Jack's Family Restaurant — Restaurant in Woodstock

Normally I would not write a review unless I had something good to say, but my experience was over the top yesterday. I went to Jack's yesterday located at 21359 Highway 11 N, McCalla, Al 35111. The dining area was closed and even though there was a line at the drive through we chose to wait. We went ahead and placed a mobil order totaling $34.17 at 9:59 to speed things up. The mobil order showed that the order would be ready by 10:14 am. When we got to the window the lady at the drive through told us to pull up. We did and sat there for 40 minutes. I called and asked about our order because the dining area was still closed and I was told that they would be right out. At 11:00 the dining area opened I went inside to ask about my order. A worker handed me a bag that had been sitting and one drink and walked off. I asked for my other drinks. The works gets an attitude and stomps off to start fixing the drinks but don't know what drinks or size. There was a lady that was behind me that spoke up and said the least they could do is give you a large drink after waiting over an hour for your food. My daughter had got the bag of food and was going to give it to the kids, just to find that the order was wrong and ice cold. I asked to speak to the manager. In the mean time the worker that handed me my bag is acting like she wants to fight and is over at the drive through area acting a fool. Someone made her go to the back because she was out of control. The person that presented their self as a manager came over and I started to explain the problem and I asked for a refund due to the time waisted, cold food and wrong order. She never apologized and said that she could not give me a refund because she did not have a receipt. There was a lady that came out and tried to assist, but was not successful. It just so happened that the general manager Fran Garza was there and told me that she knew when the order was placed and was also aware of the call that I made asking about my order. Ms. Garza was the one that sent the worker to the back and she said that she would make sure that I received my refund. Ms. Garza is very professional and knew how to handle the situation. As for the presented herself as a manager clearly needs more training or to be replaced with someone that can manage a store. The staff is out of control and the one that was sent to the back should have been fired on the spot! I know that it's hard to get people to show up for work, but that behavior is...

Been to this location several times on Sunday morning around 11:15-11:30. Each time we’ve had to stand at the register waiting at least 5 minutes before even being acknowledged. Today was the longest we’ve had to wait (almost 10 minutes without being acknowledged..employees kept their backs turned to us while getting drive thru orders taken care of, and the restaurant only had 2 other customers inside when we got there...but we watched several people behind us get disgusted and leave...after what happened, I wish we did!) Finally, someone took our order, only to inform us that they WERE OUT OF CHICKEN! Huh? How are you out of chicken? We went ahead and ordered something we didn’t want, and waited another 10 minutes to get it. While waiting, I got my drink and napkins then I discovered that the ketchup dispenser was empty (at 11:30 AM). Was going to ask for some ketchup packets when I went up to get our food, but the employee quickly called my name, sat the tray down, and turned her back before I got to the counter(they all kept their backs turned so not to acknowledge you). I tried a couple of times to get someone’s attention, but finally said forget it. We sat down to start eating, and low and behold....here we start seeing them serving chicken...WHAT? Instead of telling us they were cooking chicken and it would be X-number of minutes (which they didn’t even have to do that because they put out a full rack of chicken and a full rack of chicken strips less than 5 minutes after we got our burgers....we had been waiting forever to begin with, a few more minutes wouldn’t make a difference at that point). That was the final straw! The whole experience was unacceptable especially during lunch time when they should be prepped and ready for the lunch rush. I keep seeing replies to bad reviews saying “this isn’t a normal experience....please allow us to try to serve you better next time”. I say how about taking a proactive approach to correct the problems with this location instead of a “we’re sorry, we’ll try to do better” reactive approach, because this isn’t the first time the service was lacking....just the worst time. The 88 health department score, combined with the crappy service, tells me some correction in management is...

Good evening.

We are absolutely appalled at the lack of customer service, cleanliness, and time management of this establishment. We originally ordered through the mobile app (because prior history has shown us service is not speedy at this particular location). The app advised us the order would be completed in 10 min. My husband arrived 17 min after we placed the order, fully expecting to walk in and walk out… however this was not the case. We received our order after 42 minutes!!! And it was INCORRECT. We did not receive any type of apology or reason for our delay. In fact, I was so upset, I drove to the store to meet my husband to speak with the manager because it had been so long he had been there and waiting. I believe his name was Jayrell or Jarell. We also spoke with Ashley.

Neither of these employees apologized. In fact the manager (Jayrell) spoke over me as I was simply trying to explain our disappointment. He stated they were understaffed in a very rude way (we saw 5 employees at the time, three cooking). Continued to talk over me. Never once apologized. Offered any type of compensation. Just rolled his eyes and continued to talk over me. The understaffing is understandable. We are both in the service industry.

We have both experienced the hardships following Covid and lack of employment everywhere.

Tonight was unacceptable.

We would have been much more understanding had we not received a nasty attitude from the employees and manager at this establishment.

Again after 20 min of placing our order, nothing had even hit the fryers. Not even 30 min after!!

We would have gladly cancelled our order but the app would not give us that option and the employees were not helpful and did not offer a hand.

We were relieved to get our food to get home and realize we did not receive everything!

I just cannot get over how disrespected we were in a place that is supposed to be of superior customer service. My 15 year old daughter could do his job better just by smiling.

I don’t want the young man fired. But I certainly hope this gets to the necessary personnel so no one else receives this type of disrespect and neglect. The store needs training. And perhaps...