"UPDATE: We've filed two customer service requests within a week and have attempted to contact their office by phone, but have yet to receive any reply. The customer service is completely unacceptable."
I opened my sandwich to add mayo and was shocked to find just a chunk of chicken and two pickles. That’s when I realized that someone had mistakenly given me a thigh on a bun. It was inedible—the thigh was burnt to a crisp. To make matters worse, they charged me for a chocolate shake that I didn't order. I was puzzled by the high price until the guy at the drive-thru informed me that I had already paid for it. When he asked if I wanted it, I assumed it was a mistake and was prepared to discard it since I absolutely dislike chocolate. That's when it all clicked: my order was so expensive because of the chocolate shake I never requested. I would never have ordered a chocolate shake in the firs...
I opened my meal to add some mayo, only to discover it contained just a hunk of chicken and two pickles. That’s when I realized that an incompetent employee had given me a chicken thigh on a bun instead. It was inedible—the thigh was overcooked and charred. To make matters worse, they also included a chocolate shake that I never ordered. I was puzzled as to why my order cost so much, and when I asked about it at the drive-thru, the employee said, “Well, you already paid for it. Do you want it?” I was expecting a mix-up, but I don't enjoy chocolate at all. It became clear why my total was so high; I had been charged for a chocolate shake that I definitely didn’t order.
I placed an order online and went to pick it up, only to discover they didn’t have enough of the item I ordered. They’re unable to process refunds for online orders in-store, and they didn’t offer a suitable replacement. Their online ordering system is poorly managed. Now, I have to contact their corporate office to request a refund. UPDATE: We’ve submitted two customer service requests within a week and tried calling their offices, but received no response. The customer service has been awful.
The service was unwelcoming, and when I ordered the 8-piece chicken dinner with double mashed potatoes, I was told that no one was available to prepare fresh chicken. They had also run out of mashed potatoes and coleslaw, and it would probably take an hour for the fry cook to come back to the store. I used to really like this place, but it has certainly gone downhill. I don't think I'll be returning.
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Could someone clarify why I was served a bowl of gravy instead of a side of grits? Who actually requests a bowl of gravy? If this had only been my one disappointing experience at this Jack's, it might have been funny, but it seems to highlight a recurring issue with attention to detail. I fully understand that restaurants can get hectic, but a bowl of gravy is a bit excessive, even for the South.
Could someone clarify why I was served a bowl of ridge? Who specifically ordered that? If this had been my only negative encounter at this restaurant, I might have found it somewhat amusing, but it points to a worrying lack of attention to detail. I understand that the restaurant is quite busy, but receiving a bowl with an engraving feels rather out of place for the South.
The service was unfriendly, and when I requested an 8-piece chicken dinner with double mashed potatoes, I was informed that no one was available to cook fresh chicken, and they didn't have any mashed potatoes or coleslaw. I was told the fry cook might not return for another hour. I used to love this place, but it's really gone downhill. I don’t think I'll be coming back.
I’m giving 2 stars only because of the generous amount of bacon on my sandwich. Aside from that, the experience was terrible. My hash browns were carelessly dumped into the bag, leaving the little cup empty—they might as well have left it out. My sandwich was burnt, cold, and tasted awful. I don’t understand how the food could be this bad during peak breakfast hours.
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I found several flies in my salad. There's no way anyone could have missed them, whether the salad was packaged or not. It was absolutely disgusting. I ended up throwing up five times. Additionally, the chicken was clearly undercooked.
UPDATE: We've filed two customer service requests within a week and have attempted to contact their office by phone, but have yet to receive any reply. The customer service is completely unacceptable.
