Johnny Rockets — Restaurant in San Antonio

I purchased a coupon book named Entertainment to visit restaurants I have never tried before like this one. Our visit was on 7/10/19 between 4:24 - 5:15 PM we sat at mall entrance in front of what would be a greeting station and was not greeted. I walked in trying to see the food to get an idea of what was being served that is when I met the supervisor (Roman) that assured the food was good and said he would send someone out to help us. Someone did come out to say hello but never came back to take our order. I get the supervisors attention and explained I wanted to use these coupons and he said he would take care of it and took our order. When the drinks didn't come I decide to move us inside to hopefully get more attention and I did tell the supervisor we came in to get the full experience. When the supervisor brought the drinks I said this is our first visit to this Johnny Rockets and he replied this was his first day too in a sarcastic way. While waiting for our food we couldn't help but notice Roman the supervisor that is helping us is eating at the counter, helping pass out plates to customers, collecting money at register while chewing on his food then back to eating his lunch then comes with our plates all without washing his hands. We had eaten then walked up to register to pay that is when Roman the supervisor asked how was everything so I replied with the truth. My burger was dry and distasteful the hot dog was dry wiener cut in half, my wife did like the Philly cheese steak and the onion ring were good. I mentioned how I noticed he was eating on the counter, serving food and taking money at register at the same time and never washing his hands, his response was I didn't know I was being observed and it's not against the law I said it's against the health department law. That is when he said I am having a problem entering my coupon discount and I would now have to pay full price for everything I said no you said you would honor them they have your company name and address on them. When he did not want to correct the ticket I asked for the district managers number several times and he gave me the name of the restaurant GM I said call her because I am not paying full price when you already said you would honor he repeated this is the only number we have for her my wife called and it was routed strait back to store phone. I said I would pay the district manager tomorrow if he did not want to correct it and that is when he said he would call security for refusal to pay so I called the San Antonio Police Department and explained the situation and asked that an officer come over as I was talking to dispatch I had the phone on speaker phone and the dispatcher asked who was arguing with me and Roman spoke up and claimed he was the busboy that is when dispatch said an officer is on the way. Roman said he now corrected the ticket and for me to pay I said no I am waiting for the police he said why they are not going to do anything to me! I said so they could see how you are acting. He then thanked me for causing a seen at his restaurant I said you took something so simple and blew it all up when you took it personal. While waiting for the police to show up Roman went out to smoke a cigarette and came in with police again not washing his hands as he approached to use the register. The police greeted themselves and I explained the situation, the officer asked if the ticket was correct now I said yes but only after I called the police department. I see all the reviews and most have replies from owner that starts with "We are very surprised to hear this" this looks like it has been an ongoing thing at your business so you should't be surprised anymore. I have also talked to GM the next day and she offered 2 hot dogs to re experience the true Johnny Rockets with a better experience. This place needs lots of training on what is customer service and help with what not to do when handling food which is why I have contacted the SA Health Department about this situation. Conversation between Roman, police and myself...

Initially I was pretty disappointed when my granddaughter chose this restaurant for supper when we visited the Riverwalk area of San Antonio. Being 11 she had a couple priorities....get to the mall being her first. Soooooo-after shopping she determined she was near starvation and wanted a burger, fries and shake pronto! It took me s minute to connect the dots but I realized she meant Johnny Rockets as their sign above the place stated exactly that in Bold letters! BURGERS-FRIES-SHAKES!!! So -I was kind of surprised as I don't remember this being in the River Center Mall the last time I was here. It's the great Rockin' 50's Style Cafe that I've seen at a couple large amusement parks and some cruise ships. I'd never eaten there before- We were seated immediately-and our server arrived within a minute. Roman was awesome-evidently he has experience with the moodiness of 11-year-old girls. He requested our drink order and I advised that my granddaughter wanted a milkshake, she promptly informed him that she would like a Sprite-And instead of choosing a diet soda I decided I would enjoy a root beer. Roman returned within minutes with our drink order. Another gentleman stepped over and open the straw container so we could easily grab straws. The customer service here was truly exceptional. Everybody was working diligently to keep the customers happy. Roman asked if we were ready to order our meal and we proceeded. ( oh and by the way..the first words out of Roman's mouth were "they were out of burgers"---he must've seen the big G on my forehead!") so after admitting that was a joke... McKenna ordered Classic Hamburger sans the normal toppings requesting catsup and bun only and an order of French Fries, I ordered the Smoke House which was a burger that had thick cut Applewood smoked bacon, crispy sourdough onion rings, Wisconsin Cheddar cheese & a special recipe Smoke House BBQ Ranch. I also ordered Tater Tots. He returned a few minutes later with the tray held high announcing our meatloaf and green beans had arrived, I looked at him and said oh it must be for the table next-door and he acknowledged appreciation that I obviously I had caught on and delivered our burgers as ordered. I loved the lighthearted, joking spirit along with the excellent customer service!!! It really made the experience but I must also share that my burger was really delicious. The combination of ingredients in the smokehouse tasted really good. The tater tot's were, well tater tot's. They were fried to perfection without being greasy. Granddaughter's burger was as ordered and she was very happy munching on it and her fries remarking how good it all was. beverages, burgers, and sides set me back a little over $30 with tax. I would say that's a pretty average cost for a solid burger . Johnny Rockets service and food has turned me into a fan and I look forward to being...

Worst customer service I've encountered. I will never go there again. Too many teenagers that don't care about customer service. First our waitress Gina starts off with the wrong drink order and takes her time to fix it. I ordered the the original burger and asked to ADD American cheese. Burger comes out with the buns, patty, and cheese. I advise Gina and instead of saying I'm sorry let me take care of that, she proceeds to try and "correct" me, mind you I'm a grown 38 year old woman and she couldn't be older than 16. I've been ordering my burgers the same since before she was born. Not once did I say plain with cheese. So she tries to argue with me so I just cut her off and asked her to fix it. 15 mins pass and my family is eating slowly so we can eat together and still my burger is MIA as well as miss Gina. I find another waitress and advise her and she says she will place the order. 10 mins later still no burger but lo and behold miss Gina decides to make an appearance with lettuce and tomato on a trey and says "oh you finished your burger?" I say are you joking around? I haven't gotten my food child. So irritated at this point I ask for the manager. Not sure if she told the actual manager but 5 mins pass and get up and go to the counter and ask for the manager when Christopher Dominguez comes out and says he's the "supervisor" right now. Kid is probably around 19 so I try to explain to him the situation and instead of correcting the situation and apologizing, he says that I'm the liar and that he heard me from a distance with all the loud music and talking. So this of course infuriates me and escalates the situation. I tell him to give me corporate number which he happily does because this generation of children feel entitled. I have no clue who dubbed a child as a supervisor, but they really need to take into consideration that age and maturity play a big role in supervising along with experience. Finally the real manager on duty Leticia comes out and defuses the situation as does a good manager so thank you Leticia for your customer service.

I understand kids need a starting point, but if they don't care and understand that they are the ambassador for your establishment, then they don't need to be working there. Horrible experience. The only reason they are still open is because they are in a...