Schlotzsky's — Restaurant in Topeka

I ordered a pick-up order online roughly 2 weeks ago to provide food for the COVID testing staff near the Topeka Library. I was surprised to see the projected time for pick up of a small order of 2 meal sandwiches was 10 minutes later. I headed over to pick the order up with my kids. All businesses are struggling with labor shortages so I wasn't surprised to see signs outside the restaurant "now hiring". I realized the parking lot was quite full and upon entering the restaurant, it appeared that all customers where standing around with a drink and bag of chips but awaiting their sandwiches. The staff seemed to "goofing off" when one finally acknowledge me to ask if my order was ready. The associate said it would be at least another 45 minutes before my order would be made. I asked if I could cancel the order for a refund since the order hadn't even been started. He said he would take care of it and if there were issues in canceling the order, he would contact me later that afternoon. I didn't receive a call so I figured in a few business days, the pending transaction would be dropped or a refund would be issued. Neither occurred so I've spoken with 2 employees since they about my refund with the order number and told it would be refunded. It still hasn't been refunded. Thankful that I can dispute the charge with my credit card. I will not be back to Schlotzky's and will pass along my negative experience to anyone I know. I get the short staffing but make the wait time online reasonably up to date or refund your patron's order...

Food: pretty good. Price: egregiously high for what you get. Service: absolutely unacceptable. The workers take forever to make food, they treat customers like dirt, and they cuss frequently in earshot of customers, including children. The managers don't solve any problems when they're reported. Everyone has an attitude. I emailed corporate about a horrible experience I had with my family recently, and all I got was a sad attempt to dismiss my concerns from Chris Artzer, who is supposedly the director of operations. The workers violated fire code by locking us in, they cussed within earshot of us, including my daughter, they hurried us along and couldn't or wouldn't answer questions about the menu, and several other issues I won't itemize here, and he only addressed a few of my concerns by dismissively saying "we'll discuss this in a meeting." I never got a follow-up, and when I asked for one, he just reiterated that he discussed the issues in a meeting. What does that mean? Was anything actually addressed? Was anyone reprimanded for their unacceptable behavior? Was anyone willing to apologize? Were any changes made? If you don't have problems here, great, but when you do (it's a question of when, not if), don't expect anyone to...

EDIT: Things have changed!! Now when I go in to get a pick-up order, it is always ready. No clue if management changed or if they hired more workers, but for the last 3-4 months, things have been SO MUCH BETTER. Original review still posted below…

So slow.

I’ve been to this location a handful of times and used the app to order ahead - generally at least ten minutes ahead of arriving. One would think 10 minutes would be long enough ahead to be able to walk in and pick up my order - however, the last two times the wait has been so long (an extra 10-15 minutes!) it has made me incredulous. I’m currently sitting in the restaurant staring at TEN different parties looking at the pick-up desk in exasperation - all of them were sitting here waiting when I walked in 5 minutes ago and only one person has received any order since I came in. I have no idea how this place can move so slowly.

Last time, I waited for a long time and then realized when I got back to my office that they had messed up my order on top of it all.

Edit: i ordered 37 minutes ago. Food still not out

Avoid this place if you are in any...