Fazoli's

This place is a nightmare lately. I ordered DoorDash from this Fazoli’s location on January 16 after ensuring the store was still open. I waited over an hour and the order was finally cancelled, at which point, most of my other dinner options were already closed. The experience after that was very lackluster due to a specific employee. I asked a couple questions when placing my order and she didn’t give me a straight answer on either of them, making it seem like I was wasting her time. Then, she handed me my order without the drink I ordered and quickly closed her window. We sat and waited waving at her to let her know, and when we did get her to open the window again she didn’t say anything when we told her what happened or when she handed us the drink. Despite being the store’s fault that we didn’t get our drink, it felt like we were being blamed and treated poorly because of it. I tried leaving a review after this experience multiple times and could not get the website to work. Tonight, around 7:30 PM, we attempted to visit this Fazoli’s again. The inside was allegedly open til 9, according to Fazolis website. The drive thru line was out of the parking lot, so we attempted to go inside. All doors were locked, so to the drive thru line we went. I ordered pasta with tomatoes and broccoli. They were out of tomatoes, no big deal, but I paid like 2.50 for the tablespoon of broccoli that was added to my pasta (see photo for reference). I don’t know what’s going on with this store, but it needs help.

Don’t know if it is the day, but holy hell not only did this place get my order wrong but they asked me nearly 5 times what it was so I assumed there would be an issue. I received two completely different dishes than what I ordered. Update: On second attempt, and going inside, a worker at the counter helped me fix my order and it was correct the second time. However, i did spend ~40 min in total dealing with this issue. But I did appreciate the care that the employees took to address the issue.

I feel like they were short handed, yet the food came out quickly, except breadsticks (the best part.) It was not anything special, except one employee made it a 5☆ visit. Tristan was exceptional, and was very attentive. He did everything he could to make everybody happy. It, only, takes one worker to change an ordinary visit into a great one.

Alaina maintained professionalism and a positive attitude, even during all the drink machines malfunctioning, a line of people, and training an employee at the same time. While it was obviously a stressful moment for her, she maintained friendliness and was joking as she continued service. Very impressive.

We love Fazoli's, but the Cincinnati area locations are all closed so occasionally we will head north to eat. We are still avoiding indoor dining due to a family member's health concerns. Fazoli's has done an excellent job in the drive thru every time we go. Portions are generous and the price is fair. The drive thru is a little slower than a burger joint, but I think that is expected and still very reasonable.