Jack's Family Restaurant — Restaurant in Pell City

I am writing to inform Jack's of terrible customer service. I ordered two steak biscuits, two sausage biscuits, and a tater tots. The counter girl asked if I wanted combos, so I settled on one combo. It was busy, so when my name was called, I grabbed my bag and left. (I should have checked, I know) I drive six miles out of town to my work site, distribute the sandwiches to my crew, and find I was shorted a sausage biscuit. Tried to call Jack's several times to complain, but after ringing abut eight times, the phone kicked back to a dial tone. So after work, I drive past Jack's, stop in with my receipt, and ask the counter girl how many sandwiches I should have received. I want to stress that I was polite and soft-spoken. Well, the counter girl says '5'! It seems I was also charged for a plain biscuit I hadn't even ordered. So the counter girl turns me over to the evening manager, who says 'Just come back tomorrow, and we'll give you the sandwiches then'. I'm not sure I will be back tomorrow, and ask about just getting a refund. 'No, there's no way I can do that, as that refund belongs to the morning crew.' She could give me an equal value of food right then, but I wasn't hungry then. She tells me refunds have to be within thirty minutes. ??? (Like it's perfectly reasonable for me to stop work and drive 15 minutes back for a three dollar sandwich). I show her my phone, mention the multiple calls that weren't answered, and dial the number again. She asks the counter girl if the phone is ringing. No, because evidently their phone has no charge. I point out (still in conversational tone) that I had TWO mistakes on my receipt, couldn't reach them by phone, didn't get a sandwich that I ordered, paid for a sandwich I didn't order, and now am spending MORE time trying to resolve this. The evening manager tells me to wait while she calls HER manager. Then she comes back, and refunds me $4. I am satisfied with the refund, but want to point out to Jack's that this was an unsatisfactory way to treat a customer- especially since I didn't get mad or raise my voice. From my perspective, the biggest sin was shorting me a sandwich- since one of my guys had to go without breakfast. But, no big deal, mistakes happen. But then to give me a hard time about making it right, and wasting more of my time trying NOT to give me a refund?? That makes me angry. Jack's, in essence, stole $3.93 from me- which is a negligible sum. It's the principle, and embarrassment of not having enough sandwiches, that made me stop in on my way home. I would advise Jack's to 1) realize that wrong orders are annoying, and 'an equal value' solution doesn't address the aggravation caused by their mistake. 2) Authorize your managers to refund $4 immediately, rather than anger customers who now have no desire to spend any more money at Jack's. It was the extra time and bother that...

Ordered sausage and cheese biscuit, with extra sausage, lg hash browns and lg sprite. Received sausage and cheese biscuit, with extra sausage, a butter biscuit, small hashbrown, and regular sweet tea. Last time i went in, order exact same order....got a reg butter biscuit with cheese, no hasbrown and reg diet coke. Next time i am going to just ask..whatever you think i should have, since i probably wont get what i order anyway. NEW VISIT TODAY 11/22/21. Go in for breakfast/ lunch at 9:57 am. Wife orders breakfast and I inquire about lunch, since the Jack's I regularly visit in Leeds starts serving lunch at 10:00am. I was advised they won't be serving lunch at 10:00 am since none of the lunch menu would be ready. Ok...no biggie. I order Deluxe breakfast with cheese eggs. Unlike other Jack's, that actually stir the eggs in with the cheese, this was served with cold eggs, and a slice of cheese laying on top, not melted. Sausage, biscuit and gravy were cold ( not as cold as the eggs, but close) The only highlights of the meal were hot hash rounds and cold sprite. I understand hiring employees is tough nowdays, but if the food isn't prepared correctly, it should be stopped at the counter before giving it to the customer. I believe I will continue to visit the Jack's in Leeds. UPDATE 9-6-24 So it's been a good while since I visited Pell City Jacks, so I decided to try lunch ONE more time. I was very pleasantly surprised with both good food and service at the drive through. Time was between 11 and 11:30 am and as usual, they were fairly busy. I ordered a Big Jack combo, large size with Sprite and 2 comeback sauces. The lady taking my order was very courteous and professional, verifying my order before I pulled to window. At the window she was very friendly and made sure I had exactly what I needed. Food was hot and fresh and exactly as ordered. While my previous two reviews were not good, I can see MANY improvements over last time and am thrilled to see them. Will definitely be returning soon! Thanks to the team at Jack's for...

As you can see the names are different on the receipts, but the debit card is the same along with the date. On 07/17/23 we visited Jacks twice, once at 3:47 pm and once at 6:24 pm. at 3:47 My sister Angela order the meal deal for $5.99 chicken sandwich, fries, tea and pie. They told her they was out of the chicken for the sandwich. Later My mother and I went back, because my sister had to be somewhere. 3-ish hours later my Mother and I returned there for us to eat. We order the same thing, 1 of those meals and 2 chicken thighs and a biscuit. 1st off all soda machines stopped working. No biggie. I went to get our order and I had what I thought was a wing and thigh, turned out to be a wing and breast, I don't like white meat. I told the cashier I order 2 thighs, she said I am sorry, we are out of thighs and legs. Don't forget 3 hours earlier they were out of the chicken for the sandwich my sister ORDERED. I said Mother, what kind of chicken is on your sandwich and low and behold it was the chicken fillet that comes on it (THE ONE THEY WAS OUT OF WHEN MY SISTER ORDERED). That's one problem, but I was ok a truck came in while we was dropping my sister off. Right?!? WRONG!! Once my Mother complained about my food being wrong, less the 25 minutes later , low and behold they had chicken thighs and legs and I can assure you no truck came through! I ate the wing and gave the breast to my mother and I was done with eating! Why not just say, we have no thighs or legs ready, it will be 20 minutes plus to cook. 2nd problem and my biggest problem is they plated my food with what they wanted to give me without asking me, hey would you like to wait on fresh chicken to be cooked or would you like to order something else!! But NO they gave me what they wanted to give to me and told me they was OUT of thighs and legs!! I will not be back!! If I do it will be ALONG TIME!! VERY DISATISFIED!!!! I GIVE 0 STARS!! EVEN IF YOUR FOOD IS GREAT, ITS ONLY GREAT IF YOU GET WHAT...