McAlister's Deli — Restaurant in Webster

I don't typically leave bad reviews but today was the icing on the cake . Months ago my office was ordering "pick up" from McAlister's Deli regularly. Every time we would pick up and get back to the office stuff was missing. Either a side of soup, a bag of chips, sauce or dressing...something. Always. Each time we'd let them know. Every order we would ask for someone to double verify our order, reminding them that something is always missing. Each time, at pick up, we'd be assured everything was there...nope, still something missing. So we stopped ordering for a while. Today, we decided to try again. Big mistake. Boss even called it before we ordered' "Are you sure? They always screw it up." Missing a bag of jalapeno chips and the 5 cookies. OK, we should have known better, shame on us. But really the upsetting part, the part that seals the deal that we will never again be back, was when I called and Christina (maybe?) rudely argued with me that she herself put the chips and cookies in the bag. Yes, you did put ONE bag of Jalapeno chip in the bag but we ordered, and paid for, TWO bags. And no cookies. While questioning her we got "disconnected" as her manager informed me when I called back. Manager, Rhonda (?), said that Christina (?) had thought that Rhonda put the cookies in the bag. Ooops. Even though I was told she herself put the cookies in the bag. The attitude, right off the bat, starting with the first call, before I was hung up on and the lying cemented that this is not a business that we will be supporting any longer. Food is good but BEWARE IF PICKING UP A ORDER. MAKE THEM GO THROUGHT IT, ITEM BY ITEM, INFRONT OF YOU BEFORE LEAVING, unless you're cool with only parts of what...

First off, congratulations goes out to the franchisee owners for making a good hard stand here, to remain as a successful restaurant business in hit or miss Webster, Texas. Many haven't survived as much in this highly competitive market out in the wild, wild west for small business survival. Especially in nearby League City or Dickinson. I stopped in with my sister on a Tuesday evening in late October 2024. Mainly because I sampled their delicious iced tea before at the Houston Space Center during a culinary exhibition. It was just as good today. Even though I also have glanced at their takeout paper menu from that Space Center event, this was the actual first time I have stood in front of their menu board wall display in store! Since I am a fan of meatball subs, that was the first food item I searched for. Nope. Well, I also am a fan of the lighter Bacon, lettuce, and tomato sandwich. Theirs had the wonderful twist of adding avocado slice or two. Yummy. A splendid idea. And still a lighter choice than a bolder selection like the NY Reuben or Italian sandwich, with its Black forest ham and salami mix and match. I wasn't as much hungry this evening, so I ordered it as a takeout. For those deli connesurs unaware, this franchise headquarted in Atlanta knows its iced tea. And Texas loves its iced teas!! They are also partner company with widely familiar Schlotzsky's and Cinnabon chain...

I had a rough experience during a recent visit, but what happened afterward completely changed the narrative, which is why I'm giving solid 5 stars across the board.

Brandon, the Assistant GM, personally reached out with one of the most thoughtful and professional responses I’ve ever received from any business — not just in food service. He didn’t dodge it or make excuses. He owned it, explained exactly how he was addressing it with the team, and went out of his way to make things right.

Not every day you see that kind of accountability anymore — and I respect the heck out of it.

It’s easy to give good service when things are running smoothly. But when something goes sideways, how a business responds tells you everything you need to know. Brandon showed real leadership, and because of that, I’ll absolutely be back.

Great food. But more importantly, great people...