Fazoli's — Restaurant in Troy

Visited this location on 1/15/20 about 3:45pm. The wife and I both got the $5.55 lunch special that runs till 4pm. The food came quickly which was good. The unlimited bread sticks not so much. They gave each of us 2 at first. Two were fresh and two were "croutons"! We are then anyway. When they bright us the food I asked if they would be coming around soon to deliver anymore. The worker that brought the food said that one if the other ladies working, as he pointed up front, would be around. If not just come up and ask. We finished the bread sticks quite handily but after just a few minutes there was nobody serving additional bread sticks to the 5 or 6 tables in my area. There were at least 4 people behind the counter and not one took any initiative to being them round. I finally got up and they gave me an additional 4 after asking. Again a few more minutes went by and still nobody out serving bread sticks to the other guests. Seems like we didn't matter and the attitude is 'you just come get them yourself!". I've been to a few Fazoli's between Lima and Dayton and this store seemed to be the worst experience I've had. The wife got double spaghetti and I got meat lasagna and a Cesar salad. My lasagna portion was extremely small compared to other store experiences. It was fresh as well as my wife's spaghetti. Overall the main courses were good flavored but mine was very small. Biggest concern here is customer service or the sense of urgency or better to say lack of urgency to keep customers happy. I saw the manager there a few times as she passed us by and not even a word like how's your meal, or would you like some more bread sticks, etc....I think this location needs some help or some performance accountability training by the owner.

2/2/20- We visited again today at lunch. We used the coupon provided by Fazolis for our poor experience. This visit was better. All new people or at least people we didn't recognize. The young man at the register was very nice and did a fine job helping us. He wasn't aware how to redeem the coupon but a tall, slender blonde hair manager helped him and he finished the transaction. The food portion was much better this time and was very speedy. There is still just one issue and that it seems to be manpower. We still had to ask for extra bread sticks and none of the workers at this time went around to ask folks if they wanted more. My opinion is they need more training. It appears two manager are here but neither seem to be cognizant of customers. The bread sticks are delicious and you just can't get enough. I would raise my rating one more based on the food quality but either the lack of customer service or the stingyness of giving out extra bread sticks keeps me from doing so. It's better this time but they still need some improvement. Thanks for the coupon. We will...

I love how the receipt says it wants feedback but then after you get done filling out the survey it conveniently says that an error occurred. So, I guess I'll do this here on Google.

On 06/09/2021 at 4:19:03 PM, my wife ordered 2 Fettuccine Alfredo's through the drive thru. We had a 75 point reward on our app for a free Fettuccine Alfredo. When we got up to the window, we were told that the reward wasn't working. The guy at the window took one Fettuccine off of our bill anyways, which was nice of him. When we were charged $9.49 though, I knew there was a problem so I looked at the receipt. We had been charged for Fettuccine Alfredo w/ Chicken. I pointed this out to the guy at the window and said that may be why the reward wasn't working because it was for a Fettuccine Alfredo and not a Fettuccine Alfredo with Chicken. That's when my wife and I heard a voice (Jayla T according to our receipt) coming from behind him that was instantly angry claiming that my wife said chicken at the drive-thru speaker. This of course was 100% false, as my wife and I have NEVER ordered chicken in our Alfredo because we both think it's disgusting with chicken in it. Then Jayla proceeds to continue her ranting by saying that we should be happy because it got comped anyways. Jayla, the issue wasn't whether or not we got one order for free, the issue was that we don't like CHICKEN in our Fettuccine Alfredo. And rather than admitting that you misheard and mistakenly selecting Chicken Alfredo on the register, you instead chose to insult our intelligence and run your mouth where you thought we couldn't hear you, while the poor guy at the window stood there and looked shell shocked. To the owner/manager: Please teach Jayla T better customer service skills, like the guy at the window (I apologize for not knowing his name but he had curly hair and black finger nail polish). At least he was being polite and accommodating. I realize losing our business won't come anywhere close to affecting your bottom line, but if this kind of thing happens enough times, to enough customers, it could. Thank you...

Waited almost 20 hours for my food!!!! Placed my order online and paid for my order at that time. Confirmation email said it would be ready at 8:35pm. Got to restaurant and a note said dining in was closed but drive thru open. Pulled around to drive thru and waited for car in front of me. Waited a few minutes for someone to speak on intercom. No one. Went around to drive thru window ans saw someone hand food to the car in front of me. I then pulled up. Saw someone mopping floor. Honked my horn. Tbey ignored me! Honked several times and was still ignored! Finally got out and started knocking on window. No answer. Opened window and started YELLING!!. Finally someone came to the window. She stated the restaurant was closed early due to no staff. Explained that I had ordered online a while ago and paid for my order too. She said she was assistant manager and had to close early because she had been there for 14 hours and had no staff. I explained again that I had already ordered and PAID for my food, and I also had a long day, with no breaks. She said said she would leave a note for day manager for tomorrow and I could pick up my food 5:30pm tomorrow. Of course when I get there the next day, they have no note and no idea what I'm talking about. Had to explain tbe whole thing and then was told it would take a little longer to actually get the food. No apologies, nothing for a the inconvenience and trouble they...