Charleys Cheesesteaks and Wings — Restaurant in Maryland

Had a terrible experience today because they think it’s okay to just replace items when they don’t have that item at their store anymore. I ordered the donut holes and got a cookie once I checked my bag for my online order. The lady helping me was rude and so was the manager. They said I can’t get a refund because I ordered on the app (THEIR app not a third party app). I showed them the app and the order so they could show me where this magical button was so I could get a refund but they just looked dumbfounded at each other and walked away telling me to wait there but for what? If you said you couldn’t refund my money what am I waiting for? I left out because they didn’t seem to want to help or apologetic at all. At the end of the day the person should’ve said they didn’t have what I ordered vs putting in a random item (a prepackaged cookie that has no expiration date) in my bag and hoping I wouldn’t say anything. The least you could I’ve done was tell me you didn’t have the item I ordered and gave me the choice of another item or a refund which you could’ve easily done if you actually wanted to do the refund instead they seem intent on ripping people off.

Edit: The reply makes it worse. The employee and manager lied to my face and told me I couldn’t receive a refund and I would need to do my refund in the app (where there is no option for a refund and I told and showed them that multiple times). So now you’re telling me it was possible and they just didn’t want to do it or didn’t want to admit they...

Today on 9/13/22 around closing time my brother and I placed an order, everything was perfectly fine and we had a great experience with our cashier(Trinity) until this other female employee with glasses and ponytail(I didn't know her name)came up very rude and disrespectful, the entire time our order was being prepared she was walking back and forth through the store on the phone, after our food was ready the rude employee with the glasses and ponytail came over grabbed the first order ready and "TOSSED" the order on the table, I waited to see if she would do that with the rest of the orders, but she didn't I then wall up with my brother now all the orders are on the table I come to find it was my order that was tossed so I she say to the lady "you didn't have to toss the food" she then responds with loud vulgar language so I repeat what I said while walking away and she continues to curse and yell and as I leave I called her ghetto then she treated me and told me to wait outside as I correcidentally wait for my Uber, a tall light-skin male employee came outside and help calm down the situation(so he was pretty cool). The only real problem was the employee with glasses a ponytail with a cap and talking on the phone the entire time she...

My first time coming here. Food was great. However, I didn't appreciate the service. I want to mention that I am a black female and the store is ran by Hispanics. The reason I'm mentioning this because upon me walking in, I greeted the cashier, a young Hispanic girl, and she literally just stares at me. Fast forward to receiving my food, the girl just sets it on the counter and proceeds to continue her conversation with the cook, normally the PROPER thing to do is call out the number ticket or let the customer know the food is ready. She did none of that. I had to ask the cook if that was my order. Then, an Hispanic family walks in, when their food was ready she walked it over to them. I don't know what that young lady problem is maybe don't work in a predominantly black area if you're going to treat people other than your...