McAlister's Deli — Restaurant in Lubbock

I’m really disappointed to share a review like this but I feel as though people need to know that this is an ongoing issue before showing up surprised.

This review is not about the food. The food is almost always correct and tastes consistent. This is about everything else regarding this location.

This place is constantly packed for lunch (I cannot speak for dinner). And while this normally would not be a bad thing, they obviously purposely understaff their restaurant for more profit. I say purposely because it’s been like this at lunch time for months on end. Don’t tell me there’s a problem with people wanting to work - I know that’s not the case. The poor lady at the front counter was nice enough but she seemed extremely stressed out. No manager was in sight the entire time we were there.

We ordered online and sat down because we had kids with us and the line was out the door. No worries - online says 30 minute wait, we can handle that. The time goes by and the order isn’t out, along with 10 other peoples orders in the take out line. So now we’re nearing an hour of no food, along with other people waiting on their takeout orders, while the people being seated are getting their orders. Where is the priority?? I understand serving the customers who eat in the restaurant, but even the customers who ordered to go in person got their orders before anyone in the takeout line which I had placed an hour prior online!

I FINALLY got my order for three hungry kids after an hour of waiting - 30 minutes after the time that was stated online, after speaking with an employee who when I asked about the status of my order was told by employees in the kitchen “I don’t know” in a rude tone. Not okay.

Several other people in the takeout line had been there way too long. A few of them ordered takeout because they had somewhere to be - a little hard to be somewhere when you can’t even have an accurate time to get your food. Why are we making people wait an hour for a sandwich drink and chips?

I’m not sure where the manager was or why the manager was not competent enough to place correct priorities on orders but this experience was awful to say the least.

We will not be back to this location - we will make the drive to one of the other locations in town. I cannot continue to support a place of business that has no regard for its customers or...

Stay away if you have allergies, they refuse to read the tickets and will try to poison you. They refuse to read their tickets and won't start to do so until someone nearly dies and sues them.

It has taken 6 months of "second chances" to think through before finally leaving this review. I hoped I could avoid it, but nothing changes. We love their food, but I have an allergy to pickles. We order about once a week and initially I would put the order in online, put "no pickle" and "pickle allergy" in caps before submitting the order. The kitchen staff got it wrong every.time. To the point where the manager was so embarrassed she would deliver the replacements.

So I started calling it in. Telling them verbally "make sure there's no pickle, I'm allergic". That didn't work either.

4 weeks ago I was told "oh that number takes you to a call center, press 3 and it will come straight to us." So we did that (3 takes you to a manager supposedly) and they managed to get it right when I said "tell the kitchen staff verbally because they don't read the tickets"!!! Good job team!

It hasn't been right again since.

Today I've finally had it. I said "please make sure they know I'm allergic you have to tell them" and it was still wrong. On top of the whole pickle debacle 50% of the time they leave out dessert items.

I don't know what it takes to get through to them. I have tried to give them a chance to redeem themselves, but I've had it. Until someone gets an allergic reaction from eating the food here and sues the pants off them I don't think anything will change.

Food is good, 3-4 stars, when they're not trying to kill...

If I could have given a ZERO I WOULD HAVE!! On the regular this place screws up online and phone in orders so....what we dicided to do was stop in and order and wait...because we LOVE THE FOOD!! However, that was an even MORE HUMONGOUS hassle and mess!!! After 25+ mins waiting and watching ppl order, get their order, and leave,...we asked where our order was...( a salad, cup of soup, kids meal of mac and cheese and friut, and a plain baked potato) (All Items we ordered are premade!!! ) the cashier disappears for 3 mins then says " do u have your reciept?" Then proceeded to go to the kitchen where they BEGAN to finnally put our order together!! They completely forgot to make our food????? How unprofessional is that??? But, worse....the pseudo managerial person NEVER APOLOGIZED, NOR EXPLAINED AND WHEN WE COMPLAINED....OFFERED A VIP CARD FOR NEXT TIME.!!! NO!!! THERE WILL BE NO NEXT TIME!!!! I had to get the REAL manager that finally apologized and refunded the money we paid. Thank u but TOOO LATE!!!!! Mcalisters needs a new system to dble check orders before they leave the kitchen....also, assist managers and cashiers need to do their jobs and have checks and rechecks. So, after 30 mins hassle we got home and the potato wasnt even warm, red lettuce in salad was slimy, the corn was missing from salad, kids meal comes with drink....they didnt give it to us, soup was luke warm but tasted ok....that is THE ONLY THING GOOD I...