Edited: “The owner reached out to my husband directly and was very kind. He apologized sincerely and offered to make it right by compensating the order.
It must be incredibly difficult for business owners to have to deal with employees who, instead of providing good service, end up damaging the reputation of a business that has taken so much time, effort, and sacrifice to build.” :
I am not usually a sandwich person, but I decided to give this location a chance because I purchased a coupon booklet that local students were selling in the Lindale area. One of the coupons was for the Schlotzsky’s in Lindale, so I thought it would be a good opportunity to try it for the first time.
Since I had never ordered there before, I expected I might need a moment to look at the menu. When I pulled up to the drive-thru, the man taking my order sounded very rushed and impatient. He did not offer size options, did not ask if I wanted fries or a drink, and did not give me the opportunity to add anything else. I simply said “Original sandwich,” and he immediately gave me the total without clarifying the size. It felt abrupt and uncomfortable, like I was being cut off.
When I reached the window and presented the coupon, I was told it was not valid because the sandwich was medium instead of small. I explained that I had never been asked what size I wanted. The order had been taken so quickly that I was not given the chance to specify. I was told it would not be accepted and, if I wanted to reorder, I had to go inside.
Inside, a young employee kindly took my order and corrected it. Everything seemed fine at that point.
However, after I delivered the food to my husband and son who were working nearby, they called to tell me the order was incorrect. Since I did not have time to return, they went back themselves to resolve it. Unfortunately, the manager on duty, Philip, was the same person who had taken my original drive-thru order.
He was treated very rudely. My husband was told that a “ weird lady” had ordered food and left it, referring to me. There was no explanation given. Then Philip took the sandwiches from the countertop, brought them back inside, and told him to leave or he would call the police.
This was completely unnecessary and extremely unprofessional. The entire situation escalated because of poor communication and a rushed attitude from the beginning.
Businesses participate in coupon programs to attract new customers and encourage repeat visits. Unfortunately, this experience did the opposite. Instead of gaining a returning customer, this interaction ensured that I will not be coming back.
Very disappointing experience :(
Atmosphere: 1
Food: 1
Service: 1
AshleyDawn
Took awhile to get our order but food was great.
Atmosphere: 5
Food: 5
Service: 5
Melissa Sisk
Exceptional customer service from Haiden!! Don’t see as many young people with that level of customer service, great job 👏🏼
Food: 5
Service: 5
Scott C
Nice heavily loaded sandwich with the chips and pickle. Quick and friendly service. Good place for a quick bite and better option than a burger
Atmosphere: 5
Food: 5
Service: 5
Ashley Lewis
Man this place screams childhood. I haven’t been to a schlotzskys in years. I got the original and it was just as good as I remember! I don’t understand why but their mustard is too tier. I wish they had more of these in Alabama where i live
Atmosphere: 5
Food: 5
Service: 5
LetItBeKnown
I got a Broccoli and cheese soup today and I haven’t been there in over a year because I got sick of going and ordering broccoli and cheese soup and it Having a burnt taste. The last time I went, the manager said the heat should be turned down once it gets hot in the mornings. But somebody forgot to turn it down, so I’m assuming they still have the problem of employees not turning their soup down. It’s the same way with the potato soup. I hate that because I really like Schlotzsky’s. I tried to call and address the problem with just them, but they don’t answer their phone. The soup that I’m going to show in the picture should not be a burnt orange by the way. Just frustrating. I’m not gonna eat burnt taste broccoli and cheese soup. It’s gross.
Atmosphere: 3
Food: 1
Service: 3
Kenny Striley
They didn't have part of our order but ask if the substitute would be okay. They foglrgot our chips but quickly took care of it when I ask. I ordered potato soup but received broccoli & cheese.
Atmosphere: 3
Food: 4
Service: 3
Robert Sutherland
I only ordered 1 sandwich. I kindly asked 2 times to make sure there’s no tomatoes. The employee at the drive thru, confirmed twice, no tomatoes. I got a lot of tomatoes. I had to pull the sandwich apart, dig the tomatoes, seeds and fiber globs out of the sandwich.
