Jack's Family Restaurant — Restaurant in Phenix City

5 stars until 7/24/2025

I been coming to the Jacks on Retail Rd since it opened. I usually visit 3 to 4 times a week. My heart is outright broken because I come to be fond of the staff. I began to notice churn... New people. Anyways... I was at the location on 7/23/2025. The staff shutdown the dining area early for some reason. I sat outside and had to knock on the door to get the staff to reopen door so I can get a refill and return the tray inside. I threw away a bank envelope without realizing it. It contained money, credit card, and drivers license. I realized this on 7/24/25 that all was missing. I knew what happened. I went to the location. The staff said that the trash from 7/23/25 was already taken by the trash collectors. I had hopeful hopes that all would be destroyed by trash company. The hope ended when I was check the card. Over $700 of charges was placed on the card at various local merchants. I called police and went back to the restaurant. I told the night shift staff that I wouldn't press charges should my driver's license appear by 8 pm. I did what was necessary to file a police report. The staff was playing the typical YOUNG FOLK games. Per officer, he said manager wouldn't allow him to see video unless he brings a warrant. So after I left the establishment, I went to each merchant. I am sure who refused to turn in the card to the manager to place in the safe based on information the merchants sharing that was consistent. I am sure of the vehicle, VIN, and tag that was travelled in because the person went to get an oil change. The night shift thief used my credit card with partner of opposite sex at Mama Beauty Supply, Game Stop in Columbus GA, American Deli in Phenix City, Dollar General, Family Dollars, twice at Walmart supercenter in Phenix City, and twice at raceway. Card was used from early morning until approximately 2:36 pm and then the credit fraud thief went to work. I will update police report on 7/25/25 with the information that the merchants provided so that arrests can be done swift when a detective is assigned. The bank envelope included cash, driver license, and credit card. I told the entire night shift that I wouldn't file charges if I got my driver's license back. No one gave me my driver's license when I returned 3 hours later. Staff should be trained to return credit cards and ID. It's obvious that it was on the top of the trash and removed from the bag. The Truist envelope was EASILY seen. I was in a rush because the lobby was shutdown early and the staff wanted to get me out for some odd reason. I was the last customer in the dining hall AND the staff definitely remembered the envelope because there was CONVERSATION about it on 7/23/25 when I stood at the register TO PAY FOR THE FOOD. THE SAME STAFF MEMBER WHO SAID SOMETHING ON 7/23/2025 RECALLED ON 7/24/25 ME HAVING the envelope inside the restaurant. I deactivated the credit card and did a fraud alert. I will see filing criminal charges to the end because the staff member should have NOT used my credit card and should have returned my...

We originally visited this location the week they opened. Although it was busy and the staff was still learning, the experience was fine and the food was great! Burger, fries, and chicken were all cooked perfectly and we were extremely happy. Unfortunately we have visited this location 2 times since then and each visit has been worse and worse.

On our 2nd visit the staff were borderline rude and it took a long time for us to get our food. Despite the wait, all 3 of us were disappointed with our orders. My burger tasted like it had been under a heat lamp for hours, the fries were tough like they were stale, and my friend's chicken was very dry.

Thinking that visit was a fluke we visited for a 3rd time. On this visit we received the worst food and customer service I've ever had the displeasure of experiencing in a fast food restaurant. Despite us being 2 of only 5 patrons in the entire dining area, no one offered to take our order. It took 2-3 minutes before the staff behind the counter even acknowledged us. After our order was taken, the food we received was wrong. I received chilli fries instead of a burger. My wife received bone-in chicken instead of strips. Our shake was only half-filled and barely mixed at all, and they forgot to give us our drinks. When we re-approached the counter to get the order corrected the staff were literally cussing at each other and talking about a customer in the drive-thru. No one offered to help us. My wife stood at the counter for nearly 5 minutes before she was assisted. And guess what... the "corrected" order was also wrong and had the same stale heat lamp taste. At that point we were too fed up and too hungry to bother waiting anymore.

We have no plans to ever revisit this restaurant. It's such a shame because it is in a prime location and the inside is very nice, but unfortunately the terrible customer service and lack of fresh-tasting food is a total deal breaker. At least if I drive an extra 5 minutes to Mcdonalds I'll get better customer service and my order will be right. Do NOT recommend visiting...

First I would like to say that I'm very disappointed in the new Jack's on Retail Drive in Phenix City, Alabama. This was my first time visiting the restaurant and also my last. When I arrived to the drive thru it took me a few minutes to order. I place an order for a 12 piece tenders and requested to have them freshly cooked. I had about 6 cars ahead of me and when I arrived at the window to pay, I was handed a bag and I asked were my tenders freshly prepared and the cashier said yes. I opened the box which was cold and all of the tenders were hard and cold to touch. When I handed the order back to the cashier, might I add that she had an attitude and the manager Tae came and asked me to pull up. I asked Tae about my order and said if they were freshly cooked why were they cold and he replied that they were fresh when I ordered them but had gotten cold while I was waiting to pay. Then all of the other young workers wanted to know why I won't pull up and the rude cashier at the window said she refused to move so they told every car behind me which was probably 10 cars, that they had to come in to pay because I wouldn't move from the window. I have never in my life been subjected to this kind of unprofessionalism. Maybe the store should not have rushed to hire and train their staff, to only subject paying customers to cold food, bad attitudes, and might I add no one had the decent courtesy to apologize not one time.The drive thru cashier father was also in the drive thru and she yelled to him that I refused to move, which I did because I wanted my order fixed correctly and hopefully the time spent while the ticker was counting at the window, would serve as a training tool for the store to do better the next time. Please don't visit this store. I tried calling the general manager and...