Cook Out — Restaurant in Norfolk

Tried for the first time yesterday and was very disappointed. Waited nearly 20-25 minutes after placing the order. Even so, burgers were cold to lukewarm. The grilled onions on my double the cheddar way (or however it was noted on the menu) were borderline cold to room temp. Fries were also very cold and soggy. Cajun spice on my fries at least helped with taste.

This was at around 3pm and it wasn't empty, there were probably 20 total people in the restaurant either eating with only 1 order ahead of us and 1 order behind us.

Burgers tasted meh. The patty itself reminded me of the meaty aftertaste you get from a Sam's or Costco frozen patty - not bad, but not premium or fresh beef like at other premium priced chains. Given the wait I had expected the burger and fries to at least be warm which was not the case. Definitely not worth the $34 we paid for the 4 of us (2 kids combos, 1 adult combo, and burger fries for me). I got water and fries so no combo and my meal came in a bag.

Portions also seemed all over the place. I ordered a double burger cheddar way. Bun on mine seemed smaller or maybe squisted than the regular and 2 smalls my wife and kids ordered. The foil wrapping alone seemed to have a visibly smaller diameter. As for beef, the double was basically the same or less amount of beef than my wife's regular sized patty. Basically the regular patty was as thick or thicker than the 2 patties stacked on the double, with the double looking like 2 of the small sized patties stacked when comparing to those patties in my kid's burgers - odd given the premium price.

Garbage was also overflowing from all trash bins so nowhere to put our trash when we left.

I normally don't leave reviews, but I took the cup with me to call the toll-free number but decided against it. We'll see if this review gets their attention, but given the overflowing trash and slow service for cold food I felt a review would be more helpful for other people to see.

They don't have this chain where we live (visiting my parents in Norfolk) so it's not like they can comp me a meal anytime soon unless they refund us the meal entirely. I felt that a review was needed as this location at least needs to work out some bugs for our next visit, but we are unlikely to go back. We'll see if I get a contact from the corporate offices considering. I didn't keep my receipt so other than showing a charge I'm not sure they'll be able to do anything anyway.

The only positive was that the staff were very friendly, but they again seemed oblivious to the underlying issues not to mention garbage overflowing. By the time we left there were only 10 people in the sitting area and the bins...

If I could give zero stars I would!!!! I visited this location 7/4/2018 at 4:50 pm my order was 1 strawberry cheesecake banana pudding milkshake mix and 1 peach cobbler banana pudding milkshake mix.I received my milkshakes and when I took the top off my strawberry cheesecake milkshake it was watered down like it had been sitting there for about 30 mins. So when I pulled back up to the intercom the manager asked could she help me and I said I’m just going to pull up because my order is wrong my milkshake is watery . She said Well is going to be like that because all the ingredients in there and said I could make another one or you can have a refund and I stated that I’m just going to pull up I didn’t want to have this conversation over the loud speaker and she said AND AGAIN I CAN GIVE YOU A REFUND so I didn’t respond and just pulled up and asked could someone else make it and she said no because she is the manager and I said well can I have your name she said ok I’m not giving you my last name I said okay so since she didn’t let anyone else make the milkshake I just received my refund for the first milkshake and waited for her to give me her name and she said if I don’t leave she’s going to call the police which is fine on my behalf because I didn’t do anything wrong so I waited for the police but before they arrived I asked for a refund for my other milkshake because I would not give my money to someone with such horrible customer service she said no I had to wait for the police so I did , once they arrived I did receive a refund but didn’t get her name as a previous General Manager, Assistant and Shift Manager I am big on customer service 1 st Mistake was automatically assuming I wanted a refund 2 was yelling through the loud speaker 3 was not allowing someone else to make the milkshake 4 was not giving me her name and 5 was calling the police when this issue could have been easily resolved I suggest she have more training on customer service and she is NOT MANAGER MATERIAL I have been in the food industry for over 7 years and what’s right is right and...

I absolutely hate giving bad reviews, but this last one after multiple visits gone not too great, I feel it's time I did.

Pros: shakes are good Cons: very slow, food is cold, employee may pay for something on your card for themselves.

I've specified ice water cup multiple times, but get a bottled water each time and have to pay the price for it without being given a chance to tell them through the window something is wrong. Staying to wait to talk to them is dangerous to other customers for the fact the line is so long that the last car is stuck partially in the street.

But that's the usual visit. This last visit was I was the final push to leave this review. Good part was that they were quicker than usual and for once no cars were stuck in the street. (I was a few minutes earlier than usual, admittedly may have something to do with that)

Bottled water is costly and I'm already splurging eating out, so cup of water has been my go to. As mentioned above, when I order "cup of water" or "water cup", I get a bottled water. However, because I've been in need to save a little money, I decided not to risk it that time and didn't ask and instead bought the other items.

Kicker? Still paid for a water bottle. Double kicker? I saw her grab a water bottle and put it by the register as she messed with something on the screen, then paid with my card before she opened the water bottle for a sip.

When I finally got the food, it had "water" on the bottom of the paper attached to the container (and didn't receive one, surprise surprise) If they handed out receipts, I'd have definitely mentioned it right then and there. I should've taken that risk to wait for them to open up the window again. I get that employees need breaks and water and such. I've worked food service before, (hence why I really hate leaving bad reviews) but this one was too far,...