Roy Rogers — Restaurant in Maryland

I don’t even know where to start. How about Friday at 12:55 ..it was the lunch rush and a group and I from work came it. The line was long to begin with but options were limited at that point since our lunch is short.We finally ordered at 12:06 and this is when it all goes downhill. We literally didn’t get our food until 12:30. And the only reason we got it is because one person out of the group took our receipts and gave it to I guess the “shift leader”. So this whole time we’re waiting ...our food wasn’t even made. We sat and watched the people who had been behind us get their food and leave. We understand the whole thing about being “under staffed” but maybe some “Now hiring” signs or multiple job advertisements would help. Absolutely ridiculous and unacceptable. The food was hot and tasted fine after all was said and done.

NOW, for the second time I decided to give it a try. Huge mistake. Saturday, 6:02pm (I have my receipts to show) I waited for 20 minutes. I should’ve known better because when I walked in a woman was screaming at the top of her head. But I minded my own business and continued to wait. So finally I went up to the counter after waiting so long and asked “Shamar” if he could check on my Togo since a couple just BARELY got their 16 piece with 3 large fries to go. How do I know so much detail about their order ? Because they had to ask Shamar THREE different time to please stop jamming those huge red boxes into ONE plastic bag and just got another bag. So as the couple left they said “good luck” to me. I should’ve just gotten my money back. So “Shamar” turns around...goes to the hot window and comes back to continue filling the orders in front of me. I was livid. FINALLY, the gentlemen who rang me up said “you’ve been here forever. What are you still waiting for man” I told him “my entire order”. He quickly turned around and found my burger just sitting there in the window the entire time. Then all of the sudden “Shamar” was all into getting my food. Little too late sir. He jammed the burger into a small bag with the large fry. I asked for a bigger bag and he didn’t say anything ...just stood there. So the other gentleman got one. The guy who rang me up inquired as to why my burger sat there to the other workers and the Caucasian girl with long crinkled hair said (while laughing) “are the tickets not printing out? they probably threw it away. They do that a lot” ...are you kidding me?

The lack of communication is ridiculous!!!!! They also went on to complain as to why the general manager “Shawnell” didn’t order enough of everything. THAT was it. I will never come here again. The last of communication among co-workers and lack of respect is CRAZY. Never again.

Mrs. Chelsea (Shawnell Chelsea - General manager), you really need to re-train , re-vamp and re-organize this place before it goes down along with your...

I'm a fan of Roy Rogers restaurant. When I was young, there were several near where I lived and I'd go to eat at them about once a week. The food was always high quality and reasonably priced. Over time, all of the local Roy Rogers restaurants closed and visits became a special treat when I was travelling. If it was time to eat and there was a nearby Roy's, I was there.

There has been a small resurgence of Roy's in the area and up until my visit here, my visits have been overwhelming pleasant.

It's really not the food, the food was good, but the service and standards at this restaurant are poor. When I walked in, there was no cashier at the counter. There was only 1 table in use in the dining room, so I could let that slide as they weren't busy and were probably making use of the payroll elsewhere.

Although several people made eye contact with me, no one greeted me or offered to take my order for several minutes.

The credit card reader was supposedly not working, so the cashier had to manually key in my payment. He did this in 2 transactions because my order was over $25, so I ended up with a transaction for $14.99 and another for the balance.

There was a young lady apparently working in the drive thru who was FaceTiming with someone while assembling orders. She had the courtesy to ask the person to wait when she was talking to the customers, but she was literally holding the phone in one hand while building a Chicken Tender meal with the other. I know how dirty my phone gets over the course of a day and I wonder what debris she was spreading around the kitchen. I saw a Manager and I know the Manager saw this behavior but she did nothing to discourage it.

My wife and I had to wait almost 10 minutes for our meals and my son's order took another 10 minutes after that. I had Roast Beef, my wife had a Double R Bar Burger, and my son had a Spicy Chicken Sandwich. I'm pretty sure I could make a Fried Chicken Sandwich in under 20 minutes.

After our meal, I got dessert for my son and this time the Credit Card reader was working fine, which made the initial card issues seem really, really shady.

Overall, I like Roy's and recommend them, but my experience in this location was not pleasant and I'll be passing it by...

I love Roy Rogers and anytime I see one I will stop to have it. Yesterday's experience was just horrible and I probably would have given it one star if it weren't for the saving grace that at least the chicken was hot and good. This particular Roy Rogers has no customer service skills or service recovery skills. We ordered two two piece meals one with Mac and cheese, dark meat and one with fries, mixed meat.We received that correctly however, my husband asked to stop in the parking lot to check his food. Upon tasting his mac and cheese it was refrigerator temperature cold. He went back in the line told the lady at the window who looked reluctant to believe him. Then when he asked her to feel it. She touched it and began laughing uncontrollably. She closed the doors saying something to the other two workers standing there while audibly laughing and then gave it to them. She came back to the widow opened it and said so, what else.... My husband said I'll just take fries. She said ok. Came back with fries, gave him the bag and he pulls back into the parking space. To check to see that they were hot and eat some cause, at this point he's starving. No ketchup, I had none from my fries so I couldn't help. He had to get out to inside and get some ketchup. Pretty much when they took or order the person was rude rushing and didn't listen. When we brought the problem to their attention they laughed in our face and never said I apologize for this, what else can we get you? Lastly the staff didn't ask if he needed any sauces. Causing unneeded trips back. But alas, don't worry that will be the last time I journey to...