McHugh's — Restaurant in Mattoon

Update: Sad to see a local gem take such a fast, hard nose dive. Prior review below. The past 3-4 yrs, speed, service, and quality at Mattoon McHugh's went from 10/10 to 2/10. Maybe 3-4 of the last 30-40 visits has our order been complete AND accurate. At first I figured, maybe a new round of teens training. Weeks, months, yrs later it's only gotten worse. Rude employees. Joking/playing more than working. The managers I've dealt with( mixed girl mid20s, skinny tan chick, dentures mid30s, a premature graying lady mid40s) have NO customer service skills. Rude, impatient, confrontational. No matter how polite I am, even if I was given my receipt and present it with my incorrect order. I'm only an inconvenience to them. I'm not the only one either. Upon mentioning MchHugh's to friends, coworkers, ANYONE. They make a gag/puke face, and elaborate with their frequent, terrible experiences. Everyone says the exact same thing. Best fast food in town until 3-4 yrs ago. It's gone from the best restaurant in town rivaling The Original Burger King to the WORST in town, now categorized with the NASTY Hardee's, and cockroach-infested Angelo's(another local gem taken a permanent turn for the worst). Also noteworthy(this isn't personally confirmed but heard from a solid source) McHugh's was once arguably the cleanest restaurant in town. Now? The FILTHIEST. I've heard of frequent infestations of flies, roaches, and gnats. I've only seen the flies personally, and they were BAD. It was explained to me that they keep spraying for bugs, but don't actually clean the store. Thus rendering spraying ineffective. Now consider the chemicals dusted on every surface going uncleaned. The food always tastes microwaved, the grilled chicken went from tasting actually grilled and seasoned, to floppy and old. The chicken and fish are always soggy. Even the dressings for the salad have tasted spoiled a few times. The fries, rarely fresh. It takes twice as long to get through the line. I rarely get my receipt, so when my order is (always) wrong and I have to return it(nearly every visit) I'm asked for my receipt that I rarely get, then treated like a liar. They closed the front of the store where we used to walk up and order. Now, you're directed to the second drive thru window which is awkward and confusing with cars moving through the lane too. Whether or not the main manager is to blame for this recent decline is irrelevant because they're obviously doing nothing to change things. So it's still the same rude employees misbehaving and saying inappropriate things loud enough to hear through the closed window. Same Ruder, nastier managers with the exception of one young man, he's tall, thin, long hair, and a sweetheart who does anything he can to correct any issues. I tried Charleston McHugh's recently. I was craving it and heard they haven't been tainted with the poison that seeped deep into the Mattoon store. At first, I was SO HAPPY with my Charleston order. JUST LIKE HOW IT USED TO BE IN MATTOON... Then I pulled the cheese sauce out for the fries. THEY WATERED IT DOWN. After my 3rd visit hoping this was just a single random incident. NOPE. They literally add enough water to the cheese sauce that it compromises the flavor and changes the color drastically. Three visits. Three water cheeses. Devastating. So I'm done with the McHugh's saga all together. If you're from Mattoon, feeling nostalgic and hungry... Don't waste your time. Just go to The Original Burger King. Prior review: Can't brag on them enough, Always the FASTEST drive-thru in town, ALWAYS have my modified order correct (literally, in 15+ years, never a single mistake).... And it's the best burger in town, aside from the original BK... I'm a store manager for a franchise and would absolutely DIE for a crew like this. They also seem to hold onto a lot of their crew for years at a time, leading me to believe that it must be a half decent place to work......

So i order a triple burger because the burgers are good. Explain that i am lactose intolerant and please ask to make sure there is no cheese on it. I get back to work and find it covered in cheese. I call and ask to speak to the manager. He informs me that if I bring the sandwich back i can get my actual order. I dont have time now seeing as i was on my lunch break. I try to tell him that and am basically told that nothing can be done for me. This has happened twice before and this is the last straw. I will not be dining at the establishment for the foreseeable future and i recomend that you check your food before leaving because its a good chance that they have forgotten something, double charged you for something, or just gave you some random order. Customer service is not a concept i think is understood at McHugh's...

My fiance goes through the drive thru, says she wants a Chili Cheese Dog with onion. The past 3 times they got this simple order wrong. I wanted one so I gave it ONE LAST TRY!!! She gets it home, and once again WRONG!!! I open it and it has Chili and Onions. I call the mgr cause I'm beside myself mad. I tell him the order and this is the 4th time now they have skrewed it up!! He argues with me that when she orders a Chili Cheese Dog with Onion that she has to specify that she wants Cheese on it!!! Ummmm....... WHAT??????? Never again!!!!! Dont order a cheese burger, they might not put cheese on it cause you didn't specify you wanted CHEESE!!!! Guess you don't need common sense or any schooling to...