Krystal — Restaurant in Marietta

It's been quite some time since my incident occurred, as I was so extremely heated afterwards that I wanted nothing to do with Krystal, so I'm just now leaving a review.

In February of either 2022 or 2023, I went through the drive-thru. I got home and noticed that a part of my order was missing. So, I attempted to call the location immediately, as I didn't want them to think that I was being dishonest about anything. I called literally 20 times in a row and got no answer. The next day was Friday, so I figured I'd try again after I got off work before my weekend began. I called another 10 or so times, and it finally started to just get forwarded to voicemail without even ringing. So, I had to waste my time and go in person. I get there (with my receipt in hand) and explain to the manager what happened, as well as my frustration with nobody answering the phones. He immediately returns my complaint with a word for word, "Well, how do I know you didn't just eat it and now you want your money back?" To which I said, "Sir, it's $2. This isn't about the money. It's about the lack of customer service for Krystal's mistake." He proceeded to ask if he could see my receipt. I gave it to him. He looked at the time and said, "Oh, I was here last night, and I don't make mistakes, so you must be lying." I complained further. He got $2 from his personal wallet and gave it to me and told me to leave now that I "had gotten what I wanted". I explained that all I wanted was decent customer service. So, I asked for the phone number for corporate. He said, "You can call, but they won't do anything for you." He wrote down a phone number and handed it to me and walked away to sweep the lobby. I called the number right then and there, and guess what? HIS cell phone rings. So, I asked, "Did you really just give me YOUR number instead of corporate like I asked?" And he laughed and said, "Yeah, because I told you, nobody's going to do anything." So, I told him I wasn't leaving until I got to speak to his boss. He called the District Manager and put her on speakerphone. She said, "Just give her $2 and tell her to be on her way. It's not that big of a deal." Obviously, she didn't care either. I remained vigilant and said that I wasn't leaving until he apologized for the terrible customer service. He THEN looked at my receipt again and said, "Oh you know what? I bet I had just left when you came through. It appears Claudia rang you up and she always makes mistakes like this. It was her, not me." I rolled my eyes and left, because clearly nobody cared to deliver a positive experience. Again, my frustration wasn't about $2. It was about the HORRENDOUS management that Krystal's chose for the GM and DM of this location. I NEVER leave reviews, but this experience was so terrible that it's burned into my brain, and I tell this story to anyone that I know when the subject of Krystal's comes up. Someone needs to teach these people what...

Worst freaking display I have seen in customer service since I tried to reason logic with a cable “customer service” representative. First off, I NEVER leave negative reviews, because I believe only people that complain about everything all the time tend to do so. So with that said, here’s a snapshot of my experience:

After placing my order at the drive thru window, I waited 15 minutes before the car in front of my got their order. After I waited another 10-15 minutes, I received my order. During that entire 25-30 minute timespan, not one employee or manager came to the window to apologize, offer an explanation, or do anything other than hand the car in front of us and myself our food and rudely slam the window in our face. After calling the store when I got home, only to realize I had an incomplete order, I was given a plethora of excuses such as “we are short staffed”, “there’s only 1 cook today”, and “there’s only 2 people working here today”. Now, I observed while waiting patiently at the drive thru window, I observed at least 4 employees in the back. 2 were working at a snail’s pace, 1 was cleaning a piece of machinery that had nothing to do with a current order (keep in mind I observed closely as to figure out what possibly takes 30 minutes to prepare some tiny cheeseburgers), and the other was literally twiddling their thumbs.

I work in an area of customer service, known as SURGERY, where excuses are not made, and people’s lives are in my hands on a daily basis. Bottom line - people don’t care about your excuses when you’re the customer. We all work in some form of customer service and have fallen victim to short staffing, under budgeting, unsupportive management, all while having our own personal issues that we could use an excuse to explain why our service isn’t on par or top notch. You guys make fast food items. Why I can’t get an apology or receive an attempt to make my less-than-desirable experience made right by your management is less than unacceptable. If I could give your location, especially your management less than 1 star I would. Customer...

I usually find Krystal to be acceptable when I'm in the mood for some chili cheese fries, but this location turned out not to be.

First off, my order of chili cheese fries was immediately denied with, "We don't have any made". Any NORMAL fast food restaurant would have requested that you pull forward while they make them fresh, especially since it was right before noon, prime time for lunch-goers, but not here. I was completely denied them altogether. So an order of normal fries was what I got. I also ordered a few chicken Krystals, which came out with unbelievably stale bread, no pickle, and disgustingly breaded chicken that looked like nothing I had gotten from my usual Krystal before. I got a sweet tea, which I thought would be okay, but alas they had forgotten the straw. I went home to "enjoy" my food, and ate my cold fries and janky krystal sandwiches in shame.

This wasn't even the worst of the experience. I was out later that evening, and as I was paying for groceries, I realized that they had completely forgotten to return my credit card. I didn't even notice it at the time I paid for my Krystals. I called the location, and no one picked up. I called several more times, and someone finally picked up the phone. I talked to them for a few minutes and they confirmed they had my card.

I showed up to the location, walked inside, and not a single person came to the register for the first 10 minutes of my standing there. Finally I caught glimpse of someone in the back and called them over. They went and got the manager, and finally got my card back. I might have been at least happy that I got it back, except they treated it like I was the one who was inconveniencing them, not the other way around.

AVOID THIS LOCATION AT ALL COSTS. THIS IS THE STORY OF MY ONE AND ONLY TIME VISITING...