McAlister's Deli — Restaurant in Southlake

Today I placed an order online so I could run by and pick it up on my lunch break. We ordered 2 sandwiches and 2 drinks, not a complicated order by any means. This was right as the store opened so only one or two other people inside. They must have had a large catering order because they were very busy bagging to-go orders. After letting them know we had ordered ahead, we sat down and watched as two other people walked in, ordered at the counter, got their pager and sat down. After several minutes, we then saw both tables get their order and still we sat. After 40 mins of waiting (an hour after placing the order) and the SIXTH time being asked for the name on our order (even after showing them the print out of the full order, with pictures), I asked for a manager.

The manager walked out and crossed his arms in front of me. I told him we had been waiting for a long time and people with walk-in orders were getting food ahead of us and tried to explain he needed to expedite orders in a more logical way. For example, don't spend 30-40 mins working on orders for people who are not here yet when you can quickly put together an order for the customer right in front of you. It didn't make sense to work on a large catering order that isn't being picked up yet ahead of a little two sandwich order.

I got "uh-huh, yeah, uh-huh. We are working as fast as we can, we just make the orders in the order they come in." He didn't listen to one word I said. I quickly realized from his dead pan stare, I would not get through, logic failed this one. So we finally got our order and left.

We both had to get back to work, when we did get our sandwiches out, the bread was horribly stale and the lettuce wilted. I couldn't have had a worse experience if I tried.

I've written several reviews and am very quick to hand out stars. Customer service jobs are very difficult and demanding and I try to be understanding. This case was different. I don't think I was being unreasonable and felt dismissed and treated like I was being ridiculous for not wanting to wait an hour for two sandwiches.... These were cold sandwiches by the way, cranberry club, nothing special. And in the end got crummy food.

I will never be back to this location and most likely will write off the whole chain, this is not the first...

Ordered online with curbside pickup. Tapped that I was there and waited and waited but no one came out with my food. Went inside and asked what taking so long. They asked my name and my food was sitting on the counter. Now it’s cold since I waited 8 minutes before I went in. I told them I’ve been waiting. Then the manager who was eating, jumped up and asked me if I pressed the button on the app. Yes I did and it took me to another page. Saying there finalizing my order and will be out shortly. Then she said oh my tablet didn’t tell them I was there. NOT MY PROBLEM. Common sense should tell you that if you see a car pull up in the “curb-side” spot, and your “tablet” doesn’t alert you, you would think that you would go out and find out their name or if they placed an order. Look at the orders placed that evening,just one customer in the building. I’m so upset because I’m sick, and I didn’t want to get anyone sick so I ordered curbside, which didn’t make a difference since I had to go in and get my order. Drove over 15 mins to get something comforting only to have to wait then end up warming up our food when I got home. So disappointing. Wish they didn’t close down the Colleyville location because the workers and even the managers were very good at walking around to make sure everyone was doing good and their order was good. Not going to this location again. I know why this restaurant was empty. Too bad I can’t give a “no star” rating cause it would be no stars for...

Stopped in one night right before closing. Instead of getting the kind of experience most of us have come to expect which is either being rushed, and practically pushed out the door, or a cold shoulder from the employees inside ignoring customers because they decided to close early. The gentleman behind the counter taking our order was anything but cold to us. He found out that I liked to cook and ran a food truck and he started recommending sandwiches but with a little twist here and there subtracting some ingredients while adding others that normally wouldn't come on these sandwiches. Being someone who isn't a big sandwich person when I do order one I want something different. Something that makes you set the sandwich down after the first bite because you know you ordered a sandwich but whatever you just set down was anything but you're normal B O L O G N A. So after talking for a few minutes I just looked at him and said I want 2 halfs of whatever you put together. I was not disappointed. These sandwiches had all of those key things I look for when ordering something that has the potential to put a new twist on an old favorite. I won't tell you what I ended up getting because I think people would enjoy that same feeling and experience this gentleman showed us in what was probably a 15 minute in and out to go order. We'll...