McAlister's Deli — Restaurant in Lubbock

We placed an order online. They said they were behind it would be 30 minutes. I got there 30 minutes after we place the order and set in line at the drive-thru for another 35 minutes. When I got to the window to receive my order a girl ask could she help me I told her my name and I was to pick up an order. She shut the window in 5 minutes later another person came up ask if I'd been help I said yes someone was supposed to be getting my order he said okay shut the window. Then a third person came up ask my name took my money and went to get my order I thought. Soon my fourth person came up ask my name and went and got my order finally.When we finally got our order and got home with it the sandwiches were okay we ordered a dinner salad small we got a huge salad and charged for it. We had ordered cheesecake for dessert we didn't get charged for it but we didn't get it either. I realize a lot of it was an employees but I feel like it was poor training on the management end of it. So maybe they need to retrain the manager or replace the manager so they can train the employees to...

Now, I never leave reviews but seeing how this place is talked down a lot on google let me shed some light upon this mess. The staff is ALWAYS warm and welcoming! I've noticed a lot of reviews where they state the staff is always rude and unpleasant but I've never experienced or seen any rudness from anyone and Im a frequent customer at this location.

As for the people who complained about wait times they should know if the place is full or your in a long line the wait will be long! If you come on a sunday after church and you see susan and her 7 kids you know theres going to be a wait. Now I will say theres times it wasnt packed and I waited 20 minutes for a club sandwich but im usually apologized too and let known there's only one worker making food and I instantly feel bad for them. Its not always easy to make food for 8 people and be the only one doing everything.

But anways to wrap up this review i will say: the staff are awesome! The food is amazing! And the tea is ehh but...

I placed an order on line and picked it up 40 min later. I arrived and they told me they didn’t have a sandwich we ordered. That was a little annoying but I ordered a different sandwich and watched as they served everyone that walked in after me, including an entire to go order. I asked to speak to the manager who was the cook. He had long curly hair with a beard and wore no hair net. He reluctantly came out and sheepishly asked, “Can I help you?” I reiterated the experience and told him it was completely unacceptable! He said there was a communication issue and they didn’t hear him say he needed the sandwich. No apology, no, “How can I make this right? Just an excuse. McAllisters train your leadership in basic customer service. There should have been some type of compensation offered. Needless to say, we will NOT be going back. It’s a shame because the food is good. This is a perfect example of how a lack of basic food safety and customer service training can really...