Jack's Family Restaurant — Restaurant in Millbrook

Ordered two milkshakes on the app on my way home during severe thunderstorm so the restaurant wasn’t busy. I pulled up to the drive thru speaker and a black man said “can I take your order”. I always pay attention whether I’m greeted or not at a drive thru or dining in at a restaurant. Nevertheless, I responded with I placed an order on the app….his response was “the milkshakes…pull forward.” I pulled up to the window and a young black girl opens the window and says….”did you order something”. I said I placed an order on the app and she said “oh the milkshakes….can you pull forward”? I said yes ma’am. Long story short I waited 15 minutes and watch 5 other customers get waited on in the drive thru before I decided to back up to the window. The young black girl opened the window and was about to ask me again did I order something when she stopped, recognized me and her mouth dropped open. The look on her face clearly showed she had forgotten about telling me to pull forward. I didn’t wait for her to say anything …I said give me my money back. She never said I’m sorry, kiss my butt or showed any remorse for her pour work ethic. She turned around, threw my milkshakes away and yelled for the manager I assumed. A black man walks up and said “if you want a refund I can’t do anything….you’ll have to cancel the order on the app”. I immediately recognized his voice from when I initially pulled up to the drive thru speaker. So I clarified and asked…..if I cancel the order on the app my credit card will be refunded? He said “yep”. Keep in mind this is the manager who was aware I arrived to pick up my order, but yet forgot about me just like his employee did and neither person who is black ever offered an apology. Why is that? Is it because I’m white or perhaps just poor customer service or maybe it’s just complete incompetence? FYI, the manager was completely wrong or lied through his teeth because the app doesn’t offer a refund option on orders. The app only instructed me to call the Millbrook Jack’s for a refund and when I called the number it supplied….would ring once and hang up. Bottom line is ….. customers deserve better service, should expect what they pay for in a reasonable amount of time or at the least …..accurate information or an apology when an employee or manager screws up. The Jack’s Family Restaurant in Millbrook, Alabama failed in every aspect today. My point to this is to make hard working people aware that an order as small as two milkshakes can be disastrous if the wrong restaurant is chosen. Especially if that restaurant doesn’t have a diverse staff with any pride in job performance on or at least…..simple common courtesy regardless of skin tone. My suggestion is to expect nothing less than perfection from any restaurant where you spend money, but be aware if you choose this Jack’s. I left the manager with this message before I drove away and I’ll suggest this to every customer in any drive thru to do the same. “I will not pull forward ever again in a drive thru. The people behind me can wait their turn just as I had to do for my order.” I wasn’t surprised when the manager showed he couldn’t have cared any less cause he only grinned at me while closing the drive thru window. Imagine that! I called Jack’s corporate headquarters. The automated message said to leave my name and number and someone would return my call as soon as possible. Two hours later ….. no return phone call and still no refund. Unfortunately, I’m seeing a pattern of poor customer service with this company....

In the past year, I have visited the Hwy 14 Jack's 3 times. The first time I took a friend to pick up her order that she had called in about 15 minutes before. Not only was her order not ready, the order was wrong, she had to go back in, and the fries were COLD. The second time I went through the drivethrough. My order was very simple #2, large with a half and half sweet tea. I checked to see if everything was in the bag, and it looked ok. Not only was it the wrong sandwich, I was given an orange drink. When I tried to call them, the Jacks phone was busy. I tried for over an hour. Never got through. So fastfoward 9 months later, and I decide to give them one more chance. I sat in line for over 25 minutes with only 2 cars in front of me. As I was ordering the person taking my order, could not understand me....I repeated myself, used #s, but I was certain that she didn't get it right. I ordered 2 orders of fries, large tea, 5 strawberry pies and a #2 burger. The lady says do you mean Cherry and I said no Strawberry. She says we only have Cherry as am looking at the menu that says Strawberry and not Cherry, I say fine yes that's fine. I get to the window and it takes forever for the person to come to the window. Then she says that will be ####. I knew that couldn't be right so I told her what I ordered and she says well no you only ordered 1 fry. I said no Ma'am, I ordered two. Another lady overheard and said Oh yes she ordered two fries I took the order. She brings another fry and plops it in the bag. The girl says Oh and we only have 3 cherry pies. I said ok do you have any other kinds and she says hold on, yes we have apple, strawberry and some other kind....but only the apple is ready. I say fine just give me what you have. By this time I just want to get home before my fries get cold. So I pull away and notice, they didn't give me my drink. I pull around go inside and say you didn't give me my drink. So this girl gives me and empty large and tells me I can go ahead and get one. Then the lady who took my order came over and gave me my large tea....I leave and get home and....there are 6 pies, 3 fries and my burger.....how do...

I do not normally go online and do reviews, but this one is necessary. If I could give this Jack's a zero star I would. So I am nursing supervisor and this past weekend we had a very stressful day at work. I decided to buy lunch for everyone. So I sent a staff member to go get us some Jack's. It was a large order and I spent $99 and some change. When my staff member came back with the food, half of the order was missing! Remember I said it was a very stressful day and everyone was starving. So I called Jack's to see if they would deliver me the food they left off my order. The manager Yolanda, said she could not do that. I said ok, well can you refund me the money I paid for the food that was missing. Yolanda said I would have to come all the way back up there to get a refund. I explained to her how inconvenient that would be for me and if I had to drive all they way back to Millbrook for a refund because of their error I should get I a full refund. She said I could only get a full refund if I brought back all the food!!! Mind you the food was cold at this point because we all wanted to eat together and I wasting time on the phone and half the staff were missing their order. I politely asked who her boss was and asked if I could speak with her. Her name is Miesha Brown. She is supposedly the store director. She said the same thing that Yolanda said. When I asked for her bosses name she said his name was Chris and that she would not have him call me because she was trying to handle it at a local level. I explained to her that she was not doing a good job of handling it. She hung up in my face!!!! Jack's never gave my staff member a receipt!! So I honestly don't even know everything that was missing, because like I said it was a very stressful day at work. I just know half of my staff had to wait for me to door dash! So Jack's literally stole money from me and did not even try to make it right! Super disappointed in Jack's in Millbrook, AL. Their management team is very unprofessional and they have no idea how to handle custom service issues! Stay away from that Jack's! They will steal...