Cook Out — Restaurant in Virginia

Where to start... I will start that I refuse to go to Cook Out anymore. One can expect to wait 25 min for fast food and hope that your order is correct. One time I went inside to place my order and I knew it was busy as it was a Friday night. I waited for everyone that was in front of me to be called and as they left I got up to wait for my number to be called. I waited and waited and everyone that came in behind me then received their food and left. I went to the front counter for the cashier to tell me it was not her job to cook the food so she did not know how much longer. At 25 min another girl brings me my order and all 3 boxes where incorrect. She take them back and I ask again how much longer and again I am told it is not her job to cook so she doesn't know. I see the manager sitting at a table with whom I assume is a new employee. When he gets up and walks to the back I ask him if he is the manager and he says yes. I tell him I have waited 30 min and have only received the wrong food... he just stares at me with the deer in the head light look. Says nothing so I left. The next time I decided to go my order was wrong get again and one milk shake was so melted it w as s just milk. And then this past Friday my husband went because he wanted a milkshake and j refuse to stop and get him one... he ordered an oreo and mint oreo. The oreo milkshake had oreos at the top and bottom of the ice cream but nothing in the ice cream. The mint oreo was the same... hint there was no mint... not until he is about half way down he pulls up a spoon full of green goo... the mint flavor was in the middle because they never actually mixed the shake enough. I had at one point sent in a complaint and was asked fo call corporate in which I did. No call back from anyone. They have shown me they do not value...

I went to this location for the first time and went through the drive through for the first time .i had to repeat my order about 5 times and no one understood. I spoke clearly too. Literally it was 2 cook out trays and 2 ala cart items . You would think that would not be hard to mess up. I ordered the first tray just fine but after that is when it got crazy. It was like the girl didn’t hear anything I said. Just kept going on about cheesecake, after I said no multiple times. And my friends tray was a chicken sandwich to which I asked what my friend can get on it and the girl in the speaker thought I ordered another quesadilla tray.. I repeated my order again to which she thought I ordered a jr tray and then she asked for her manager. And even the manager repeated back the wrong thing. . The manager couldn’t seem to understand the order even though it was plain and simple and all I asked was what could my friend get on her sandwich. After a few times of repeating and then clearly not getting it (the entire process took so long, I was being honked at) I gave up and when inside where I had no issues getting what I asked for. It was a gentleman at the counter and I told him the order and got it right on the first try . I’m not sure who’s running their drive through but they don’t know what they are doing. In addition to all of that my nuggets were burnt and my friends wraps weren’t even wrapped , just thrown in the tray. There was another lady inside who had the same problem, and had missing food, she overheard me tell the guy at the counter what happened. If you plan on going here DO NOT USE THE...

Needs a new drive thru speaker but food is good and generally quick.

EDIT: They redid the drive thru (not the speaker tho 🙄) and now it just made it easy for people to cut the line. Happened to me tonight, said something to the person at the walk up window (I qas the passenger so got out and walked over there), nothing was done. No one is directing the traffic and no one does anything about it. Probably won't come back till they figure it out.

EDIT #2: So I posted the previous edit before I had finished even going through the line. My mistake. Because of course more went wrong. 6:20PM is when I was there. Witnessed another person cut the line, no shock. Then I place my order and the cashier keeps asking me what my two sides are. I'm not ordering 2 sides. I'm ordering the same thing I get every time: chicken strip sandwich club style, large fry, and a shake. She keeps asking me if I'm ordering the tray. No, I'm not. Yes, I am aware it costs more this way. After a few minutes arguing she rings it up. We get to the window and there are 2 girls there talking trash about customers and coworkers. Professional. Shut the window at least. And then they messed up my order to top it off. Definitely won't be back.

Edit #3: Still an issue with the drive thru. Weeks later. Attached a photo to show how stupid this is. No one can get out of the parking lot now. There's only one exit and you can't get out if even one car pulls forward too soon. Not that Cookout cares. Or they'd have someone out...