Additional Coverage:
- 17 Restaurant Chains Customers Say Have Changed for the Worse (momswhothink.com)
Is Your Favorite Restaurant Fading? A Look at Chains Disappointing Diners
Remember when eating out was a guaranteed good time? You’d shell out a reasonable sum, skip the dirty dishes, and expect quick service and a consistently tasty meal. Lately, however, many local families are finding that this dream is turning into a dining-out dilemma.
From major chain restaurants right here in our community to national favorites, customers are voicing the same frustrations: prices are climbing, portions are shrinking, service is dragging, and orders often miss the mark entirely. When quality takes a nosedive but the bill keeps soaring, it leaves many parents wondering if takeout is even worth the hassle anymore.
We’ve delved into satisfaction data and common diner complaints to highlight the restaurant chains that customers say have seen the biggest dip in quality. Plus, we’re sharing some insider tips to help you snag the best possible experience – from what to order and when to go, to dodging those all-too-common dining disappointments.
#17: Panera Bread
Panera has seen a noticeable dip, with sales declining by 5.1% and customer satisfaction dropping 1%. This might explain why some patrons feel the brand isn’t as reliable as it once was.
Travelers and commuters often describe their Panera experience as disappointing, citing higher prices and less consistent portions and freshness. Those who still sing Panera’s praises tend to order ahead of the lunch rush, stick to simpler sandwiches, and always double-check their bags before leaving, especially for larger orders.
It seems that when the line is calmer, the food tends to mirror the menu photos, and everything is better stocked.
#16: Arby’s
While Arby’s hasn’t seen a significant business slump, customers certainly have a lot to say. The most frequent complaints about a decline at Arby’s center around unevenly built sandwiches and food that isn’t as hot as expected.
Roast beef cools quickly, making long waits a bigger issue than many realize – a growing concern at many Arby’s drive-thrus. Visiting during the lunch rush can improve freshness, as slicers and fry stations cycle through faster, but be prepared for a longer line.
#15: Chipotle
In today’s price-sensitive market, where chain sales growth of 3.1% in 2024 lags behind menu price inflation of 4.1%, customer expectations are sharper than ever. Chipotle is feeling this pressure.
Loyal fans who report a decline often point to inconsistent portion sizes and varying rice or protein distribution depending on the crew and shift. If portioning is important to you, consider watching the line in person and politely requesting specific components.
Ordering sides like extra salsa or fajita veggies can also help your meal feel more substantial and worth the price.
#14: Wendy’s
While not plummeting as dramatically as some other brands on this list, Wendy’s is losing a bit of ground compared to its competitors. Customers who feel the brand has declined often cite lengthy drive-thru waits, cold or soggy fries, forgotten customizations, and mobile ordering glitches.
The takeaway? If you crave hot, crispy fries, eating them first and requesting them fresh can make a world of difference.
#13: The Cheesecake Factory
Customers are far less satisfied with The Cheesecake Factory’s delivery service compared to its dine-in experience, a common pitfall for large-menu chains. Guests who feel the chain has slipped frequently mention longer waits and rushed service.
Despite this, the restaurant’s consistently large portions maintain a strong perceived value, but consistency and pacing are leaving some diners feeling deflated. For the best experience, visiting during off-peak hours can lead to more attentive service.
And let’s be honest, the cheesecake itself is usually a consistent winner, which is why many just stick to dessert!
#12: Denny’s
Denny’s, much like another chain we’ll discuss, sees notably lower satisfaction for delivery compared to dine-in, a crucial factor for brands popular for late-night and takeout orders. Customers who feel this classic diner has declined often mention missing sides and food temperature issues when the kitchen is short-staffed.
Heading to Denny’s outside of the bustling Sunday breakfast rush usually improves speed and accuracy. If you’re ordering to-go, a quick check for syrup, butter, and sides before you leave can prevent the most common complaints.
#11: McDonald’s
McDonald’s is facing a 1% decline from its 2024 figures and now ranks last among the major quick-service brands. Their U.S. comparable sales growth of 0.2% signals some potential, but not much.
Price frustration and order accuracy are the biggest hurdles for this fast-food giant, but the experience varies wildly by location, making it feel less dependable than in years past. If soggy chicken is a meal-ruiner for you, it might be best to skip delivery.
#10: LongHorn Steakhouse
Despite a 2% drop in ACSI rankings from 85 in 2024 to 83 in 2025, LongHorn Steakhouse remains near the top of the full-service category. Interestingly, ACSI also reported that LongHorn increased visits by 4.3% in 2024 while overall full-service traffic declined.
So, what’s with the dip in satisfaction? Guests frequently mention longer waits and inconsistent steak doneness during peak dinner hours, leading to a disappointing meal experience at this price point.
