McAlister's Deli — Restaurant in Mansfield

Subject: Disappointing Customer Service Experience

I am writing to express my deep disappointment regarding the customer service I witnessed at your establishment recently. Unfortunately, I was appalled by how one of your employees treated an elderly person, and I feel compelled to share my experience. Upon entering your store, I heard an elderly gentleman asking the store manager  Stephanie if she could possibly give him a bigger bag for all his food  items because he had an injured shoulder and it was difficult for him to carry multiple bags and to my surprise she flat out rudely told him  NO !  Instead of offering assistance or showing empathy, the employee in question seemed dismissive and impatient. The way they spoke to the elderly gentleman was both disrespectful and condescending, completely disregarding his needs and concerns. As the interaction unfolded, it became evident that the employee lacked basic understanding and sensitivity towards the challenges faced by elderly individuals. They failed to provide the patience and respect that should be extended to customers of all ages. Their behavior not only discouraged the elderly gentleman from seeking further assistance, but it also created an uncomfortable atmosphere for other customers witnessing the incident. It is disheartening to witness such poor treatment, especially towards vulnerable individuals who may require additional support. Customer service should aim to create a welcoming environment where everyone feels valued and respected, regardless of their age or circumstances. Unfortunately, this employee's conduct fell far short of these expectations. Individuals like this young lady who clearly lacks respect for her elders, are the same kinds of people that are gonna one day be  taking care of the elderly and  just think that could've been your parent that was being treated with the cruelty this girl openly displayed in front of other customers and children. Just because we get older doesn't mean we don't have feelings and clearly this man was humiliated and embarrassed by what this girl was saying to him. I felt so bad for the humiliation this guy clearly displayed on his face I left crying it broke my heart to see the disrespect this girl showed to this man .

I strongly urge your organization to address this matter promptly. Customer service training, particularly focused on compassion and understanding towards elderly customers, should be implemented to ensure that incidents like this do not happen again. It is crucial for your staff to recognize the importance of treating all customers with dignity and empathy, regardless of their age or any other factors. As a result of this disappointing encounter, I regret to inform you that I will be seeking alternative establishments for my future needs. I sincerely hope that your organization takes the necessary steps to rectify this situation and improve the customer service experience for all individuals, regardless of their age.

Yours...

Five of my coworkers and I decided to have lunch at Mcalister's today for a team building. Knowing that this is a newer location and that it would undoubtedly be busy at lunchtime we decided to order ahead of time. We called and asked the staff if there was a way to reserve a table and to inquire if we should order online or if we could pre-order over the phone to have the food ready upon arrival. We were instructed to order via phone and then be there by 12:00pm and that the food would be ready. We arrived a few minutes after 12 and made our way to the to go register. We asked for the woman that we placed our order with and she told us that she did in fact have a table reserved for us. We individually paid for our lunches and then made our way to the table, although most of us had to go back to remind them about our drinks. We sat at the table and watched as people that came in after us received their food. At 12:30, 30 minutes after our food was to be ready, I had to go check with the employee at the counter on the status of our food. She told me she would have to get her manager. He then came over after a couple of minutes and told me that our hot food had not even been started because no one told him we were there. He was unapologetic, and told me I would need to wait because he was doing something else. I went ahead and requested that our food be prepared to go as we only had a 1 hour lunch break and would need to return shortly to work. Several minutes later one of our meals was brought out plated. We had to send this back to be boxed and inquired about the rest of our orders and were provided no answer. The one meal was then brought back to us in a to go bag. Several more minutes pass and we finally were brought the remained of our meals, some were incorrect and the manager was unable to locate one of our orders, because it had already been brought to us separately. We spent 40 minutes in the restaurant waiting for our food. We had less than 10 minutes to eat our food when we got back to work. The staff and manager were unpleasant and shifting blame to each other instead of apologizing for their mistake. With so many great options for lunch nearby I think that we will all be taking our business elsewhere for now.

Edit: I sent an email on 3/6/20 as requested in the response from the owner, but have yet to receive a response.

Edit: we recieved coupons for a free meal. I appreciate the concern that was shown, and hope to go back for a better...

After work May 6 at 604pm "Army" from Midlo on way home to Arlington I stopped by McAlister's in Mansfield Tx. The tea was weak tasting it lacked tea flavor, sweetness and ice. I ordered chicken club meal and son children's toastie ham, with chips and a cookie. I stood up to ask a question and the manager (Porsche) behaves like a she has a problem with me. "I'm not used to this place and so how will I know when my order is ready." I was not upset just asking a question. The manager goes to look and it's ready to be put in a bag. The young man starts with so much fussiness putting this that n other in the bag. I had no doubt all was good. I got home and find no chips for son and me, and no cookie. There I was ready to eat and DISAPPOINTED. I had to drive next door to Target n get chips. When I came home I saw the receipt. I paid for chips and cookie and DISAPPOINTED. I call McAlister's and the young man tells me a manager will talk to me. I guess she comes to the phone but very unprofessional instead of her greating me all I hear is her breathing on the phone. She is supposed to be trying to hear out a customer, but instead hangs up the phone. I call back and she the manager answers. I ask her why she hung up on me without a proper greating. After all I have been through and expressing to her my disappointment all she can say is I will refund your chips. EXCUSE ME, NOT SO FAST, " let's use our imagination the shoe on the other foot after you have been through what I have and all you can tell me is I will refund your chips" Bad customer service beyond, the meal experience went south fast. I will stick to Jason's Deli the folks there are not snobby, rude and unprofessional. McAlister's at least the one in Mansfield does not know how to treat a new customer. Rather assumes everyone walking in has been there before. I will be submitting this to McAlister's head quarters. I lost my appetite for this McAlister's club sandwich after I got home from Target it hardly has any chicken, some bacon, some spring lettuce and way to much stale bread I just waisted $18. The only thing good was the Dr. Pepper and son was ok with...