"Extremely disappointed in the incompetent managers. Ordered a to-go party platter that took three attempts to get right. I ordered the burger slider platter, and received a different order, only noticing when I was back home. I called and informed the restaurant of the mistake and that I would be returning to get the correct meal. Upon returning, the hostess that was bringing out the to-go orders told me that the kitchen staff and manager Sabrina were fighting with her over the accuracy of what was sent out. I showed her that clearly I received pork sliders, not burgers. Management had not began to correct the order despite my previous phone call, and I was forced to wait for them to correct my order. Upon receiving the corrected order, I checked and made sure they were all burgers, and headed back home. However, upon returning home to a party of hungry kids, I was furious to find out that the manager Sabrina’s correction to the mistake her and her kitchen staff made was to send out burgers that were severely undercooked and could not be served to my guests. A result, I’m sure, of Sabrina and staff’s refusal to begin correcting the issue immediately after receiving my first complaint and only starting once I was in-store waiting. Another phone call to the restaurant, this time to speak with Sabrina directly, was even more infuriating as she was unable to resolve the issue, offering only excuses and a free dessert on my next order. To further add insult to injury, after requesting to speak to her superiors, she refused to give me any contact information and only could provide the promise that a general manager by the name of Victor Garcia would give me a call to resolve the issue. I never received a call. However, only after threatening to get upper management involved, Sabrina decided she saw fit to make an attempt to correct the issue and remake the entire order. So two hours, two phone calls, and three trips to the restaurant, I finally received what I ordered at a quality that didn’t require a call to the health department. I will never return to Great American and will instead take my business to the family owned Great American Steakburger on Mesa Hills and Cromo, where they know how to treat customers."
