burger is just sitting out in open air no heat no cover. Close to closing I'd assume it's because they are pre closing and cleaning pans and are sacrificing quality and safety of the food which in this situation sacrificing our life and safety to get out ontime. I spun the car around and headed back to ask for a fresh burger. As I got my second burger i realize driving home agian even tho I asked for it fresh it was not. It was colder than my own body temperature agian. I decided to turn around and just get a refund. Here's where the chaos starts. After returning for my refund the manager (Jordan) is very visibly upset and shaken. He ask me what's wrong I tell him the burgers is so cold I don't think y'all have them in the hot temp holding pans as to company policy. Instead of him just apologizing and issuing me a refund he goes on this aggressive rant on how he believes I'm lieng about how cold the burgers are. How he doesn't understand how the burgers are not fresh and how I'm trying to steal and lie and continued to belittle me. I tell him the burgers are being served in the food danger zone which is between 41-140. In this area germs and micro bacteria can begin to grow. Owe he lost it and tells me never to return there agian and I'm banded off the property. I'm simply wanted a hot burger and fresh food. I'm looking to get in contact with Damion the GM to see if this is standard for his restaurant procedure for his restaurant. If so a District Manager or possible someone above the District manager within the franchise office. The gentleman's behavior and customer service I know did not repsent company values and policy tonight. Quality of food was despicable and for him to scream and yell at me like I'm a kid for stating the 2 burgers I got was dangerous to serve to the public because of how cold they where is un acceptable should warrant documentation write up up to suspension without pay at minimum. Rallys standards are fresh food always I can't believe the abuse I've received tonight verbally and...

The AI speaker at this location makes it my very last choice after a long day at work. Rally’s is one of my three options when I get off work late and being harassed by a useless AI voice is the very last thing I want to do. WE HATE THE AI WE DONT WANT IT. IT IS ANNOYING AND INCONVENIENT. I WANT TO TALK TO A PERSON!!!!!

The stupid robot constantly harasses you at the speaker, you can’t ask for a minute to look at the menu it just keeps asking what you want. If a person did that they would get fired but it’s fine to irritate the customers as long as it’s a dumb sycophant.

Not to mention the chatbot can’t even make basic modifications to items without messing up the entire order. For some reason it thinks you must want funnel fries with everything. It also can’t understand anyone with an accent so if you’re from anywhere other than middle America you can’t use it. It says you can ask for a team member but that function rarely seems to work.

Then when we get to the window I get to listen to the same annoying and irritating AI voice blast through the indoor speakers at full volume. Your poor human workers are forced to listen to it at full blast while they can do very little to correct the mistakes it makes until you’re at the window. That must be so frustrating!!

Also I highly doubt that this AI isn’t collecting my voice and face data when I use it. Which is a whole other ethical issue that most reasonable people wouldn’t consent to. Get rid of the AI and I would frequent this location as much as I used to.

Despite the horrors of the robot invasion Brittany at the window was an absolute gem. She was so sweet and so kind, she made sure to fix all our food for us after the chatbot messed it up and was very helpful. You need more PEOPLE like Brittany and less robots like the one at the speaker. People are the backbone of fast food, it’s people who make the building run and make customers smile, it’s is human people who create a positive guest experience and without them you create a cold, rushed, inconvenient and a frankly annoying environment.

It is because of Brittany and your other human workers that I gave this five star review. My Glo da P sandwich was fabulous and my fries were hot, all thanks to the people and not the stupid...

Do you love rally's? Me too! unfortunately this rally's sucks. Extremely slow service; which I can forgive if its busy, but I was the only car in line when I ordered. I've been to this rally's 3 times. 2 out of 3 times they got my order wrong or forgot an item. This last trip was particularly bad.

First mistake: Gave me the wrong drink. Annoying but forgivable.

Second mistake: They gave me the wrong bag of food. So here I am with my hand in the bag all over mozzarella sticks I didn't order, trying to find the fries I did order. No fires so I ask about them. "Opps gave you the wrong order, that's for the next car." at this point she reaches out the window for me to give the food back. Reluctantly I hand it back, even though I know this is a health code violations. I was hopeful she would tell me she is going to throw it out. She doesn't, so I assure you they just gave the food to the next car with no regard to the fact that I had my hands all up in the food hunting for my fries.

Strike 3: After all that they still screwed my order up. Despite myself, the speaker person, and the window person repeating the order 6-8 times to ensure the order was correct they still gave me the wrong burger. (Speaker guy screwed it up then was snippy when I corrected him politely, so I was skeptical and asked for them to double check and repeat the order multiple times during the encounter.)

I'd say fire these idiots but people make mistakes and I'd rather they didn't. (At least this way I know where they are so I can avoid their incompetence.)

TL;DR- Skip...