Carl’s Jr. — Restaurant in Provo

Probably one of the most horrible experiences I've ever had at this place. First off we were at the drive-thru window and the person over the speaker told us to wait a second which was fine. Then came back and said order when you're ready and we had a few questions about the menu and he said he didn't have any idea what we were talking about. You could not read anything on the menu because it was too small and the promotional advertisements hanging on the side of the menu board we're not lit to where you could see them in the dark. So we told the kid that we were coming in because we could not see what was on the menu and he could not understand what we were talking about. We went in and from what it looks like there was one person in the back working and the guy that was helping us and working the window. Again I asked him a few questions about some of the burgers and he said he had no idea. He also said he was the shift manager. And said he was sorry that he was trying to do 10 different things at one time because he got left by himself. Then he continued to rent about the manager that was supposed to be there. But he was talking to the person through the drive-up window. Complaining about how stupid things managers were and that they left every night at 10 even though they were open until midnight. And how disgusted he was that he was left alone and not able to do anything correctly. He went on and on to the person and the drive-thru when he had customers in the line in front of him and through the drive-thru. It was just total chaos for this one young kid trying to run the store by himself. He did in fact apologize saying that he felt bad that we had to wait and sorry for the confusion. Here is where the problem is. It was not his fault if he is going to have the title of shift manager then he should know all the different things that's a regular manager would know. They should also have better communication skills when it comes to customers and not bad mouth his supervisor. He needs to be taught and not just thrown to the Wolves the way he was. I can understand completely his frustration but his customer service skills lack severely. This is not to say that I won't be back but this is ridiculous and should never ever happen. Just because you assume that it might be slow between 10 and midnight doesn't mean that you just leave a young high school kid and one other person in the back. That just shows the attitude and mentality of the general manager. Which is absolutely lazy, irresponsible, and...

Absolutely terrible! Worst experience I've ever had at a food place. If I could give this zero stars I would. Ordered thru the app using coupons. I went thru the drive thru they said they didn't have any orders. Only to find out even though I recieved confirmation emails I still had to click pickup. I clicked pickup and they said I had to go inside. Okay. When i went inside it smelled so bad like urine. I asked for both orders. They said I only had 1 order. I didn't cancel my order. They somehow canceled my order or the system did or something. I tried ordering again but all my coupons were used and weren't being accepted. So not only did it smell so bad, I couldn't understand them as they were all speaking Spanish and I could barely make out them speaking English. Then they canceled my order and I couldn't order again because now my coupons were all gone. Okay if the app doesn't work okay but terrible customer service. They didn't even care to make it right or remake the order or accept my coupons or do anything. They literally said sorry they couldn't help. They didn't know what happened. They were so unwilling. And it was dead. Nobody else was inside, no one else was at the drive thru. I see why. Terrible app, terrible employees, terrible customer service skills, terrible English skills, terrible sanitation. Worst experience ever!...

Before when I ordered at the counter they were very nice but I think they changed manager because now in the drive thru they are a little rude. Today I went at 4:30 to ask until what time it would be open for thanksgiving she told me "we will be open one more hour" and I said "that is until 5:30pm?" And she rudely told me "I said one more hour, that is, until 6pm" although I thought it was rude I thanked her and left. At 5:30pm I returned to how I had already planned with my times and when I was going to order she told me "We are already closed" and I said "but you told me very clearly that it would be open until 6" and she only said "yes but I'm already going to clean and leave". I understand that it's Thanksgiving and I really appreciate the work of the workers on this day, but she had a very bad customer service and if she had told me from the beginning that it would be closed at 5:30 I would have organized myself differently. Instead, I arrived at Carl's Jr, which is in Orem and although it was already 5:50 and they told me that they had already turned off the meat grill, they took my order and said they would turn it on again. Obviously I left a tip for those workers who really do their job well and with love. So the Carls jr in Provo left a very bad taste...