I went into Rachel's kitchen and tried to order an omelet without any of the sides associated with the meal - no bread and potatoes. Joe, the cashier, told me this would be no problem. When I started to order toppings, he told me they would be extra. I asked Joe to clarify - what I was ordering then was just scrambled eggs? Joe said that was right: it was scrambled eggs.
So I ordered scrambled eggs (topped with cheese) and coffee - but was charged the same price ($9.95) as if I ordered the omelet with both sides and 3 toppings. When I protested, Joe look flustered. After a few minutes of fidgeting, Joe reached out to his manager for help - but I was so over it by that point I just walked out.
This is not cheap food. The customer service here is beneath what one would experience at cheaper places - like Chipotle - and a lot worse than IHOP, where the omelets are cheaper. In a word, it sucks.
I will not be visiting another Rachel's if I can avoid it. This once fresh and great brand has fallen on hard times because of complacency. Sad.