"When I finally reached the front of the line, I ordered two Black Angus Steakhouse sandwiches and requested that they be made without cheese and mushrooms, as well as double toasted. I explained that I had driven over an hour and a half and preferred crunchy bread that would stay warm on my way home. However, the employee simply replied, “We don’t do that,” and placed my sandwiches on the conveyor belt oven. I wasn’t able to get anyone’s name as none of the employees were wearing name tags or any form of identification.
As I waited, I heard the employees putting cold ingredients on the sandwiches of the customers in front of me, who had also ordered Black Angus sandwiches. After they checked out, they asked for two sides of Au Jus dipping sauce, which they received without any issues.
When it was my turn to add toppings, I requested lettuce, only to be told that my sandwiches had already been wrapped. I was taken aback and ended up with no lettuce or additional toppings. Also, when I requested a side of Au Jus, I was charged for it, while the previous customers were not. I’m not trying to blame those customers, but if you’re going to charge for items, it should be consistent for everyone.
When I asked why I was being charged and requested to speak with the manager on duty about my simple requests being ignored, the young employee just walked away. I felt pressured to complete my payment quickly since there was a line behind me, so I left without resolving the issues.
Once I got home, I found that my sandwiches had not been double toasted, they contained cheese and mushrooms, and the wrong type of bread had been used. Living far away, I had to throw them away. I understand that I should have checked my order before leaving, but I had prior commitments to attend to.
I’m very disappointed that I have not heard back from either corporate or the shop in almost a week, despite using their feedback tool online and in the app."
