Cook Out — Restaurant in Richmond

Me and my friend went to Cook Out around 10pm on October 22nd as we and her 5 year old daughter wanted milkshakes.

We are in the right lane and as my friend is not from here and has never been to Cook Out before (she’s an out of state EKU student) and she pulls up not knowing she can’t yet because of the left ordering lane.

The male manager stuck his head out of the window and started to yell at us to back up. We could not back up as someone pulled behind us and we stated this AND he seen this himself. He then walks out of the store, walks up to our vehicle in the drive thru, comes to the drivers window and starts SCREAMING at us.

Not only did this startle us but it scared her young daughter and her baby began to cry as there is a GROWN MAN yelling at YOUNG WOMEN with a child in the car at a drive-thru. He then walked up to the drive-thru window and started to BANG on it screaming “I will not serve them”.

We continue to pull up to the window as the car in front of us finally pulled off and asked for a manager as we had no idea he was one. A woman then came to the window and said she is the manager and he is a manager also and since he said that he will not serve us, she will not serve us and slammed the window in our face and continued to talk terrible about us to other employees as we are STILL sitting there and can listen.

I have NEVER been treated like this by employees. Especially over something so small that could not be fixed. We could not back up, we could not pull forward, there was simply nothing we could do. We were not even sitting there for a full 2 minutes before the car in front of us pulled off so we could finally pull up to the window.

I have sent an email online but I do not feel like it will be taken as seriously as it should be.

No grown man should ever come to a young woman’s vehicle and yell, especially with a YOUNG child in the car, a...

I had a long night that had merged into the next day and was driving home, which was 20 minutes away. I stopped at the Richmond, KY location and had the pleasure of Taylor taking my order.

There was an issue with the drive-through speaker cutting out while Taylor was repeating my order back to me...he was patient, repeated himself three times for me, and though there was an issue to hear him -- I could HEAR him smile. When I got to the window, he thanked me for being understanding and polite for the speaker malfunction. While I waited on my food, he was kind enough to chat.

The food came, Taylor thanked me as I did him, then I continued home - again, 20 minutes away. By the time I got in the house and sat down to eat, 30 minutes had passed. My burger was still more than warm! And it was tasty! The fries were still warm and seasoned perfectly.

I called the store to let the manager know about my experience. A young lady answered my call, she was probably prepared to handle an upset customer as most calls to the store from customers ARE complaints. I began with the issue of the speaker, but I quickly informed her of my compliments which you just read. She had been working, you could hear it in her voice and by her breathing(I mean that as a compliment also 😁), and then I heard a happy sigh of relief. It "made my night" to hear about Taylor and that I had a joyful experience.

Good service and food is always expected but does not always come to fruition. This time, expectations were exceeded! Thank you Richmond,...

Staff was terrible. Stood at the register waiting for someone to take our order, while 3 staff members stared back at us from behind the counter eating their own ice cream shakes.

Finally got our orders and food, and had to go back up to ask for ketchup, as there were zero condiments available in the dining room. The girl acted like it was the most tragic moment of her life to have to hand over some ketchup packets. I'm not sure if the people working there need to retrained or if simply replacing them would be the better option. As it happened, there seemed to be an onboarding going on for new employees as we were leaving, so maybe management is already aware of how dismal their service comes off to customers.

To top it off, the food will keep you tethered to the bathroom for the rest of the day. Not just a one-off, as both myself and the person I was with was feeling the ache.

We don't eat Cookout often, but we'll definitely be sure to steer clear of this particular location in the future. Sneering staff and a touch of food poisoning isn't exactly the advertisement most...