Ordering a doneness that’s easy to verify and speaking up quickly if it’s incorrect usually works, but staff can still fall short.
#9: Olive Garden
In today’s dining landscape, where eating out is often treated as a luxury, expectations for value and consistency are high, and Olive Garden is struggling to meet them. Customers who feel the chain has declined often cite crowded dining rooms, slower refills on both drinks and food, and takeout orders that are missing those essential “extras” that customers expect and have paid for.
Pasta also suffers when it sits too long, making delays and packaging more impactful than one might think. For a classic comfort experience on your next night out, ordering simpler dishes can reduce the chances of a rushed plate and keep your wallet happier.
#8: Cracker Barrel
Customers who feel Cracker Barrel has declined often point to meals that are less hot or less accurate, especially when the dining room is packed. Because the brand prides itself on predictability, even small misses can feel more significant here. Arriving early on weekends and holidays usually improves the pace of service and overall customer satisfaction, so it’s worth considering if your schedule allows.
#7: Culver’s
Culver’s saw a 3% decline from 2024, yet it still holds the top spot as the highest-rated burger chain in the ACSI study. However, customers who perceive a decline at Culver’s typically mention slower lines and a busier dining room rather than a dramatic change in flavor or quality.
To us, that sounds like a good problem to have, as long as Culver’s can keep up with the demand. We’ll be watching to see how their numbers hold up this year.
#6: Dairy Queen
Recent Dairy Queen customers report a decline, linking it to execution and timing issues, including order mistakes and frozen treats that arrive too melted. Soft-serve and blended desserts are particularly sensitive to delays, so drive-thru backups quickly impact quality – a long-standing “Achilles heel” for Dairy Queen.
Ordering in person and eating immediately usually leads to higher satisfaction compared to long car rides. But then again, what else is a Blizzard for?
#5: Chili’s
Despite a 3% drop in satisfaction, Chili’s saw average unit volumes rise by 16% in 2024 and a 31% same-store sales growth in the fourth quarter. This surge in popularity can strain operations as more guests pour in, leading to longer waits, rushed table service, carryout errors, and soggy food – a definite no-go for Chili’s fries and fajitas.
If you opt for pickup soon, opening the bag to verify sauces, sides, and drinks before leaving can prevent most issues. For the best value, keep an eye out for promotions in your local market and focus on items that travel well, as Chili’s often runs deals.
#4: Buffalo Wild Wings
Buffalo Wild Wings experienced a 4% decline, primarily due to food arriving less crisp in our delivery-heavy world. When any wing kitchen gets backed up, sauces can soak into crispy coatings, and fries steam out, rapidly altering textures.
Picking up with sauces on the side tends to travel better, so consider this if you’re often disappointed by BWW. Timing your visits around local promotions can also enhance the perceived value, and always plan to arrive early for game nights to avoid the wait-time spiral that can sour your entire experience.
#3: Five Guys
Five Guys scored a respectable 78, not far behind the overall quick-service category average of 79. However, it may be falling behind its competitors.
Customers link the decline to value perception; the experience is positioned as fast casual, yet prices have climbed to match sit-down burger joints. Even with strong burger quality, sticker shock can lead to lower satisfaction ratings.
Even with unlimited free toppings, Five Guys is navigating a more expensive world. If you’re trying to budget, sharing fries is always a smart move – they tend to overfill the bag!
#2: Sonic
With a significant 4% decline, Sonic’s ratings have slipped. Their iconic stall model makes staffing gaps glaringly obvious, with customers frequently complaining about long waits and missing modifications.
While drink varieties and their fair price point remain a highlight, food quality suffers when it sits under heat lamps. Using the app may help, allowing you to review customizations and reduce the potential for misheard orders.
If you’re just there for snacks and drinks, keeping your order simple tends to align with what the location can consistently deliver.
#1: KFC
KFC shows the steepest decline of any restaurant in the quick-service category over the last year, plummeting from 81 in 2024 to 77 in 2025 – a 5% drop. ACSI also reported that KFC U.S. sales were down 5.2% in 2024.
What are customers saying? In a year where overall quick-service satisfaction is flat at 79, that four-point slide signals a real brand-specific problem.
Customers who feel the chain has declined most often talk about growing inconsistency, including chicken that isn’t as crisp, flavor differences from long-held recipes, longer hold times, and hit-or-miss sides. With so many other popular chicken restaurants on the scene (Raising Cane’s, Dave’s Hot Chicken, Chick-fil-A, and Popeyes, to name a few), we’ll be keeping a close watch to see if KFC can recover its stride.
Read More About This Story:
- 17 Restaurant Chains Customers Say Have Changed for the Worse (momswhothink.com)