Carl’s Jr. — Restaurant in Santa Monica

My fiancé and went here at 10:54pm the other night and had one of the worst fast food experiences ever, which is really sad since typically Carl's Jr has some of the best quality fast food around.

Our order took longer than expected because they had to cook my chicken strips fresh, but they made the milkshake first and oddly enough it was already melted when wet got it, but we didn't say anything and just waited. We get our food and I quickly looked in the bag and it appeared everything was there so we headed home down the street. After we get home we notice my fiancé's missing her large fry and I ordered the gold digger chicken sandwich but after taking a bite realized I received the regular hand breaded chicken sandwich instead. By this time her milkshake was completely melted as we headed back to Carl's Jr.

We tell the woman at the window what happened and she asked for our receipt and said to give her the bag of food and that she would remake the order (I also had a half eaten big Carl in the bag). Another woman comes back after some time and hands us the bag back and says sorry about that. So I check the bag and my chicken sandwich was remade correctly and a large fry was added, but I noticed my burger was missing, so I asked her where it was and she said I ate half of it so she wasn't going to remake it. Confused (because the other woman told us she would remake the whole order for us) I asked if I could have it back then, and she was just like holding it in her hand looking at it and was just like "you want this back? Ok sure" or something nonchalant like that. She hands the burger back I ask if she can remake the shake since it was already melted when we first received it, and she told me the machine wasn't working now, everything is melted. I then asked if I could pay for a large criss cut fry so we could at least have something hot and fresh at this point so she took my card and 5min later or so returned with the fries but no receipt. I asked for the receipt then and she went and found the old receipt and gave it to me which I found odd since I asked for the receipt for the criss cut fry. I didn't feel like doing the back and forth anymore so we just left after that.

I hate to leave a review like this, especially since my fiancé and I used to work in the service industry, but this customer service this night was some of the worst I've ever received. Literally any other fast food restaurant when something was wrong with my order and they told me they would remake the order, they remade the entire order, so everything was prepared hot and fresh together, not one thing so everything else is cold except for the one new item they forgot to make.

I hope management sees this and works with their employees on better customer service skills, our cashier (Elia M) was not friendly at all either and was acting like we were the ones in the wrong even though we paid $40+ for a meal that was prepared incorrectly. We will never go to this location again, I'll drive the extra 15 or 20min to another one outside of Santa Monica if I have to, but it won't be for awhile though, which is a shame because Carl's Jr used to be my favorite fast food burger restaurant but I don't know anymore. This whole interaction really left us feeling weird about...

Poor customer service, very very slow came to drive thru waited 1/2 hour in line of some cars. As we get to the speaker to order a female answered n said May I take your order, then she says wait a moment a male person answers and says to hold and that point he said to hold before I gave my order at this point I was so upset waiting 30 minutes in my car. He says please hold, doing best I can. But then get someone else to help out plus other cars behind me and they ordered right away, this is horrible service. Then screen shows $10 n some cents when I get to pay my food it change to $11, we looked at bill and tax was charged why couldn’t this be added to the screen. Then we get our food and we ordered the famous star combo with waffle fries. Well instead he gave us regular fries when he also repeated my order and I was not about to go back in line again, I was very very upset. Went across the street to McDonald’s got our food in 10 minutes. You all need to get more employees or know what they are doing and not customers waiting. At this point McDonald’s and Burger King so far have great service will go there from now on you just...

I just had an incredibly bizarre experience at this Carl's Jr. Everything I ordered was disheveled and below room temperature. The fried zucchini looked and felt old, limp and room temperature. The chicken sandwich was the same. These people were acting strange. Amanda, who took my order slammed the window and ran away. When she returned, 3 min later, I stated everything looks and tastes like it's been pre-made. Old tasting, and not the way i ordered it, however, Amanda charged me for the extra lettuce and added chilies, but wouldn't handle it and got some dirty looking guy to come to the window with a nasty dirty long beard and dirty clothes. They were both extremely unprofessional and the food was way below the standard of Carl's Jr. I stated my issue with the items i ordered, and he just made excuses and didn't offer to make the situation right. I ended up leaving. What they sold me looked and tasted old and mishandled. People like that should not be working in customer service type jobs where they handle food and deal with the public. Completely incompetent, unprofessional. I...