Schlotzsky's — Restaurant in Phoenix

I have dined at this particular Schlotzskys for years.

However, each of the 3 last visits became subsequently worse. I don't know if the franchisee has changed, they lost all their competent help or what, but something significant has changed.....for the worst.

Last night was it, the last time I will ever even consider the location again.

After a very long and arduous day at work, I dropped my car of at a dealership for routine maintenance, had not had anything to eat since breakfast at 4am (it was now 6pm) because it was so busy at work. Upon coming up to the drive thru we were greeted and asked for our order only to immediately be asked to wait as we started give my order. I ordered a deluxe original combo, $14+. We got the glaring impression that the female at the drive thru was not well trained or even that "bright". When we were handed my meal, my partner somehow knew to suggest I check the bag and sure enough no chips.

When we asked if chips came with a combo, she told us we didn't order a combo, I asked if it was $14+ for a sandwich and drink?????? The female didn't seem to want to make this right so I handed the sandwich and drink back and demanded a refund. She took the food and drink back and started punching away at keys on the register to no avail and started yelling loudly for someone, I presumed the person in charge.

After several minutes someone seemed to have appeared at the front register and she was speaking to them, who later identified herself as the manager.

The drive-thru female told me I would have the refund back on my credit card in 2-3 days and I requested a receipt to verify the refund had been submitted. Again she seemed to have been speaking to the "manager" at the front register, and then handed me a receipt that when I looked at it, was some bogus receipt that was printed for a cash transaction that was never completed.

I marched inside now insanely furious at not only the totality of the experience to that point but this 'managers' attempt to deceive me with her ludicrous attempt to provide a bogus receipt for my refund, at which time I demanded a cash refund right then and there. This was eventually complied with.

I managed Schlotzskys for years in the 1990's in Kansas, so know this operation and what protocols are, when a customer has been aggrieved and as my partner mentioned as we drove off, at absolute minimum "a bag of chips would have cost them much less that what it ended up costing them."

But for that "Manager' to attempt to pull the deceptive stunt, she did was the proverbial 'cherry' of this most...

Worse experience ever with this particular Schlotzky's, first time ordering her it took quite awhile to get our food, but today was the ultimate. The lady that took our order said she couldn't hear us at the drive thru and asked us to pull up to the window. We ordered would have been nice to see the menu, but not at the window, after we ordered we waited for 25 minutes, then some one asked us if we ordered the giant, we said not then they asked us if we wanted water for waiting so long, then they said to drive out to the parking lot and wait for our food because the lady didn't turn our ticket in. While we waited tow cars behind us got their orders and drove off we were finally give our food 30 minutes after ordering it and was told she forgot to turn the ticket in. This is unacceptable and we will never eat at another Scholotsky's ever again. This was my favorite sandwich and I always had prompt service at the one in Mesa. but this experience was the worse ever, will never eat at...

​My first-ever order with Schlotzsky's was highly disappointing. I placed an online order as part of a group, and when the delivery arrived, my meal was the only one completely missing. (A separate point: they don't clearly disclose the use of a third-party delivery service on their site.) ​When I contacted them to resolve the missing item, the offered solution was simply unacceptable: either a refund or I had to re-order and pay again, after which they would process a refund for the initial, missing item. ​This policy forces the customer to incur a second charge and wait for an eventual refund just to correct the restaurant's mistake. It’s bad customer service to put the financial burden of an order fulfillment error onto the customer. ​While they did offer a voucher to compensate, the experience with their mandatory re-purchase policy was so frustrating that I have no desire to test the service at this location again. I cannot recommend based on this...