When you are willing to pay nearly 20 dollars for one combo, please, please listen to simple request, especially when it’s reiterated multiple times for verification.
Ordered food got home half the order was missing called store won’t refund money. we can drive the 20 min back for the sandwich is all they would offer. They admitted the other half of the order just never got put in the bag. Won’t be back. Ever.
Sorry we don’t ever refund money.
Got it.
Lisa Hasz
My family was late getting home and decided to grab Schlotzsky's on the way home. My first issue came with the app, which would not honor my bogo coupon. I decided to go ahead and pay full price as we were tired and hungry.
When I got to the store I went inside to pick up and asked the man at the counter if he could explain why my coupon was not honored. He said he usually cooks and wasn't familiar with the register and so couldn't help me.
After a few minutes that same man brought me a bag and told me to have a good night. I left.
I did not check my order until I got all the way home and found that one of my sandwiches did not make it into the bag. What a disappointment!
I called the store and the man who answers said oh yes, Your sandwich is here on the warmer but we'd be happy to make you a fresh one when you come back. I explained that I was not willing to drive the 15 minutes across town and would just appreciate a refund, and he explained that he could not offer a refund. There was truly nothing he could do to help, while I sat at home with no meal, watching my family eat.
Honestly, such poor service is shameful. I am extremely disappointed and dissatisfied.
Service: 1
Chris Oxford
I ordered an original all the way, and it has literally 4 pieces of meat, no olives,and no onions. I'll never come back
Atmosphere: 3
Food: 2
Service: 2
charles ross
Haven't had the greatest experiences here, but today was a whopper... Had to wait 5 minutes to get their attention in the kitchen. While waiting a gigantic roach crawled across the floor in front of the soda machine and main lobby. Of course I smashed it. Let them know, but didn't seem too overly concerned. The tables are rarely cleaned. I usually end up wiping one for myself so my wife and I can sit. I truly Love Schlotzskys food but y'all really testing my patience.
Great experience as usual!
Atmosphere: 5
Food: 5
Service: 5
My favorite fast food restaurant in Lindale!
Atmosphere: 5
Food: 5
Service: 5
Manager Philip Ruined Our First Experience
Edited: “The owner reached out to my husband directly and was very kind. He apologized sincerely and offered to make it right by compensating the order.
It must be incredibly difficult for business owners to have to deal with employees who, instead of providing good service, end up damaging the reputation of a business that has taken so much time, effort, and sacrifice to build.”
:
I am not usually a sandwich person, but I decided to give this location a chance because I purchased a coupon booklet that local students were selling in the Lindale area. One of the coupons was for the Schlotzsky’s in Lindale, so I thought it would be a good opportunity to try it for the first time.
Since I had never ordered there before, I expected I might need a moment to look at the menu. When I pulled up to the drive-thru, the man taking my order sounded very rushed and impatient. He did not offer size options, did not ask if I wanted fries or a drink, and did not give me the opportunity to add anything else. I simply said “Original sandwich,” and he immediately gave me the total without clarifying the size. It felt abrupt and uncomfortable, like I was being cut off.
When I reached the window and presented the coupon, I was told it was not valid because the sandwich was medium instead of small. I explained that I had never been asked what size I wanted. The order had been taken so quickly that I was not given the chance to specify. I was told it would not be accepted and, if I wanted to reorder, I had to go inside.
Inside, a young employee kindly took my order and corrected it. Everything seemed fine at that point.
However, after I delivered the food to my husband and son who were working nearby, they called to tell me the order was incorrect. Since I did not have time to return, they went back themselves to resolve it. Unfortunately, the manager on duty, Philip, was the same person who had taken my original drive-thru order.
He was treated very rudely. My husband was told that a “ weird lady” had ordered food and left it, referring to me. There was no explanation given. Then Philip took the sandwiches from the countertop, brought them back inside, and told him to leave or he would call the police.
This was completely unnecessary and extremely unprofessional. The entire situation escalated because of poor communication and a rushed attitude from the beginning.
Businesses participate in coupon programs to attract new customers and encourage repeat visits. Unfortunately, this experience did the opposite. Instead of gaining a returning customer, this interaction ensured that I will not be coming back.
