Krystal — Restaurant in Madison

I'm not entirely sure where to start with this review. I suppose I should start with us pulling into the parking lot and making our way to the drive through at 8:25 pm.

When we first pulled up to the speaker in the drive through we waited several minutes before even being acknowledged by an employee. Normally this wouldn't bother me but being the only car in the drive through, let alone the only car in the parking lot, this irritated me.

When we were finally asked what we would like to order, we placed our order. Dead silence over the intercom for two or three minites before the employee spoke to us again. We were asked if it would be okay for us to wait on the 12 burgers because they didn't have any made. We were told it would take 8-10 minutes. We said that would be fine. The employee then asked if we wanted cheese on the burgers so we proceeded in stating our order over. 12 burgers with cheese, no onion or pickles, and two large fries. She informs us it will be 19.62 and we drive up to the first window.

The employee opens the window and repeats the total and we hand over the card so that she can charge the meal to it. She hands us the card back and asks us to drive forward. I get it, they are trying to keep their drive through time down but when your time is already at 8 minutes there isn't much you're going to be able to do to save it for the rest of the night. We pull up anyway and I look over the receipt as I always do. The time on it states it was printed out at 8:31pm.

We wait until 8:48 pm before receiving our meal. The 8-10 minute wait now became a 17 minute wait for 12 burgers and fries. The young lady who gives us the bag doesn't say a word. She hands us the back and returns inside. No sorry for the extended wait or anything. The burgers nor the fries were hot, calling them barely warm is being generous.

It is just sad that companies allow this to take place. No matter what you're doing you should take some pride in what you're doing and do it to the best of your ability. I'm not expecting anything from the company. All I want to do is inform others to pass this location up. In all honesty I wish I could say it was just this krystals that has given me a bad experience, but it isn't. Maybe it should just be better if I pass on the company itself...

I have always enjoyed krystals. I find their food enjoyable, and while it is common for a wait, it is not nearly as bad or consistant as steak and shake's. This Krystal inperticular was empty of costumers when I walked in, as I assume was common for the time it was and the place of the Krystal. When I walked in a manager was chatting with others, and sent me a polite wave. I believe the staff was chatting as well, but by the time I reached the counter a lady was already waiting to take my order. I ordered and sat down. I received my food a few minutes later, not a long wait at all. The lady who brought my food mentioned that one chick was left out and would be brought when it was done. The other chicks on my tray were cooling so I believe they were precooked earlier, and I received them now so they wouldn't get colder as the other cooked. I finished my chicks and noticed the other had not come. That was fine. I went to the counter as was given one. I do not hold it against her as she probably frogot, and I could see myself doing the same. And while unnecessary, the apple pie given as consolation more than made up for it. If you are looking for good costumer service, however, I believe this place...

As a truck driver that no longer lives in the Krystal footprint I am glad that there are at least have a few locations within walking distance from truck parking. That grey goo that you only get with a Krystal's burger is one of my favorite things. This particular location gets 5 stars due to the above and beyond customer service that I received while visiting today. The lobby was closed due to staffing issues (understandable in these times) but the ladies were kind enough to allow me to order at the drive-thru window. You can't exactly take a semi through drive thru. They took my order in a way that did not put either of us in danger. I reckon it also helps that I know exactly what I want before even arriving so I was only at the window maybe 30 seconds. Then they brought me my food to the door as if I was a car that had been pulled up, keeping out of harms way from cars in the drive-thu.

I feel I must clarify for anyone reading my review, the grey goo of which I speak of is not something that comes from any additives in their burgers. It is an all natural product that comes from the way they cook the burgers. That is also the #1 reason they are so much better than White Castle...