McAlisters Deli ~ It Isn’t What It Used to Be

McAlister’s Deli has Mississippi roots. When I still lived in Mississippi, we ate at a McAlisters at least once a week. The variety of sandwiches, best sweet tea anywhere, and dependability of service was enough to make most every one I knew a regular customer.

A little over a year ago, McAlister’s opened a restaurant near my home in North Carolina. Needless to say, I was extremely excited. My husband and I went for our first visit, and were totally disappointed in the service. The food was good though, so we continued to go back in hopes that the service would improve.

Honestly, it is hit or miss. Some days you can go in and be served by a friendly, intelligent teenager and receive your food in a reasonable amount of time. Those days have kept me returning. Those days, and a muffaletta, which you can’t get just anywhere up here in the northern South.

Unfortunately, those days are getting fewer and further between. I want to love McAlister’s. Really I do. But I just can’t anymore.

Last night, my stepdaughter and I went to pick up dinner for ourselves, my husband, and my father-in-law. The girl taking our order was polite, which is an improvement, but not one of the shiniest apples on the tree. Amidst her glowing approval of everything we ordered (she hearts Sunchips and a Rueben), I had to repeat everything we ordered twice, and then she forgot our tea.

As we sat and waited for our to go order, we watched at least two other tables of people who ordered after us, but were eating in, receive their meals. And then we waited some more.

We finally get our food, 30 minutes from the time we arrived, return home, and find that my stepdaughter’s Greek chicken wrap contained not one single piece of chicken, and my nachos had no cheese. I ask you; who forgets to put cheese on nachos? Isn’t that the primary ingredient?

My choices are to call and attempt to talk to a manager to try and get her to credit my card back for their mistakes. I’ve seen the manager at work there. I know this will be futile. I could also pack the food back up, drive back to the restaurant, park, go inside, and demand that they fix it. We are looking at another 45 minutes until a hungry pregnant woman gets to eat. I’m not doing this either.

So I email them as I’m munching on tortilla chips topped with olives, tomatoes, and peppers. And no cheese. I email their corporate headquarters. I complain. Loudly. I offer them a chance to respond before I post a review of their restaurant. I really wanted to post a prop for customer service and how they fixed a serious problem, because I loved them so at one point.

Unfortunately, I received my response today. It was from the “General Manager.” I’m assuming she works at the location I visited last night, but she doesn’t say. Here is what she does say:

Ms. Canape,

I would just like to begin by apologizing for ruining your dinner last night. I know it can be extremely frustrating to get home and your order be incorrect. I know you have said that you will not be returning, however, I would like to offer a complimentary invitation for you and a guest if you change your mind. We would like the chance to make it up to you. Please stop by anytime at your convenience and we would be more than happy to take care of it. I would like the chance to speak with you myself and try to figure out what has exactly been happening on your visits-since it sounds as if this may have happened before. Please don’t hesitate to call if you have a free moment. We do appreciate your candid feedback. Hope to hear from you soon.

Sincerely,
******** *******

General Manager

Polite. Apologetic. Unimpressive.

What I don’t like about this is how I have to be the one to call when I have a free moment. I have to be the one to stop by at my convenience. And, even though she knows I won’t be returning, she wants to fix things by issuing a complimentary invitation to me and a guest. Well that won’t cost them much if she knows I’m not returning, will it?

They have my contact information, obviously. I wanted them to be proactive and take care of something. Send me a voucher. Credit my card back. Send me a coupon. Something.

Did you notice that she doesn’t even include a phone number where I can call her? I am supposed to look it up. Did you notice she doesn’t tell me the hours she works? I’m supposed to just drop by and hope for the best. Am I supposed to just print out this email and take it into the restaurant and wave it around until I get a free sandwich?

I am so disappointed. Because I can’t bear to pan the whole chain, I’m just panning the one in Raleigh. But visit a McAlister’s near you with fair warning. Their expansion has obviously diluted the good ole’ sandwich shop I knew back home.