Skyline Chili — Restaurant in Mason

The 1-Star is to get management's attention. You have a great staff and a good, consistent product. But if someone's life depended upon it, you couldn't get an order out that drive through window without forgetting something.

This last time was onions, for a 5-way. And the team members always ask if we want crackers or hot sauce but it's a roll of the dice if those items ever make it into the bag. Those were missed as well.

The time before it was just the onions.

And these are small orders. A regular 5-way, a small 5-way, and a Greek salad. The most egregious example was a large order for seven hungry people coming back from KI. We reached home with nine (NINE) random chilis, cheese for five, and, once again, too few onions.

I've driven back to this store at least 10 times over the past couple of years because of an incorrect order.

As I explained to the young lady in charge, you have good people and a good product, but your processes are highly flawed and prone to error. This failure rate is the responsibility of ownership and the store manager.

When this level of error is persistent for such a long time it's because of poor processes and an unwillingness to learn, or change.

The team should schedule some time away from the store to come up with ways to get orders correct. I'm sure there are fast food industry standard practices that could improve this store's process.

Nothing is ever perfect. Mistakes happen. We need to always keep that in mind. But this store has finally broken me.

My google reviews are ~99% 5-stars. This 1-star review is...

I just don’t even know what to do anymore with this Skyline. They get our order wrong about 60% of the time. Sometimes they repeat it back at the speaker, sometimes they don’t. That has no bearing on whether we get the right food. They give us onions and mustard all the time when we’ve specified that we don’t want that on our food, and they also love to give us the regular chili instead of the veggie chili. Its exasperating because you don’t really know that your food is wrong until you get home and open it all up. I usually double check at the window with the staff but that hasn’t been effective either. Most of the time we just eat what we can and throw away the rest when we get home. A few times we’ve driven back and asked them to remake it. They staff are generally polite and courteous but when I’ve asked why this happens so often no one can explain. I’m just stumped! The last time we went they said they were out of veggie chili. We are going to take a break from this Skyline for a while. Also, I’ve completed the survey on the receipt a handful of times as well. No follow up...

I am a huge Skyline fan. I always go to this location, even though it is not the closest one to our house. Everybody is so friendly and make you feel right at home as soon as you walk through the door. This year my family went there on the Wednesday before Christmas. They had a Santa, crafts, and on top of kids eating free. The manger was even holding my 10 month old at one point, and other members of the team were helping the kids decorate wreaths that we could later put pictures in and hang on the tree. It takes a community to raise your kids, and moments like these just bring tears of joy to my eyes even when typing this review. Thank you to each and every team...