P T's Olde Fashioned Grille — Restaurant in Wilmington

Terrible Experience – Disrespectful Management

I had a horrible experience at this location during a recent visit to Wilmington. I ordered a grilled chicken sandwich and fries combo. When I tasted the fries, they were extremely salty—so salty I couldn’t eat them. I politely returned to the window and asked if I could get fries with no salt instead. The woman at the window said she would ask the kitchen to make a new batch without salt.

A moment later, she returned and asked for the entire basket—including the sandwich and fries—back. Then the manager, Zach, came to the window and told me they would only give me a half order of fries because “half had already been eaten.” That was completely untrue—I never received a full portion to begin with.

When I went inside to explain, I asked him, “Why would I lie about French fries?” His response? “People lie all the time.” I was stunned and insulted. Throughout the entire exchange, he kept his back to me, showed no professionalism, and was rude and dismissive—right in front of other employees.

As someone visiting from NJ, I didn’t know how salty their fries typically are, but this experience was unacceptable. I felt disrespected and publicly humiliated. I recorded the interaction and will be sharing it with upper management and across platforms. I will never return to...

Personally I'm shocked as to the way I was treated period. Made a to go for 4 people at our dealership , went picked up the food, paid for all four items and even asked the girl if the order was correct. She replied yes sir. Well when I returned to work, we were missing one order. I called and was told that I could return and pick up the old burger, I asked if someone could bring the burger/fries to us, were pretty close together. I explained why I couldn't return and was basically told it was my fault the order wasn't correct because I called in twice to have the last order placed on original. Unbelievable customer service,, I've been eating at this place for over 15 years... So I explain to my co-worker what happened and he's like no problem I'll get them to refund my card. The manager tells him that we didn't pay for the food and we can't get it until we pay.. We tell him I have four receipts.. he doesn't believe us, thinks we're trying to get free food. I tell him who we work for, doesn't matter... Last I heard my co-worker who lost $9.10 for the food was waiting for the manager to look up our purchase. Who Knows but I know this, the next time we order as company or do catering as a company, we won't be calling PT's on...

I don't typically leave reviews, but I feel this is necessary. I worked for PT's about 12 years ago when I was 17 and I frequently eat there but not this location. I have also been in the restaurant industry for these 12 years and have managed restaurants/bars. Went here after my son's football practice this evening and I got the grilled chicken sandwich. Ate two bites of my sandwich and I couldn't even enjoy it due to my bread falling apart and it being soaked and mushy. Also, the bottom bun was all black from the grill not being cleaned properly. Didn't eat but maybe 4 french fries because my appetite was gone after eating my sandwich. My son's father walked up to the window to pay, basket full of my food in hand and asked could they please take it off of our bill (again, something I typically do not do), the girl at the window never gave an answer but instead closed the window on him, went and chat with a coworker and ran my card, got the receipt and my food was still on the bill. We paid $43 for food that we barely ate this evening. Customer service and communication need to be improved from this particular young lady. Her entire demeanor came off as...