Very disappointing experience :(
Atmosphere: 1
Food: 1
Service: 1
Took awhile to get our order but food was great.
Atmosphere: 5
Food: 5
Service: 5
Exceptional customer service from Haiden!! Don’t see as many young people with that level of customer service, great job 👏🏼
Food: 5
Service: 5
Nice heavily loaded sandwich with the chips and pickle. Quick and friendly service. Good place for a quick bite and better option than a burger
Atmosphere: 5
Food: 5
Service: 5
Man this place screams childhood. I haven’t been to a schlotzskys in years. I got the original and it was just as good as I remember! I don’t understand why but their mustard is too tier. I wish they had more of these in Alabama where i live
Atmosphere: 5
Food: 5
Service: 5
I got a Broccoli and cheese soup today and I haven’t been there in over a year because I got sick of going and ordering broccoli and cheese soup and it Having a burnt taste. The last time I went, the manager said the heat should be turned down once it gets hot in the mornings. But somebody forgot to turn it down, so I’m assuming they still have the problem of employees not turning their soup down. It’s the same way with the potato soup. I hate that because I really like Schlotzsky’s. I tried to call and address the problem with just them, but they don’t answer their phone. The soup that I’m going to show in the picture should not be a burnt orange by the way. Just frustrating. I’m not gonna eat burnt taste broccoli and cheese soup. It’s gross.
Atmosphere: 3
Food: 1
Service: 3
They didn't have part of our order but ask if the substitute would be okay. They foglrgot our chips but quickly took care of it when I ask. I ordered potato soup but received broccoli & cheese.
Atmosphere: 3
Food: 4
Service: 3
I only ordered 1 sandwich. I kindly asked 2 times to make sure there’s no tomatoes. The employee at the drive thru, confirmed twice, no tomatoes. I got a lot of tomatoes. I had to pull the sandwich apart, dig the tomatoes, seeds and fiber globs out of the sandwich.
When you are willing to pay nearly 20 dollars for one combo, please, please listen to simple request, especially when it’s reiterated multiple times for verification.
Atmosphere: 3
Food: 4
Service: 1
Restaurantji Recommends
Too expensive for a sandwich
Atmosphere: 3
Food: 4
Service: 4
Ordered food got home half the order was missing called store won’t refund money. we can drive the 20 min back for the sandwich is all they would offer. They admitted the other half of the order just never got put in the bag. Won’t be back. Ever. Sorry we don’t ever refund money. Got it.
My family was late getting home and decided to grab Schlotzsky's on the way home. My first issue came with the app, which would not honor my bogo coupon. I decided to go ahead and pay full price as we were tired and hungry.
When I got to the store I went inside to pick up and asked the man at the counter if he could explain why my coupon was not honored. He said he usually cooks and wasn't familiar with the register and so couldn't help me.
After a few minutes that same man brought me a bag and told me to have a good night. I left.
I did not check my order until I got all the way home and found that one of my sandwiches did not make it into the bag. What a disappointment!
I called the store and the man who answers said oh yes, Your sandwich is here on the warmer but we'd be happy to make you a fresh one when you come back. I explained that I was not willing to drive the 15 minutes across town and would just appreciate a refund, and he explained that he could not offer a refund. There was truly nothing he could do to help, while I sat at home with no meal, watching my family eat.
Honestly, such poor service is shameful. I am extremely disappointed and dissatisfied.
Service: 1
I ordered an original all the way, and it has literally 4 pieces of meat, no olives,and no onions. I'll never come back
Atmosphere: 3
Food: 2
Service: 2
Haven't had the greatest experiences here, but today was a whopper... Had to wait 5 minutes to get their attention in the kitchen. While waiting a gigantic roach crawled across the floor in front of the soda machine and main lobby. Of course I smashed it. Let them know, but didn't seem too overly concerned. The tables are rarely cleaned. I usually end up wiping one for myself so my wife and I can sit. I truly Love Schlotzskys food but y'all really testing my patience.
Atmosphere: 1
Food: 4
Service: 3
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