Cook Out — Restaurant in Williamsburg

I’ve got you all beat. Can’t give any stars at all for the food or service. I didn’t get either. The place was nice though. The staff was friendly. That’s about all I got. Wife and kids with me. Tried to dine in. No one in line. Ordered food. Waited. Literally 4 feet from the counter with the receipt in my hand. Watched others order after me. Longest the line got was three people. Watched those same people get their food and sit down to eat. Waited. 2-5 cars in the drive thru at any given moment, 14 people in the dining area and about 10 staff. At the 25 minute mark, I walked to the counter to ask where our food was. Pretty sure someone in the drive through ended up with it. No one knew. No one had an explanation, I just assumed it was given to someone at the drive through, but I didn’t say anything. I figured they would just make it again with some sort of priority and just tell me something that made it sound like people were moving and shaking to get it resolved - which I would’ve been completely fine with. This is where it gets even better. Order numbers at this point 10 and counting higher than our order number coming out. Waited 10 more minutes. Don’t know if they were making the order again or not. I didn’t ask. I don’t need to. Staff going about their business as usual. Watched 2 specific diners that ordered after me complete their meal and leave. At the 40 minute mark, I requested a refund. Pretty easy to do as no one was in line and the counter was only still 4 feet from me. Waited through another 4 minutes of 3-4 of the staff fumbling. No one knew how to process a refund. Asked me to rattle off my entire order again just to process a refund. That was it for me. Told them “ya know what, just keep the $38”, gathered the wife and kids, and left. All said and done, 46 minutes of our lives we will never get back. Staff was friendly. I wasn’t mean about it or anything. Didn’t need to be. I’ve been on that side of the counter. Seems as if there was zero leadership in regard to accountability, so I feel kinda bad for them. Like they hadn’t been trained to handle this situation ever. Literally they were looking at each other after I mentioned the wait not knowing if they should look for the order or make it again. Food is great if you can get your hands on the stuff. Don’t need the Cookout Corporate copy-paste-job for a response. You can spare us all that. Just want folks to know if they go to a location, they know what their up against. Spend more of your money training staff and pay them more. You’ll be amazed...

08/05/22 was the first day I visited Cook Out. I visited the Williamsburg, VA location. At 11:54, check #30014, ref #569, cashier Diamane. She was so kind and helpful with my order, I had no idea how to order, I just wanted a burger, fries and shake and when she asked me "what else I wanted with my tray?" I said, "I have no idea what a tray is, what do you mean, this is my first visit." She proceeded to tell me what a tray is and helped me with my order. My daughter ate her burger, tossed her head back and said, "oh yeah!" I ate my burger and it was delicious. I saw "God Bless America" on the cup and texted my husband that I am not eating at any other fast food place! I live in Colonial Heights, VA and was leaving the Williamsburg area, not knowing that Cook Out is in my area, I made another stop. 08/05/22, 17:07, check #10153, ref #778, cashier ramiyah and 17:09, check #10156, ref #780, cashier ramiyah. At the drive thru, I placed my order, with confidence and I was interrupted by the cashier. I said I wanted "a huge burger with tomato, onion, mustard..." the cashier asked "so you want everything?!" I said "yes, but no mayo..." and she said "no ketchup, yeah, I got that." I continued to place my order. I got to the window, paid, and checked my order. I saw that I did not have tomato, so I told the cashier that I am missing tomato. She said I "owe ten cents." I gave her my card, again, and when I received my receipt, I am charged eleven cents. While I am waiting for my tomato slice, I have to hear ramiyah complain about how it's taking so long to get a tomato slice, she yelled at someone, "just put it in a wrapper!" and continued to complain about how she doesn't have time for this and she doesn't have time for slow people. If this experience was my first experience, I would never return to Cook Out ever again! I should have given her my burger and told her I wanted a refund. I asked for tomato on my burger but she was busy interrupting me rather than listening to me, she charged me rather than give me a tomato for her mistake, she charged me more than what she said I owed her, then I had to listen to her complaints. Cook Out doesn't have an app order option so I can avoid horrible customer service and incorrect orders. But, my first visit was pleasant, so I will visit again and if I get the same service Ramiyah gave me at any location, I will never visit Cook Out again because I do not think I should pay $18.33 and $.11 for a meal and rude,...

Currently having the absolute worst service experience ever at Cook Out in Williamsburg, VA. Handed me a styrofoam cup that was leaking and lid not secured properly, which quickly exploded (through the top AND bottom) all over my console , my carpet, and my dash in my car, as well as all over my clothing. Handed it back to the window attendant as quickly as possible, but not before at least half of the contents had emptied into my car. He even acknowledged the faulty packaging at that point.

Asked for contact info for a manager and district/regional manager to arrange for cleaning of my vehicle. Very agggressive and argumentative “manager on duty” named ”Kayle Bryant” came to the window and refused to give me the contact info that I requested to make communication with Cookout decision-makers possible. In fact, she flat out told me that they would not be responsible for any cleaning fees for my vehicle. I think she confused me with one of their teenage customers that they see every Friday late-night, even though I am obviously a mid-50’s professional driving a valuable, well-kept, clean vehicle - I wasn’t going to be bullied by a loud and aggressive Cookout rep.

Ultimately received a refund for my entire food/drink order (which I never received) and two points of contact (her info, which is worthless to me, and a District Manager, who she insinuated would be unresponsive and disinterested). My $13 refund is almost valueless compared to the $300 detail fees I’ll have pay to clean up their sticky, sugary mess.

We’ll see what kind of a business this REALLY is when I reach out to their District Manager, but I don’t have high expectations at this point.

At this point, this place, and their so-called “management”, SUCKS.

The one bright spot was Denis (the name on the receipt). He was kind and courteous and was just trying to do his job. Tip of...