I have definitely grown up on Rally's food but since we just recently moved there is not a near location. With a craving for Rally's we decided it was worth the extra drive out of our way tonight.
We went to the Rally's at 8601 Preston Highway, Louisville, KY 40291 at 9pm. We pulled up to the drive thru and our order was immediately taken; however, the employee had difficulty understanding what our coupon was for so we asked if we could just pull up to the window to ensure our order was correct. She acted like taking our order was a huge hassle. I thought we confused her with two separate orders so I even apologized several times with no acknowledgement whatsoever! We asked for 2 of the drinks to be Diet Cokes and were given regular Cokes. The cashier which we later found out was actually the manager would not repeat the orders back to us. This would have prevented all confusion. She gave us a receipt that said $5.28 but charged my credit card for $6.34. She added an extra rallyburger meal that we didn't even want and gave us a chicken sandwich instead of a chicken sandwich meal. We could not even find the cheese on the rallyburger that we paid extra for. We asked for all the meals to be large; yet we received 1 small, 1 medium, and 2 large fries.
After we discovered all of this, we called to speak with the manager (before we knew the cashier who messed up our order was also the manager); her name was Brandy. She was absolutely no help. She did not offer any sort of solution nor did she offer her apologies for the many mistakes that were made. I have worked in the food service industry for over 10 years and it is common courtesy to repeat the guests' order back to them to ensure accuracy. I know that your company's mission is to serve top-quality meals at a great value. Our sandwiches were drenched in sauce which made the bun too soggy to even hold and they were horribly smashed. We definitely did not consider this a good value. Your company promises "Guest-Obsessed hospitality" and speed and accuracy at your drive-thru lanes. The manager, Brandy, at this location was far from Guest-obsessed. She had no interest in ensuring our order was accurate nor did she care that we were unsatisified. We spent over $25 even with the two coupons and drove about 6 miles to get to this location. At the restaurants I oversee, it is expected that the managers make every possible effort to leave the guests satisfied and to have them return. I have no desire to return to Rally's with the way this manager handled my issues. I would surely want to be notified if I had a poor manager like this running one of my stores. I would greatly appreciate a response. Thank you for your time.