Fazoli's — Restaurant in Madisonville

Arrived at drive-thru approximately 6:40pm, I was the only customer and there were a handful of parked cars. The girl over the speaker informed me to "take a minute to look over the menu and she will be back to take my order." I already knew what I wanted. Apparently she thinks the menu is equivalent to "War and Peace" in length because I sat there like a fool for no less than 23 minutes. In that time I sat at the silent speaker, two cars came up behind me and both ultimately gave up and left. I eventually began saying " hello? Is anyone going to take my order?" Silence. Finally an employee was being dropped off and headed for the rear staff entrance. I got her attention and asked if she knew if the drive-thru was open or what. She said it was open and that she would get someone inside to take my order. This girl was very kind and friendly-a stark contrast to the phantom employee working the drive-thru. After waiting an additional several minutes (after 7pm by this point) and watching most of, if not all, dine-in customers leave- the elusive phantom employee returned back to this dimension and informed me she was ready for my order. Upon arriving at the window, I was surprised to find there were several employees on duty... I assumed the poor service nurse been due to short staff. I saw at least 4-5 employee, of which 2 actually appeared to be working; the others just loitered around talking and laughing. I paid my 14+ dollars for fettuccine with a small drink and slice of pizza to the initial phantom girl with minimal vocal interaction. Waited a few more minutes and a male employee thrust my bag out the window and promptly closed it with nary a word. I made it to the end of the street before realizing that my pizza was not in the bag. Some sort of hidden camera prank surely. No way after well over 35+ total minutes waiting at a drive thru with ultimately only one other customer would anyone be so incompetent that they forgot half my order...YEP, the incompetence had stricken hard! The LAST thing I wanted was to turn around and go heehaw around with this dog and pony show AGAIN. I was prepared to forego the forgotten but then I realized I paid over 14 dollars, had to wait an ungodly amount of time, was subjected to a raucous game of Where's Waldo on the speaker and by God- i was getting what i had paid for! Of course, when I arrived back at the speaker, told Waldo my pizza was MIA, and was told to "just come back to the window and get it": there were two cars ahead of me. Fantastic. I eventually was handed my pizza; no apology, no AARP card because I had reached retirement age while the sands of time passed behind the wheel of my car as i squandered my youth awaiting noodles in their drive thru...Not a word at all. Food was the same quality as usual, but not worth the 3 ring circus, 14 dollars, hypertension, and nearly meeting my untimely demise via spontaneous human combustion.

Good luck and Godspeed, fazolis, I'll eat my own floor mats before I go...

I bought what is labeled the "lunch special" at $7.49. I ordered the salad as part of it. The lettuce was brownish looking. Also, I specifically asked when I ordered if breadsticks came with it. I was told they did. I didn't receive them. Of course, I didn't realize any of this until I had gotten home so I called & just asked if I could get a refund. Whoever answered the phone said yes as long as I had the receipt which I did. I returned to the restaurant & went through the drive-thru. I told the person the situation. I was told that I had to come in to which I responded that I was not dressed and was in a hurry and that part was never mentioned on the phone. They do reluctantly assist when I pull up to the window. I am not sure the roll of the person who helped me but I can say that she wasn't very nice at all. I was not being rude in any manner to any of them. When she finished with the refund and handed my card back, I said, "Thanks! Have a great day!" Not one word! No you're welcome! No my apologies! NOTHING!! I totally understand that sometimes people have an "off" day and service and/or a product may not be up to par that day. In all honesty, had my breadsticks been in the bag, I probably would have just kept the food and my mouth shut as well. People may not remember what you did or did not say but they remember how you made them feel! That is especially true in the hospitality business! I hope that crew has better days moving forward so to give the customers a better...

Both bathrooms we're in desperate need of attention. Service was very lacking. We had to wipe down a table before we sat down to eat. There were no forks. When we had been waiting for our food for 15 minutes, I went up to see if we could at least get bread sticks while we waited. The employees saw me walking up, turned away from me, talked to each other, then walked away. We finally got our food after 20 minutes. I could have made pasta at home in less time. Then some customers the staff knew came in. The staff fawned over them, but no one ever even came to see if we needed more bread sticks. When the familiar customers said hi to someone at another table, even that table got checked on. It's like if you don't know the employees, you don't exist. My food was good. My husband said his tasted watered down. I doubt...