Schlotzsky's — Restaurant in Sugar Land

Very bad, horrible customer service in this location. Very rude store manager.

I gave my order on the phone. After checking the store location with the store employee on the phone, I said " I want to order three pizzas, two vegetarian and one cheese pizza. The employee repeated my order as "three veggies and one cheese". I said yes and repeated my full order, using the word pizza. He asked the size. I told large pizza. Then he noted my name.

Ten minutes later, I went to pick up my order and to pay. They said, they prepared three large sandwiches, not pizzas. I said I didn't order sandwiches. They insisted that they used the word sandwich on the phone. I never heard the word "sandwich". I was surprised that how they understood the word "pizza" as "sandwich". I said I will not take the sandwiches. They asked me if I want to order again and wait 10 more minutes. I said OK. Few minutes later, store manger came and asked if I'm going to pay for the sandwiches. He said that he is definitely sure his employee used the word sandwich. He blamed me for the wrong order. He insisted that I should pay for the sandwiches and pizzas. I said I will not pay for the sandwiches and I would pay for the pizzas only. He said they will not make pizzas for me and told "GO WALK AWAY".

It was horrible. The store manager was extremely rude.

For thirteen years, I have been a Schlotzsky's customer and visited many locations. I started to use the Sugar Land location after I moved to the area recently. I never experienced any problem over these years, not in online orders or in store orders. However, employees in this location are very bad. They have serious communication problems and...

While I usually frequent the location on University Blvd., I recently dropped in, and it appeared that the location had lost power and was not open. I quickly opened up my Google Maps to locate a closer store and discovered the store located in the First Colony Commons. And, I have to say, I’m quite glad I did.

I have frequented the University Blvd. for quite a while, but must honestly say that the quality of the food has steadily gone down in the past several months.

I was first introduced to the brand way back in the ‘70s in the Austin/San Marcos area when I was quite young. I guess you could say I was hooked from a very young age. I even frequented the chains NYC location on 6th Ave/Ave. of The Americas when they attempted to break into the very tough NYC sandwich market. (As much as I love Schlotzsky’s, it’s kinda hard to beat a real pastrami on rye from Katz’s or Carnegie Deli. Anyway, I digress.

To get to my point, while I ate at the University Blvd. location, I’m glad that fate intervened that day and brought me to the First Commons location. While it might be what I’d consider “NY table seating” (a little cramped for my comfort, it’s all made up in the far fresher food, impeccable cleanliness, friendliness of the staff and the quick expediting of the food.

All in all, kudos to ALL management, from those who run each shift to the GM as well as the DM.

You’ve still got a customer for life. (Now if only you could break back into the...

I always have a good Experience here. However, there was a young man taking the orders, he seemed to be confused (new hire?) he didn't greet the customers and there was a bit of confusion at the front. I actually train and coach students for their very 1st job, So I understand! I'm just making this point. "Multi-Tasking" can be abuse to most children and I don't recommend it. I teach them to do one thing at a time!" I stood patiently for literally 10 minutes for him to put a Cinnabon in a contaner for me, and I had already paid. Seems he was trying to get the line down, therfore he continued to take customers orders 1st. That's what created the combustion at the counter. I would suggest in the future, (maybe) if customers are only ordering cinnabon's, to go ahead and get those customers taken care of, then take the next customer in line. He apologized so perhaps he had forgotten about me. Long lines of people can be very intimidating to anyone especially our young people who have never worked before. So please be patient with them. (I wish the young man well as he enters the workforce.) But other than that minor issue I've always had a great experience there and the food is...