Fadi’s Mediterranean Grill - Sugar Land — Restaurant in Sugar Land

We decided to try Fadi’s for the first time this Labor Day weekend after hearing so many good things. Sadly, our experience was extremely disappointing.

I placed an order on Saturday 30th August at 3:00pm for pickup at 7:00pm. My father arrived at 7:15pm, but the food wasn’t ready until 7:30pm. When we finally ate, the beef kabobs had a very strong odor and the chicken kabobs were hard. We couldn’t enjoy our meal at all. The entire experience was ruined.

The next day, I called and spoke with Alexis, who transferred me to Shane, the General Manager. I asked for a refund, but he insisted on store credit. I reluctantly agreed, until I realized he never even asked what my order was or how much I had paid. When I called back, Alexis told me Shane had left credit for 1 chicken kabob and 1 lamb kabob (around $20) — but I never even ordered lamb! That clearly showed he wasn’t paying attention.

After more back and forth, I was told a refund would be issued. No one called me back. When I followed up, Shane dismissed Alexis’ promise, repeated that only store credit would be given, and finally told me to come in on Wednesday with my card. When I did, he only refunded me $37.38 out of the $51.94 I paid, claiming it was just for the kabobs.

This experience was frustrating on every level: Food was late. Food quality was poor. The General Manager mishandled the situation, not even knowing what I ordered. I was promised a refund, only to receive a partial one.

Mr. Fadi, if you’re reading this — I sincerely hope you review how your restaurant is being managed. The lack of accountability and poor customer service I experienced under Mr. Shane’s management reflects very poorly...

The management on duty could use a refresher training course. When we came in today they told us at first they didn't have spaghetti for the kids. So we got lasagna instead. Then at the check out, they told us its not on the kids menu, to which we said you do not have spaghetti per the person at the first order screen. We were told, that they do. So we ordered one of our kids spaghetti and kept the other plate since we had it prepared. After 30+ minutes, we asked about our kids food, and were told they would check (#75). My whole family of five had completed their meals at this point, with the exception of my daughter. Nothing ever came up after 10 to 15 minutes, so I asked the person behind the counter (seemed to be the manager on duty), and was told they would get it out. They went back and asked others about the food, to which there was a but of hands in the air and pointing around. Again we waited another 15 plus minutes and nothing. I had no more time to just sit and wait around while they decided if they even had it to serve. So i returned to the cashier with our number, to which they again went asking around. Sorry, my time was up and you can keep the $10. I visit your place often for business lunches, as well as with my family (my son has celiac disease and you offer a selection of gluten free menu items - thank you!). Hopefully this poses an opportunity for your team to improve your customer skills and the overall experience at your...

In my experience, this restaurant is running a scam with online orders. Please beware. They refused to issue me a refund when they failed to give me an item. I ordered a family meal and junior meal to-go directly on the Fadi’s website. Upon arriving home with my order, I realized the junior meal was missing. This wasn’t a huge deal, mistakes happen, I wasn’t even upset until I spoke to the restaurant. I live 20 minutes away from the restaurant so I called, explained an item was missing and requested a refund. After waiting on hold, the manager said he could refund me in 15 days. Yes, FIFTEEN days! He explained the card payment takes about 2-3 days to clear then the restaurant has to actually receive the money from the third party service that processes their payments. Once they confirm they received the cash in their bank account, they can issue my 8 dollar refund. WHAT?! That’s outrageous. The restaurant received my payment when my credit card was approved. Why else would they let me leave with food? The timeframe in which the restaurant receives the money from its third party processor is between the restaurant and that third party, not the customer. So they kept my money and my food. What a scam. Now I have to dispute the charge on my credit card which the manager was very snarky and told me I couldn’t do either because I had received a partial order. Clearly the manager doesn’t understand how chargebacks or...