Schlotzsky's — Restaurant in New Braunfels

The Schlotzsky's in New Braunfels, TX has sunk to a new low and it's a shame that the damage to the brand and the reputation that is being done by one store's lack of leadership. Facebook Group, "Moms of New Braunfels" (over 4,300 strong) has already registered several complaints in the past few months. Schlotzsky's Corporate should be embarrassed to allow this store represent the brand. My wife and I used to be loyal customers of Schlotzskys in different markets. However, since being in New Braunfels for the past few years but we've been extremely disappointed in the service from this location on Walnut. For years, we've turned our heads and kept being repeat customers despite hearing excuse after excuse from the same female manager. However, today was the last straw. My wife waited over 10 minutes in the drive-thru. When received, my wife checked and wrong chips. The employees shut the window immediately so my wife has to pull around. She was told to "Wait in line" again, with 6 other cars in front her - not "come on in, and our manger will take care of you". My wife, with a 2-year old said "Do I have to wait again, can I just tell you what's wrong?" After 5 minutes,an employee (young boy) comes out and asks if the sandwich was wrong? She hadn't checked but shouldn't staff be doing the checking? Employee: "I'll take everything in to see what can be done." Another 5 minutes go by, employee comes out empty-handed says, "we re-made your order" - "Do you want a full refund?" My wife: "I want you to make this right and my food please". Employee: "let me just get a manager" - Another 5 minutes of waiting. The manager emerges and chooses to immediately raise her voice and rudely speak to my wife. The lady says, "You would've been waiting this long anyway since we remade your order"? My wife asks her, "Can't you just make this right" and the manager aggressively pulls out a wad of money in her fist, waving it in front of her and says, “I have your money right here" She then attacks, "But I need your drinks and chips back" My wife had no chips but she then accuses her of "hiding chips"? Is that how Schlotzsky's trains their managers to treat customers? My wife basically pleads with her and says, "Is there anything you can do to make this right? - My two year old is upset and can I talk to someone else" - Manager: "I don't care who you are, I"m the manger of this store and you can talk to me". My wife: "I know there's a franchise owner and bring me my order and their contact info" - she then says "I'll have to make your order but I can't give you anything else" - Now - of course, confusion is everywhere because she had just said that was the order was remade earlier. My wife said, "give me my money and a bag of chips for my hungry 2 year old and the name of the franchise owner" - The Manager said, "I can't do anyting until you give me drinks and those those chips you have"? Now we're arguing with a customer over drinks & chips? My wife said, "I don't have the chips, I told you that (almost in tears) - please just bring me chips for my 2 year old and info for the owner and my money back. The manager proceeds to Throw the money at my wife, yes, Throw, and says, "Just so you know, you owe me for those drinks" with money all wadded up from being in her clinched fist. After waiting another 5 minutes, employee comes out with chips and a receipt and proceeds to drop them in my wife's car - not hand them to her and says, "Here you go.” Nowhere in this entire disgusting incident was there an apology to my wife, a paying customer -not even a simple "Sorry we got it wrong". Needless to say we will continue to tell everyone we know in New Braunfels and on the web about our terrible experience with Scholotzsky's since they haven't just lost one paying customer, but they're losing an entire brand reputation with the lack of character and professionalism in their employees which one must assume are a direct reflection of...

many issues observed over time.. Most importantly I WILL NEVER GO TO THIS LOCATION AGAIN.......1. Id like to comment on the filthy window at the drive through, the only time I can actually see into the building is when my bag is shoved through it....2. I think its admirable that you hire women that are covered in tattoo's, if your trying to get a tax break for doing this-STOP!!!! what you need to focus on is customer service, Great customer service will supersede any bad thoughts of how the people look and dress anyway!!! 3. speaking of dirty window, this makes me believe that since I can see in, and my bag is pushed through the window like a freight train passing by, I CAN ONLY IMAGINE WHAT YOUR KITCHEN LOOKS LIKE!!!!!... 4. and finally my receipt was at the bottom of my bag with my spilled sandwich unfolded.... LOVELY.. ohhhhhh let me add that since i do feel that Schlotskls is going for the tax break and terrible service, I contacted Schlotskys corporate office 4 days ago and NO reply of Im sorry, kiss my ass, we'll get back to you-NoTHING!!!! this all could of been avoided if you just had better customer service, like Chik-fil-a right next door WHERE THEY UNDERSTAND THE MEANING OF FIRST IMPRESSION AND CUSTOMER SERVICE.... by the way I have tattoos and have been in the retail and tourism business for as long as I an remember!!!! just smile...

About 3pm 4/29/23 ordered 2 original schlotsky sandwiches. The bread did not taste or have the texture of the original sandwich. It was not warm, stale, and tasted differently than the original, and didn't have the muffin texture or pleasantly spongy bounce-back type feel. Didn't taste good. The bread is a main feature but it unfortunately didn't have that. The mustard on the sandwich reminded me of a Whataburger hamburger with a heavy dose of mustard that dominated the flavor of the sandwich, drowning out the flavor of the veggies. Finally, the temperature of the sandwich was not warm. All we wanted were Schlotsky's originals. They didn't come close. I told the manager and he was courteous and professional, which was the only redeeming feature of our dining experience. The food we ate needs a quality...