Rally's — Restaurant in Suffolk

I have never witnessed such a poor demonstration of fast food in my life! My husband and I traveled from Newport News from Christmas shopping (approximately 40 minute drive) to eat at this restaurant. Upon arrival at 10:27pm, the traffic on drive thru was moderate, and it took approximately 5 minutes to reach the speaker. I immediately observed dysfunction as other cars had been pulled forward, waiting on food. We ordered a Champ meal and Fish meal, and we were also pulled as the fish was cooking fresh. Prior to being pulled, the lady in drive thru gave me an unfamiliar order. I noticed that there was “white stuff” on my fries. I confronted her about it and asked what was the “white stuff”. She replied, it’s powder from your funnel cake fries! I said “ma’am, I didn’t order powder on my fries”. She immediately apologized as she realized she gave me the wrong order. She asked for the order back, and I rolled the bag up and gave it to her. I immediately thought to myself, I know she’s going to discard that bag because I literally had my fingers in the fries. So I proceeded to move forward as she requested so that my fish sandwich could cook. I watched from my rear view mirror and observed the young lady distribute the same bag that I rolled up and hand it to the car behind me. I was so disgusted, but we continued to wait until I realized it was 10:58pm. I could not believe 30 minutes went by and no one brought our order. I proceeded to walk into the store and was greeted by the drive thru expeditor/manager . He instantly apologized and explained that he messed up. He claimed that our order was prepared and he distributed it to the wrong customer. He didn’t realize until the customer allegedly came back to the store with our meals. He offered to recook the food, but I declined and requested a refund. He explained that he submitted the refund back to my debit card, and I asked for the refund receipt. He provided the receipt and realized that he refunded someone else order. I immediately brought it to his attention, and he replied, “I just gave someone else a free meal”. I also encountered the general manager, and she explained the refund policy to me. I left the store with no food, hungry, exhausted,...

The driver thru order microphone system wasn’t working, not a big deal in itself, but put a sign out front so people know they’re about to be trapped in line for who knows how long.

When I get to the window the kid looks at me and doesn’t say a word. So I say I guess you’re taking orders here? I could barely understand him but he finally confirmed that yes he’s taking orders there. So I order and he hands me my drink and I say, oh, what size it that big cup? He says large. I say, I ordered large, and he straight tells me “no you didn’t” you only ordered large fries. So I recap the order for him and he just replies with, please pull forward.

After reading other reviews I am not surprised at my experience and will not be returning to this store again. Extremely unprofessional and it appears management knows and still does nothing about it, which makes them more to blame than the people working there. STAY AWAY FROM...

The incompetent people that work here from management to the employees that they are over is a disgrace to being human. The food is always cold and getting your order is slow. They are very unprofessional. The language that some of them use. Profanity should not be allowed. That is common sense to act accordingly. Where did these people come from. I know there is a hiring process. They should be well goomed use proper etiquette and behave well in and out of the presence of customers while on the job. I hope the owner fixes many of the issues soon. Hire a new staff. Or redirect the employees quick. This place sucks because of the rude, immature, incompetent, lack of direction employees. The culture is not at this place. The one in Portsmouth is overall 5 stars compared to...