This past Sunday my wife ran through the drive through at Schlotzsky's in Middletown and had the worst experience we've ever had at a "Fast Food Restaurant". When she opened her sandwich to eat it, it was completely wrong. She had ordered, no tomatoes and extra olives, what she got was no olives, tons of tomatoes and so much mustard you couldn't taste anything. It gets worse from here. She called the restaurant to complain and when she asked for the manager she was told he was busy. When she explained that she had a complaint about a product she was then told that the manager nor anyone else had time to talk to her, yet when she had been at the store 5 minutes earlier she was practically the only customer there.
I readily accept the fact that a restaurant can make a mistake on an order but I do not accept the fact that they don't care enough about customer satisfaction to spend a couple minutes to ensure that a customer's problem is acknowledged. Even if the manager did have another problem that required immediate attention he should have had the call taker take my wife's phone number for a return call.
Service like this is totally unacceptable and I can assure you that my wife and I will never return to this Schlotzsky's! Are we being unreasonable about this? I still plan to patronize other Schlotzsky's restaurants, just not the one in Middletown since they obviously have a management problem.
