McAlister's Deli — Restaurant in Oswego Township

Had a bad experience on 11/19. Made 2 separate orders back to back at register and received the first without issue but had to wait 30+ minutes for the second because it was given to a different customer. There were too many more service flubs along the way to list here but note: I received no acknowledgement of the inconvenience or apology until I had to get rather loud/vocal 25+ minutes into my wait as it didn’t seem there was any priority given to fixing my issue.

I do concede the place is new and experiencing growing pains which is totally understandable. However, I contacted the email address the owner has provided in various reviews twice (I emailed 11/20 and 11/23) and received no response. I even indicated in my emails I wasn’t looking for anything other than to just discuss the matter and still....crickets.

That is the most disappointing part, i.e. the indication they want to dialogue on bad experiences yet then don’t respond when you contact them. 2 stars here as the food is pretty good and well-made but the glaring service issues, lack of remorse/acknowledgement and poor follow up aren’t worth it and drag down the review.

Update 12/23 - changing to 1 star due to further lack of follow up, non-response to emails (including the company...

We ordered food online and picked up in store. My daughter did not check the bag and we were missing a sandwich and the toppings for the ultimate nachos. Our error for not checking but their error for not checking outgoing orders. I called immediately and spoke with manager who said bring in receipt and they will give me store credit. I didn't want store credit, I wanted a refund for the missing items. I go to store next day with receipt and wrote managers name on receipt. Asked for manager when I got there and some kid comes up, doesn't greet you at all, etc. He had to call I think José. He reimbursed me for sandwich and regular nachos. My receipt showed ultimate nachos as well as me telling him, said I ordered and paid for ultimate nachos and thats what i should be reimbursed for. I was not looking to get entire order reimbursed only what i paid for and didnt get. He shorts me 15 cents on nachos and the tax for two items. Errors occur but this entire experience has shown me what restaurants i want to eat at and which to avoid. You really need to get some customer service people who know how to interact with customers whether...

I've been to this location two times. Both times the staff seem very unorganized. They don't have a designated person at a register. My most recent visit I ordered online. The online ordering was easy. I went in to pick up my food. When I got there I followed the signs for online order pick up. I stood 6 ft away from the register for distance sake. No one acknowledged I was even there. I waited for a few minutes. A few customers came in behind me and the three customer service associates welcome them and ask them to come up the register to order without even acknowledging me. They even made a point to ask another young lady who'd been waiting there before I got there if she'd been helped still passing up me. When I finally was asked if I had been helped I said no and that I had an online order to be picked up. They found my order quickly and I was on my way. Unfortunately, the food sat on the shelf long enough that by the time I got home all the food was cold.

I gave two stars because the food was still really good even if it wasn't hot. I'm just really disappointed with the level of...