Fazoli's — Restaurant in Lubbock

Went thru the drive thru about 740pm. I ordered 3 meals and a side of meatballs. Paid almost $40. I was told there was a 5 minute wait on meatballs. I waited. Got to window, girl repeated my order, didn't say meatballs. I reminded her of that item (once). Paid almost $40 - noticed no receipt given. She brought my bag, I asked if meatballs were included (twice), she laughed and said yes. I got home - no meatballs. I went back to the store which is at least 15 miles from my home one way and went in. Explained my issue to the clerk at register. She apologized and asked if I ordered small or large. I said "small but you should give me a large for all my trouble." I then waited another 10 minutes in the store to be handed a small order of meatballs. Crap service. I've been in customer service for years - I would have given a large order and a huge apology for making my customer wait so long twice, have to come back to get items paid for, no receipt, and for the trouble of coming in because the line in drive thru was 10 cars deep. Not going back. Tired of giving my money to facilities that don't train their employees in customer...

Friday on September 4th. I went to the drive threw at 9:52 pm.. 3 car was in line to order.. I PLACED MY ORDER WITH A LADY.. SHE TOOK MY ORDER.. then when I got to the drive threw to pay.. A gentleman was asking if I needed anything.. I told him yes I need to pay for my order which was a ultimate spaghetti with spicy pepper marinara. She look for the order couldn't find it look in the registered to see if my order been placed couldn't find it. Then tells me that there was are no order that's been placed.. I told him that I spoke to a female lady that took my order and I know I placed my order. Well the female lady was no available.. so instead of getting mad and talking crazy I told him I was disappointed and left.. I live a few blocks from fazolis never had this type of experiment no matter what time I go to. I have excellent services with your stop when I normally go.. this was very disappointing.. crazy to wait inline and leave without food...

The guy working the cash register was very nice. That's where it ended. I had ordered online and came to pick up about 5 minutes before the estimated time, which was about 45 minutes after I had ordered. I totally understand waiting a few minutes, but my order wasn't even started when I got there. We waited at least 30 additional minutes in the dining room for the pickup order. I asked 2 times how much longer as the drive thru was moving along just fine. Each time, they hadn't started the food. I understand it was busy, but in this instance, I feel like my order was pushed to the back of the line due to drive-thru and dining room customers, which doesn't seem fair. I was visiting from out of town and had my hungry 7 year old with me, so this experience was really inconvenient. Also, the dish i ordered was just pasta and sauce due to us being vegetarian, but there were a few pieces of meat and different pasta mixed...