ComplaintsforSchlotzsky's Deli

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/14/21 Manager would not provide any information to store owner or Manager, all employees seemed unaware of customers, joking around, goofing off, food prep area extremely dirty, dinning room filthy, restrooms filthy, food took 25 minutes to get at 1:45 PM in the afternoon. It wasn't until I asked for a manager to find a store number to complain at a corporate level that other people started getting food and the staff quit messing around. All good was presented cold. Extremely disappointing. Observed to managerial leadership skills or examples in our time (45 minutes) while in the store. Store was UNABLE to give me a credit card receipt for dinning in..

  Business response

  12/08/2021

  Business Response /* (1000, 7, 2021/12/06) */ "we have reviewed cameras to see what went wrong so we can make improvements. Our cameras are an hour ahead of time but the stated wait time isn't accurate for how long the guest waited and upon receiving his meal (10minutes after ordering) the guest stayed by the front counter with his meal for the next 3 minutes and then went to his table however the guest didn't complain that the meal was cold to any of my staff. We would have appreciated the opportunity to make this right as we strive for perfection" Consumer Response /* (3000, 10, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) 10 minutes would have been acceptable. The wait time was far greater and the respondent's 'review' of the cameras is a false statement. Further, the additional 3 minutes was spent 'waiting' again for service to ask for a manager to initiate a complaint about the lack of a clean dinning room, lack of clean tables, and the general filth of the both the men's and women's restrooms. To be unable to provide a receipt is completely unacceptable and I ask for a complete refund. The managerial staff on duty set a fine example of ineptness and displayed a general malaise towards any example of leadership or customer service. The most extreme example of what Schlotzsky's reputation never wants to be. Business Response /* (4000, 12, 2021/12/07) */ Under these circumstances, we always refer to the cameras for additional information and communicating with our staff. I attached pictures taken from the camera along with the time stamps of when the guest placed the order, the time guest received his meal to when the meal was finished and the time the guest stated was inaccurate. "Please note that the pictures from our cameras also display clean tables/lobby except one by the mirror that a crowd had just left from after the guest sat down at his table. We are more than willing to fix any customer complaint but after discussing with the store owner who himself reviewed the footage, we are unable to give a refund. The whole meal was consumed. I can however provide a credit card transaction record for the purchase"

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