Jack in the Box — Restaurant in Phoenix

First off I wanted to say that I’ve worked in customer service for 11 years now, I am a manager myself so I understand customers can be difficult especially in the case of a mess up so I always try to to be respectful and kind when I’m on the other side of the experience. After placing a mobile order to pick up in lobby, my boyfriend had arrived to pick the order for me. Unfortunately the lobby was closed and the drive thru line was wrapped around the building not even moving. He did have a short word with the manager on duty Angel who gave him attitude stating that the lobby is closed and would have to wait in the drive thru line after he just seen another person being helped by Angel for a mistake on their end. After providing feedback on the app and not receiving our food, I was contacted by Jesse who was wonderful, professional and wanted to resolve the situation. He told me what he could do for me to rectify the situation, and to ask for Angel when I came in later to pick up the order. Upon arrival I was not greeted kindly by Angel. After I explained to him that Jesse told me to ask for him as I was supposed to receive 3 free meals in regards to us not getting our food the night before, Angel stated that Jesse did not relay any of this information nor did he leave any notes about the situation. Angel then asked to see my order on the app and said that he remember seeing this, and that he had gave my order to a man who supposedly asked for the order under my name. He claimed this man was my boyfriend and after kindly explaining that it was in fact not my boyfriend as we never even received the food, he basically called us liars stating that my boyfriend must’ve ate all the food by the time he got home which is only a 2-3 minute drive as we literally live down the street. On top of that, Angel lied and stated that the gentleman he gave the food to asked for my order by my name. This wasn’t the case at all as my boyfriend witnessed the situation first hand. He had my boyfriend confused for another black man who did not ask for the mobile order under my name but stated that the employees messed up his order in the drive thru 3 times (including giving him an entirely different order which now I believe was my mobile order) and that he wasn’t going to wait in line to have them correct it. Angel assisted the gentleman but not my boyfriend. I tried to explain to Angel two different times that the black man he gave the food to was not my boyfriend, he denied the claim and couldn’t even make eye contact with me as I was discussing this matter with him. I was embarrassed as this happened in front of another paying customer. I don’t appreciate being called liars nor being treated so poorly. I would never want anybody to lose their job, especially over food during these hard times, but I would suggest additional training or coaching for Angel as he did not handle this situation as he should’ve as...

Newly build location. Still nice and clean as it opened in 2017. Easy to use drive thru. But it is still a Jack in the Box. Perhaps slightly better than some other locations, but not exceedingly so. If that is what you are craving, then by all means. However best bring coupons to make the bang for buck calculation serve you, as the value options are not nearly as good as normal menu items, which are only reasonable with coupons.

[Update] Lowered rating to three stars. Still a nice new place, but service speed has deteriorated. Explain to me how In-N-Out or SmashBurger can fry up a fresh patty, and get me a burger faster than this place can assemble a burger from pre-cooked patties in heating drawers. Makes no sense, especially as the place was empty, no one was in line in front of me, only car or two were in the drive through, and there were at least four employees behind the counter, and in the kitchen. Still waited nearly fifteen minutes for my order. Loaded fries were good, but In-N-Out had been making animal style fries for decades, so nothing new under the sun, but glad Jack in the Box finally "discovered"...

They did a good job this time which amazed me. Usually the cashier looks like he/she doesn't want to be there and that shows in their face and.attitude towards customers, but not this.time. The cashier was friendly, helpful, and took care in being sure to read the order back slowly to be sure i ordered everything and.that he heard me correctly, i appreciated that. I was there for about 20 minutes, but they were busy from the drive thru, so i understood, and they kept telling me1 they're working on it. The worker that passed me my completed order made sure i had everything i was to have as well as any condiments i requested, all with a smile, keep this crew JIB and i will be back. Now the reason for the 4 out of 5 stars is due to a timing issue,i ordered a regular chocolate shake, well he made the shake right after ordering and gave it to me, remember i waited about 20 minutes for my order, so.the shake melted, so let's make the shakes last so we have a fresh ice cream shake instead of milk with whip cream . Also,what happened to the cherries they used to put on the top of the shakes? Just...