Jack's Family Restaurant — Restaurant in Montgomery

Made a mobile order and was given a 10 min ETA for pickup. Arrived to drive thru to pickup order that had been paid for online. Was told by the manager on the speaker that I would have to come inside for pickup. I drove to the window and she confirmed what she had previously stated, that I must come inside to pickup the order because my order wasn't ready. Seeing as I wasn't dressed for, or prepared to go inside, I waited in my vehicle.

After waiting 10 -15 mins in my car, I went inside to find my order still wasn't ready and many other customers waiting inside that obviously had been waiting for some time also. One gentleman at the counter had a problem with his order, his order had some type of sauce explode inside the bag and had leaked all over the floor. All of the employees looked like none of them knew what to do for the guy. Another gentleman's order had been made incorrectly and instead of the manager offering to remake his food correctly, she actually had the customer to pass the food back across the counter, and (corrected) clearing off ingredients and rewrapping. Totally unacceptable....

After waiting on product to be cooked for the crowd of customers that had been waiting patiently for quite some time, the amount of fresh product that came up was not enough to fill the waiting customers orders. We were told it would be another 25-30 mins additional wait.... All this after already waiting around 40-45 mins total. At that point I had enough and just asked for a refund. The manager stated that she could not give a refund, but I would have to get it from whomever I ordered it from online. My online receipt states to call the number on receipt for refund, but must happen with 15 mins of ordering. THIS WAS A FULL HOUR AFTER ORDERING. If corporate sees this, check the store cameras for Sunday 2/26 from 6pm to 7pm, you will see everything I said is true.... Now here is the kicker, the number to call...... Is the store number where the non-service took place, and to talk to the same manager that was completely useless. I said, hey, call anyway. You guessed it, no one answered the phone. Surprise!(not) I started to contact corporate, but I'm SURE that they are aware of the problems at this location. I decided to just take the $10 loss. It wasn't worth the additional frustration, sadly.... I would say for them to do better, but I know it won't happen. What I do know, I will never EVER visit this location again..... When I tried to send this info to Jacks customer complaint page, it asks for details, but limits you to 1200 characters.........

I have been to this particular location several times & No problems at all. But this particular day I went on my lunch break, I already was having a bad feeling I should not have gone anyway trying to get a milkshake, lol. So I ordered the milkshake and paid for it. I was asked to pull up which is what I did. Waited of course this was around lunch time, several cars behind me several cars has left I didn't order any food but yet and still I'm waiting 10 minutes later so I got aggravated turn my car off and went inside. Line long in the inside as well still in there about 2 minutes maybe then the Lady behind the counter was calling someone out that was already within the restaurant I guess doing their other duties whatever wiping tables or something but I was standing in front of her. She was asking the lady to bring me my milkshake so I her told it was me that was waiting on a milkshake. Went down the road and tried to drink out the milkshake nothing was coming out, wiggled the straw in and out felt like a brick I kept stirring kept stirring still nothing coming out then as I begin to try to get something out again ice cream looked like frozen matted I don't know it just didn't look right kept stirring and kept stirring it. Okay this point I have made it back to work but as I'm stirring I see some brown stuff like around the corner that's it!!! I turned around and took it back told the lady what the deal was. She was like well do you have it receipt I was like no other lady did not give me a receipt but she gave me my change. Then she say since he's been so long I can only remake it and I was like I just left It's only been like 5 minutes. She's like well I can remake it I said well okay she was like well can you pull up so I got frustrated again like no ma'am I'm not pulling up again for a milkshake so another manager came in the front and she handled the situation like an adult finished making my shake, got it whipped up for me and they gave it to me and I left. But my whole thing is why do I have to pull up again!!! I know something about drive time My mom is a manager at another Jack's so I understand that but okay at some point it shouldn't have taken that long to get a milkshake and I wish I could have got a refund because I know I didn't need it anyways but it is what it is. I was not nasty but moral of the story is if you feeling some type of way about anything follow your gut...

HIGH UPSET- After waiting 10 minutes of watching 3 ladies hover the expo I was greeted and not in a way that I saw fit. Young lady (A) starts taking the order, unable to find menu items so another lady from the office (D) heard her confused expressions and decides to help. (A) then yelled at (B) stating “he want 12 tenders” (B) responds “he gone have to wait 15 minutes”. I said “Ok That’s fine”. It’s 3 people bagging orders so I don’t understand why are they making careless mistakes. I checked my order before I left to make sure the sauces were in the bag & the correct sides.((A)&(B) had recited my order wrong twice) Get home to 8 Tenders total -noticeably small in size. Literally 3 of them were half of the other pieces. I had to call, I started expressing my concern and the young lady interrupted me and said “you can come get the 4 tenders”. I live 20 minutes away (Prattville) so I couldn’t come back on tonight, I asked can I come in the morning before work. She said “No, we can’t give it to you tomorrow, you gotta come tonight”. After trying to then speak to a manger she stated she was the manager and argued me down she didn’t have to give me her name. Then a different young lady is now telling me “I gave you 12 tenders, you ain’t get 8 but you can come get the 4”, I said “excuse me, you’ll are distasteful and awful, why would I have to lie about food ma’am I spent $22 I want ALL my food”. The phone hangs up! I was in a great mood that’s why I decided to bypass the drive-thru but to get treated with piss poor customer service is unacceptable and I’m highly offended. Maybe I should’ve left when I no one wanted to take my order. I WILL STARVE MY WAY TO PRATTVILLE...