Jack's Family Restaurant — Restaurant in Summerville

I placed an order online on website Friday July, 1st 2022. When I arrived to pick up order at drive thru I was told they were closed because of a water line being broke with the city. I explained I had ordered online and my card had already been charged. The store associate told me I could either come back another day for my food or get a refund. Told her I wanted a refund and I was told to try and get on app and do it and if I couldn’t figure it out on my own to call it come back and someone would help me. Told her I did NOT use app but she insisted to try myself and come back if I could not figure it out. Three days later still no refund so I called the store today, July 4th 2022 and was told I could come get food another day and I told her I wanted a refund. I was told it had to be same day for a refund. Per store policy for CANCELLATION of a regular order you must call 15 minutes prior to scheduled pickup for a refund. I DID NOT CANCEL THE ORDER! THE STORE ASSOCIATE SHOULD HAVE ISSUED A REFUND WHEN I WAS THERE! This is not the first time I’ve ever had issues with this restaurant at the Summerville location. Fro order being wrong many times to food quality is not what it used to be and very rude drive thru employees. I had ordered there one time at restaurant drive thru (a big order too as I feed a lot of people) and when I got home the order was completely wrong. I ordered about $35 of food to feed 5 people and they gave me enough to feed 2. I called the restaurant and was told they couldn’t do anything because they were about to close. I expressed to the restaurant associate that was not acceptable and she understood and I had to go back to Summerville and my order was made right. I am done with...

Update** downgrading my review by quite alot due to the new style of customer service offered here. I am generally easy to deal with because I have worked in food service and understand what it is like to deal with rude customers. You are no longer greeted with friendly, helpful service but rude employees and poor service. Now when you go through the drive thru you are literally told to hurry because they are graded on how fast they get you out of there not the quality of customer service and satisfaction. I have been told multiple times basically "hey hurry up and order because we are graded on how fast we serve you". And this is not even expressed in a kind way more of like that they are glad they do not have to be friendly employees because they aren't graded on attitude. This past Saturday we went and tried to order a 2pc. chicken meal, thats all, and mind you this was at 9pm and they close at 11pm, the welcome was terrible "welcome to Jacks" is all I got with a what do you want type attitude, and the guy was like sorry we only have 4 wings and it would be a 20 minute wait for 2 pieces of chicken!! 4 wings is all a chicken restaurant had to offer, they weren't busy and no one was in line or inside. I politely said nevermind and pulled around to leave to see some random person, not an employee leaned up in the window carrying on a conversation with someone inside. This is not the first time I have been rushed due to your new grading system and I know several others who have experienced the same service. Jacks seriously better wise up and get back to caring about customer service before they do not have any customers at all. Definitely will not be back...

I really like the food here, but the service and the staff are starting to really push me away. I eat here at least 3 times a week and every time I go, no matter the time of day or night, they are always out of shakes, cups, etc. They tell you to pull up and wait and nobody else is in line. Tonight I asked them why they requested me to pull up when it was very clear nobody was behind me. They proceed to tell me it was because they had a timer to go by and so it was a must do. This means they are cheating the system by asking customers to pull up so there drive thru times look better. This is so misrepresented and I think someone in upper management needs to address this. How do they never have supplies or inventory? How do they actually order there inventory? Is the district manager in this area involved? I question this because I am a district manager for another retail chain and this is the poorest representation of good customer service I've ever seen. I wonder if I asked Jack's to contact me to discuss if they even would? Food for thought. I'd be more than glad to give these employees some advice or training on how to order for...