McAlister's Deli — Restaurant in Republic

I want to give ZERO stars, but that’s not an option 🙄. This is the WORST McAlister’s in customer service, and I would say that it’s probably pretty well across the board for the rest of the McAlister’s in this area. This will be a long read, in short I placed an order on 2-11-18 online, did not receive my food and have yet to get a refund. Today is 3-17-18. Keep reading for details.

OVER a month ago, I placed an order online, my husband gets there to pick it up and the store is closed. (This was within hours of operation). Called the store the next day to get a refund, I’m told it’s no problem that she will get it taken care of and if she has any problems she’ll give me a call back. 3 days later I check my account to see if the money has been placed back in my account and to my surprise it hasn’t. I call the store again. I speak to a different woman this time and she informs me that only the General Manager can issue me a refund. I give her my information and ask her to have him call me when he gets in the next morning. Noon rolls around and I still have not received a phone call. I call and ask for him but am told he is too busy and will have to call me back. I give him another 2 and a half hours to call me back and when he doesn’t I call him. When I finally get to talk to him he tells me that he CANNOT issue me a refund, that the online orders are handled by a third party. (At this point it has been 5 days since I placed my order). The GM tells me that if I do not want to wait on a refund that I can come in and he will “comp” my meal for me. This makes me more mad. He can’t “comp” my meal, I’ve already paid for it. I just want my money back. I decline and say I will wait for my refund. I am told that he needs to call his boss (who is basically the district manager for the McAliater’s in this area) and find out how to go about getting me a refund. A few minutes later I receive a phone call and the GM tells me he has talked to his boss and the “third party” will be issuing the credit to all of those affected by the store being close. I check my account periodically for the next 3-4 days and never see the credit. I call the GM again to inform him that I still have not been refunded (it’s now been a week and a half since I placed an order). He tells me he will call his boss and give me a call back. I wait and do not receive a call back so the next day I give him another call. He has no answers for me. I get his bosses contact information, send him an email and still to this day have not received a phone call or a reply to my email. (I sent this email on 3-5-18, today is 3-17-18). A week ago I decided to call corporate since I was getting no where at the store level, they can’t do anything for me because the store is independently owned. The customer service rep at corporate sent an email to the OWNER of the Republic McAlister’s explaining what has happened and that he needs to get in contact with me. It’s been a week and I still have not received a phone call or an email from the owner. On Monday I will be calling my bank to have the charges reversed. If you have made it this far, thank you for reading. I hope you choose to spend your money else where. Garden Cafe in Republic is a good alternative if you are looking for...

I want to say this right up front the food here everytime I do eat here whether in house to go has never been an issue until recently. If this was any previous visit I'd give this McA's a 5 star rating. This particular to go order was very important because my wife had a medical emergency the night before and was in the hospital's ER via Ambulance(that's another review) So she is the Capt of this ship and if she goes down. I have to step up with cleaning, cooking, getting kids to school ect.... So we put in a Togo order here. Nothing Fancy to the order a turkey melt, kids pizza meal and a couple other things. Sorry I am going off memory. I went to pick up the order and there was a bag in the pickup fairly good sized with my spouses name on it. There wasn't another one. So I grabbed it and headed home. Sorry wah wah wah! There was 33% of the order in the bag. Ok shame on me for not checking in a rush but it was the pushback from the woman that answered the phone who put me on hold to check the kitchen to see if there were any sandwiches leftover. She gets on and says well I'm sorry but we cudnt find any sandwiches that were left. No kidding! So after being advised without saying so just the tone of voice that I was being dishonest really fired me up. The 2 go orders are set on shelves and are not watched in the slightest. Im just speculating but I'm sure someone else enjoyed the other bag with the majority of our dinner in it. She did remake what we told her we didn't get after her comments. So because of the fact that I can't stand it when I drive all the way home from any pick up order and stuff isn't there. Worst part is it happens more often the way you not. Springfield Restaurants and fast food restaurants are the main ones. So check your orders and when you do get all of it and can sit down as a family to eat......feel blessed because their food is very good and a bonus I like how we can get our own teas now. So when we want a half in half we can make it the way we want it. *didn't appreciate the woman who answered the phone *didn't like having to go back and then have to eat in waves. *they need a system to make sure people are taking only their orders. it was hot and ready when we got there a 2nd time +95% of the time In house service is...

As you can see in the pictures, I placed an order tonight at 7:02 PM and pick up was supposed to be at 7:18 PM. I got there at 7:23 PM and the food was not ready, but I could see half of it sitting on the pass-through bar, which had no warmer. I was told it was almost ready. Finally at 7:43 the order was ready. The Baked potato was lukewarm at best, along with my sandwich and probably because they had sat there so long. I ordered my sandwich without red onions and it had red onions. It didn’t have the horseradish and hardly any roast beef. I took a picture of it but why post it, for all anyone knows, I could have just taken some roast beef off, although you can see the red onions in the picture and that there is no horseradish sauce. They didn’t have the chips that I ordered which wasn’t a big deal, but just another thing and I did not get the pickle I ordered, which again for most people I’m sure isn’t a big deal but my daughter loves pickles and was looking forward to eating it. The whole time I was waiting, there were two other ladies waiting, who had got there sometime before I did and my order came out before there’s, so I’m not sure how long they were waiting, but I think they were frustrated as well. Especially, when the two cooks had no sense of urgency and at one point, one of them came up to the front by the register and helped himself to a cup of ice and a drink as at least five of us sat and waited for them to finish making our orders. For the amount of money we spent, this is once again, very disappointing. I don’t like doing a bad review on a local, and I believe family owned restaurant, but this is the second time in a row that our order has been messed up and the first time I had to go back twice. My only hope for spending even more time on this restaurant tonight by doing a review is the owners see this review and realize they have some issues that need to be addressed ASAP. I would want to know if I were them. I know I won’t waste my time going there anymore and before too long, others will...