Schlotzsky's — Restaurant in Texas

Our experience was unsettling from the onset. I raved to my daughter about this sandwich that I hadn't had in a while. She'd never been period, and I'd never been to this location. I now wish I had read the reviews. We pulled up to the drive-thru and was asked for our order. We asked for a moment as my daughter had never seen the menu. When ready to order, my daughter says "hello". The response was "go ahead". She orders a #7 medium. I say that I just want the sandwich. When my daughter relays this, the person says, "what else"? Not ok or I understand, just "what else"? My daughter orders the 4 cheese pizza and says that's all. She's told the total. We drive around to the window to pay only to have to sit and wait between 3-5 minutes for someone to open the window to take the payment. We get the food and leave. Once home, I opened the sandwich which looks amazing, and I'm so excited about it because I hadn't had it in a while. The sandwich was cut in half, so I cut one ¹/² in half and give it to my daughter. I bite into the other half to find a napkin perfectly placed within my half of the sandwich. I'm speechless at this point and so disappointed. I contact the location and ask to speak to the manager. When she comes on the line, I explain what I found. Her response was, "We don't use paper towels in the kitchen". I asked her if she understood what I was saying, and she confirmed that she did. Her response felt so final as if she was already done with the situation. I repeated what I found as I'm refusing to believe that this wasn't serious enough to her and asked if I needed to speak to someone else. She then gave me a phone number to send photos to. I sent the photos; attaching them with this complaint, and asked her to stay on the line while she looked at them. She then says again, "We don't use paper towels in the kitchen". I lose my patience at this point and asked how she was going to fix this. She tells me that they can remake the sandwich or give me a refund. I say, "I'm on my way". I had to get to work within the hour, but there was no way I could just let this go. She was not apologetic at all. More like accusatory. If she had said, "I'm so sorry. I don't know how that happened. We'd be glad to make you another one or refund you the money" that would have been better. I advised her about our initial encounter at the drive-thru, only to be told that she was the one who took our order. It made sense. She then went on to say she didn't remember charging us for the sandwich. I said that we spent $22.71 on what then? This was all over the phone. She was so rude. We go back to the location for the refund. She looks at the sandwich and says what she said over the phone 3 more times, "Yeah, we don't use paper towels in the kitchen". I'm over it at this point. You have me drive here after saying my options only to not want to give me the refund which is all I continue to say at this point. I added that apparently I had nothing better to do then waste my time and gas, knowing I had to be at work in 45 minutes, to come back and lie for $10 to which she responded, "I don't know why you would do this for $10. I flipped the bag over that the sandwich came out of to show her that those napkins matched the one on the sandwich. She then stated that I must have taken the napkin they gave me and put it on the sandwich. I have managed many people, and thought I've seen the worst in customer service.. until yesterday. I said refund at least 5 times before she moved to do so. She left and came back with the receipt. I took it and had to wait for them to let us out because apparently the dining area closed at 4pm. She unlocked the door, and as if to add insult to injury says, "Please don't do this again". I was livid and let her know that I would be reporting her which I did. I've already received the generic "we've spoken to the team and hope you come back soon". I'll pass. At least at Subway, I can watch them make...

What a change in the last 2 years! 2 years ago, I gave this location a 5-star review. Today I am only giving it a 2-star review because I still love the food. My experience with one staff member was beyond unpleasant. I don't have a problem with people from other countries until it affects not understanding the questions that a customer's asking. The first time I called, I was asking if there were combo deals (they weren't showing in the "order online" section from my Google search). I then asked, "since I was already on the phone with her, could I go ahead and just place my order with her?" Her response was that "I could just place it and drive through when I got there". If I wanted to just place my order in drive-thru when I got there, I would have done that in the first place. Being irritated at this point, I sarcastically said, " don't worry about it, I'll just order online".…while thinking, I guess it's too much trouble for you to order on the phone. Once again, I scrolled through the menu online and it still did not have combos available. I called the store again and started the conversation with, "I'd like to place an order". I was able to place my order with no problem this time. When I arrived to pick up my order, I parked the car and went to the door to see a sign that said, "Sorry, dining room closed. We are short staffed. Drive through only. Thanks for your support." Back to the car and now I have to go through the drive-thru line. I was given my food and charged. We started talking about the online ordering. She corrected me that it was available online, showing me how she used the app to find it.When I called and said there was a problem finding it online, why didn't she ask if I was using the app or a different online menu? (BTW, it is not available in the menu listed from the Google search. The meal deals listed there are all two sandwiches and every one of them says "not available".) So, then I brought up the phone conversation, asking how come she didn't mention that the dining room was closed and that I would have to go through drive-thru? Her response, "people fail to come in and pick up their phone in orders all the time, like everyday." What does that have to do with me?!?! Maybe they should take credit card information for phone-in orders. Not once in the entire conversation did she say, I'm so sorry or seem apologetic in any way... even after I mentioned it. It's a real shame because I've always loved this company. Guess I'll try the Mason/290...

Okay so this was literally my first time revisiting this location on like 3 years. I had my mind set on cinnabon. So b I go and purchase 3 I spent like 13 bucks and some change. The young lady was really rude and dry. I asked for like 2 specific cinnamon buns bc they looked better then the other cinnabons that were enclosed, so she looked at me weird, so I was like are there certain ones you have to give out and she said no I said well give me the ones on the end. So she boxes my 3 buns and there are 2 customers behind me. Instead of her placing my buns in the bag and giving them to me, she waits on them for their whole order taking her time then once she finished with those customers. She bags mine and then gives me mine. And I'm like okay so I just said thank you and walked out. So when I get home to actually enjoy these cinnamon buns, they were disgusting, the cinnamon part was literally equivalent to "snot" and I threw it away they were not good at all. I was like well dang I thought maybe even though her attitude was very rude, at least I can enjoy what I payed for. That was a negative. So I don't know what her issue was, why she decided to be that way with me, but that is unnecessary and unprofessional at the least, and they won't have to worry about me returning to purchase a sandwich or a sweet treat from them ever again!!! Have a...