SW
Savannah Waller
Aug 25, 2026
Just came to grab some food and and some water the employee Malinea said that she clocked out already and is not gonna help me and that I have to wait until the next employee gets in and she did not know when that would be I asked if could get a cup of water while I wait she said “ nope I’m done I’m clocked out “ I responded by saying that’s not very good service and she said “sorry but I don’t really care I’m clocked out “ I also asked for her name she refused to give it to me and her coworker came up and told me .
I ordered a regular Philly cheesesteak since this was my first cheesesteak experience, along with buffalo wings. The cashier asked if I wanted ranch, to which I said sure.
The cheesesteak, advertised as having only onion, pepper, mushroom, cheese, and steak, came with a giant dollop of mayo, alongside lettuce and tomato. What is this supposed to be, a burger?
They also charged me an extra dollar for the ranch, which wasn’t advertised anywhere. When I asked, he said it was ‘store policy’.
The ranch wasn’t even good - it was as if I had a cup of straight mayonnaise.
Fries and wings were alright. Mayo made the sandwich not very enjoyable.
5 stars good food good service shout hector
I had a horrible experience at this CHARLEYS Philly Cheesesteak location at UTC Mall.
From the moment I ordered, the employee had an attitude and was rude to me even though I was polite and respectful the entire time.
When we got our food, the fries were cold and stale. My boyfriend politely went back up and asked if we could get fresh fries. Instead of apologizing and offering to make us a new batch, she immediately got defensive and said, “No, we just made those.” She basically brushed off the concern and acted like we just had to accept it.
I then walked up and said, “These fries are cold and stale. Can you please make us new fries?” She replied, “That’s how they taste,” as if I don’t know what fresh fries taste like. She then said they taste like that because “the oil is black” and “we change it every 3 days.” Besides that being a serious health concern, it had nothing to do with why the fries were cold.
I asked if she could either make fresh fries or refund them since I wasn’t happy paying for cold food. She said she couldn’t refund me because “my manager isn’t here.” I then asked if she could just make fresh fries instead. She told me to bring the fries back so she could throw them away. I explained that my sandwich was in the same container and asked if she could give me another container because I was literally eating. Instead of helping or coming around to grab them herself, she expected me to deal with it while I had a mouthful of food.
After asking again, she finally agreed to make new fries but walked away talking under her breath and said, “It’s going to take 10 minutes.” I replied, “I’m okay with waiting for edible fries.” Ironically, the manager ended up being the one who made the new fries, even though I had just been told the manager wasn’t there.
While I waited, she and another employee kept staring at me. After I got my new fries, they continued staring, then she called over an employee from the neighboring food stand. They stood there talking, laughing, and looking at me, which made me feel intimidated and uncomfortable. I ended up taking a picture of her and calling mall security because I genuinely felt unsafe.
When security spoke to her, she claimed she was scared of me. If that were true, why was she standing there laughing, staring at me, and calling another employee over instead of walking away?
After reading other reviews, I realized I’m not the only customer who has had this experience with this same employee.
I will never eat here again. I will also be contacting corporate about the way I was treated and reporting the employee’s statement about the “black” fryer oil being changed every three days to the San Diego County health department so they can determine whether it meets food safety standards.
UTC is supposed to be a luxury mall that values customer service. Every other business I visited that day was wonderful. This experience was completely unacceptable, and management needs to do a much better job hiring and training employees who know how to treat customers with basic respect.
I've been having lunch here fairly regularly for the last 8 years, but less recently because it's been going downhill. I think it finally reached the bottom, and that I've had my last meal from this place. The other day, I ordered a cheese steak with fries and a Diet Coke. I paid, and the cashier went to get my drink for me, only to inform me that there was no Diet Coke. Mind you, this was at the very beginning of the lunch hour. Great planning there.
I said, ok, how about a bottle of water? She said, sorry, can't do it, that's a different price (apparently $3 is too little for a bottle of water I can get at Costco for 25 cents).
So then I asked for a refund. She said no refunds, you already ordered it, so pick something else. I said, but you don't have what I ordered. Then she started to try to guilt me into letting it go because if she gave me a refund, she could only do it by taking the money out of her own wallet. Of course I declined and said fine, give me a Coke Zero (which I hate). So I got a Coke Zero that was almost completely flat. Yay for me.
With service like this, who needs to get robbed?