Cook Out — Restaurant in Winchester

Extra star given only for bringing the chain to my town. That being said, I was probably one of the most excited patrons to have the restaurant open here that is now out of motivation to give any additional tries to the one here in Winchester. If you have ever been to any other surrounding town's locations retain your enjoyment and appreciation for them by staying away from ours because no one cares at all here. I understand openings are rough, staffing is rough too, these things take time to settle in and find what works and who doesn't. So for months I repeatedly gave weeks in between visits and to this date have yet to come home with any food both correct as ordered, and as expected due to the love other locations consistently provide every single time. The Winchester location instead of serving food that is unquestionably made fresh to order serves undeniably microwaved obviously not understanding why anybody chooses cookout over other options in surrounding towns. I don't even need to see the microwave responsible for every countless soggy item they produce appearing unlimited to any item I could and would be able to single out and avoid. If you d on't just leave after having to scream every syllable of your order thru what is the restaurant equivalent of a can on a string at least twice to someone i guarantee isn't going to even bother making sure anything you say gets relayed properly and if they accidentally enter it correctly, don't worry the next paid worker will absolutely see no more than 3 letters of the order representing their appreciation for the job and customer, and will at best get 2/3 charged for items onto the tray once it comes out of the steam misted microwave that I'd testify they would have to be burning up 2-3 of yearly from the reliability of its effects altering the level of similarity to what you've known to love the taste of anywhere else. Thankfully the entire crew seemingly gets beaten if the order isn't out the window in 8 seconds after ordering or they may have time to actually apply the correct level of ingredients to milkshakes required to stop making every single time you get one not taste like the most plain vanilla only soft serve that I would just about bet anyone reading this an entire steam washed tray with a cup of vanilla soft serve, that contains no more than 1/4 of what the chain requires the ingredient level to be labeled as a shake. It's just vanilla... all of them. Double chocolate? No - vanilla. Double Fudge? No - vanilla. I even like vanilla and the level it overpowers due to lack of anything you ordered it to be mixed with is so pathetic I just order vanilla so the poor chain can finally get something to par. If you're the owner reading this you have never heard of me because when I know the level of quality that should come from this chain compared to every time I regret seeing if it's been improved from the incredible subpar comparison to every other location, I don't ask the same people that didn't care originally anything about any part of their service or quality to give me more of what I hold 0 confidence in being any better after I complain to them that I'm aware of their commitment level being lower than their appreciation for employment. So I don't want or need any free "food " because I'll happily pay more anywhere else to be served what I pay for with money I work for at a place I actually make sure my employer never receives a complaint about my performance. My reviews are as honest and fair as they are appreciated by everyone else that wouldn't enjoy one of their favorite chains being run into the ground and it turns out they get up voted and viewed Thousands of times according to my Google reports. People get tired of no one caring about them especially in already ridiculously hard times like this, please refrain from increasing such things and do what's necessary to genuinely care about your patrons and the business you're supposed to represent or I promise you will see why most all of us drove to other towns to get food. I...

Went to this location about two weeks ago. Made my order through their drive thru. In my order I had ordered a vanilla shake for my son. Got home and was given a peanut butter shake instead. Small mistake for most- a deadly mistake for my son. He is highly allergic to peanuts. Thankfully at sixteen he is alert enough to check everything he is set to eat and he caught this error before we ended up in the ER or worse. I tried calling the location about this and had some trouble getting through. Apparently their phone is hard to hear in their office and my calls went unanswered for over three hours. I was almost at my wits end by this point and had resolved to call the corporate office if no answer came on my last call. Fortunately Robert answered my call. As you can imagine at this point I was rather peeved from the lack of response. Not only did this location send home a potentially lethal beverage for my son’s consumption but now my concerned were being ignored. To his credit Robert took all of the necessary steps and calmed my mind, as well as customer resolution above and beyond what was expected. He replaced our entire meal at his expense. And he struck the perfect tone when apologizing for the mistake. He made a believer out of me that night. The return visit was just a few days ago. A man of his word he replaced my order and then some. Even took the liberty of feeding me as well though I had not ordered on previous ticket. Robert was also apologetic again, and made a promise to me that his crew would do better in the future. In this I truly believe they will. I want to commend Robert for his tone as well as his solution to this situation. He took full responsibility as a great manager should. And my family and I were thrilled with the food quality on the replacement order. Thank you Robert. We will be seeing you at this location...

I would've giving this place five stars because I actually do like the food and it isn't overly expensive. However, I had to knock off one star because they continuously mess up my order and my husband's order. Multiple times my husband has ordered the Cajun fries, only to receive regular fries or barely seasoned fries. Another time, the got his entire order wrong. This time, it was my order they got wrong. You would think when ordering a single cheeseburger, you would receive a single patty with CHEESE ON IT. I ordered a single cheeseburger with lettuce, tomato, pickles, ketchup and mustard. The girl reiterated that I did not want mayonnaise and I agreed, no mayo. Not only did I not get cheese on my CHEESEBURGER, which they upcharge for. I also got onions (which I hate and did not ask for) and instead of my single patty, glo got two very thin patties that together barely covered the bun. The second star was removed because of the service. One, the employees need to listen to the customers and check the food before you hand it out to make sure the order is correct. Two, the employees need a better attitude. Everyone at the window is always in a rotten mood. They are never polite, the don't smile, and they do not care if you leave happy. Maybe I will give this place a try again in the future, but I can't say I'm optimistic. All I can say...