Schlotzsky's — Restaurant in Mansfield

There was an incident that occurred at this location yesterday afternoon (11/18/19) and after witnessing it, I will NEVER eat at Schlotzky's again. It was about 12:30 when my boyfriend and I walked inside the restaurant to get lunch. Upon entering there was one patron standing in line with no one at the register to take orders. No one greeted us as we entered. Shortly after we walked in, another patron got in line behind us. Again, no acknowledgement from any staff. We waited several minutes and still no one came to take any orders. I noticed three people working; one person at the drive thru, one lady making sandwiches, and an older gentlemen, who I assumed to be the manager, was also helping with sandwiches. There was another patron standing up by the counter waiting for his order and I heard him ask the older gentlemen behind the counter if he could get a refund because he couldn't wait any longer. The man proceeded to say that waiting 18 minutes is too long and he didn't have the time to wait any longer. He was polite when he asked for a refund, but the man behind the counter was extremely rude and argumentative. After processing the refund the lady brought the man his sandwich, but the manager snatched the bag away and said he doesn't get it because he got his money back. The patron then tried to give the money back since the sandwich was now ready, but the manager got an attitude and threw the sandwich in the garbage. After witnessing such HORRIBLE customer service my boyfriend and I walked out, along with the other patron standing behind us. Absolutely ridiculous for the manager to behave the way he did. The patron should've been given his sandwich for free for having to wait to wait so long! Very sad to see something like this because I really liked Schlotzky's and would eat there frequently, but never again after that disappointing display of disgusting...

It’s always been a little bit of hit or miss with this location. Been coming here since they opened and the quality has definitely gone down in recent years. This is the first occasion I’ve felt inclined to write a poor review. I’m not sure if they were understaffed and overwhelmed or what the deal was but it’s still unacceptable to me. Placed an order on the app 7/20 to be picked up at 6:15pm through the drive-thru. Waited in line for 5 minutes before deciding to go in since it wasn’t budging even though there were only 2 cars in front of us. There were takeout bags and receipts scattered all over the counters. Gave the gentleman my name and he handed me my bag. The bag was missing my 2 chips and I didn’t get my pizza or my drink, which I had to ask for. Get home and find one of our sandwiches is wrong. It’s supposed to be just a cheese sandwich with extra cheese but they gave us a ham and cheese with no extra cheese. We were charged $3 for extra cheese so it’s unacceptable to not add it and waste peoples money. Drove back up to the store and went in to let them know sandwich was wrong. They “remade” it and the picture attached is what we got back. We just left. Our pizza and other sandwich was cold and undercooked. The bread tastes old. Staff was not apologetic or helpful. While I was in the store, 2 other people came in and also complained about their orders. One man simply demanded a refund because he had been waiting so long for his order. I hope this is just a one off thing of the staff having a bad day but I think we’ll be avoiding this location for a while. I don’t understand what’s so hard about making a simple grilled cheese sandwich? Why would you serve an undercooked sandwich and think that’s okay? For the price of your sandwiches, I expect way better quality and service. I will be seeking a refund. I hope management can support their staff better...

I’ve been coming here since moving to Mansfield in 1998 with my parents. I ate here today and it was one of the worst experiences I’ve had dining out. They were out of jalepeno chips, hot sauce, onions and ice. My sandwich was made wrong and it took forever of me standing at the counter for someone to acknowledge me and assist. The cheese on my sandwich wasn’t melted. There was gnats all around the tea and lemons. The tea tasted super old. The pickles were soggy almost gooey. Overall it was just a terrible experience which is really unfortunate because I’ve always loved this place. It’s gone extremely downhill. And all of this cost me and my husband almost $40...