I am writing to express my extreme dissatisfaction with my recent experience at your Mesquite location. Unfortunately, this visit was the worst public interaction I've ever had, and I felt compelled to share the details.
We placed an order through your website and drove to the...
Read MoreI am writing to express my extreme dissatisfaction with my recent experience at your Mesquite location. Unfortunately, this visit was the worst public interaction I've ever had, and I felt compelled to share the details.
We placed an order through your website and drove to the location to pick it up. However, when we reached the drive-thru, the they had no information about our order. After asking us to pull up to the window, we hoped this was a simple glitch. Unfortunately, it only worsened from there.
At the window, the staff member informed us that she didn’t have our order. I showed her the receipt on my phone to confirm we had already paid, and she immediately told me not to record her. When I asked her about our order, she curtly said, “I don’t need it,” and directed us to pull over. She claimed that if we had ordered through the app, the kitchen staff would have our order but didn't clarify whether we needed to stay in the car or go inside to pick it up.
While I was trying to make sense of the situation, the staff member became increasingly agitated, telling us we were blocking the drive-thru lane. I tried to explain that we were part of the drive-thru traffic, but she responded rudely, “You are not my customers, move, move, move!”
At this point, we pulled into a parking space and I went inside to resolve the issue. To summarize the rest of the experience: I was told the person who yelled at us was the manager, but when I asked to speak with her, I was simply told she was unavailable. I also learned that the location is a franchise, and when I asked for the franchise owner’s contact information, I was told that was not available. I made multiple attempts to reach the owner directly, but two more employees told me that they couldn’t provide any information.
To make matters worse, I was asked to pay again, eventhough I had a receipt. When I returning home, I noticed we were missing a large side of fries and the gravy for out mashed potatoes.
I was told by a staff member that “the customer is always right” is a silly concept. When I tried to explain its importance in customer service, he dismissed me and insisted he wouldn’t lie or allow others to lie on him.
I’ve contacted my bank, they say they will refund the duplicate charge. He said the $53 duplicate charge is above their ceiling for a quick service restaurant and without a signature, it's an automatic chargeback.
I’m extremely disappointed by the lack of professionalism, customer service, and basic courtesy I experienced at your restaurant. We weren't the only customers getting yelled at and look at the other reviews! There's no question about the quality of customer service. The employees were right when they said there would be no point contacting anyone because noone cares. They seem to be doing what they were trained to do. That's sad. Your food is actually pretty good and imagine the success you would have in Mesquite if you decided to change the culture at that restaurant.
Service
Take out
Meal type
Dinner
Price per person
$20–30
Food: 3
Service: 1
Atmosphere: 1
Recommended dishes
Chicken Tenders with White Gravy, Rolls
Curbside pickup 
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