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My parents live in the Macedonia area and my children attend the Little Gym for class at 6:30pm on Tuesdays. Since Bob Evans has Kid's night on Tuesdays this seemed a good way for the grandparents to have a nice dinner with the kids.
So... on 4/16/2013, we went to Bob Evans and arrived at 5:30pm knowing that we might be cutting it close, but should be able to get out in around 45 minutes to get them to class on time...
At about 5:40pm, the server came and took the order. My kids ordered breakfast, pancakes, french toast and the like. My father and I ordered from their $9.99 special and chose the Portabello Sirloin.
After running two of my kids to the restroom, the salads and bread had arrived and everything seems to be running smoothly. Then, the waiting began...
Soon, it was 6:10pm and no one had been served their entrees, not even the children. (Anyone with kids knows what this can do to the general mood of the table with three hungry children, ages 6, 3, and 1...)
At this point, our server informed us that the sirloin was not available and would we like something else. Well, we were out of time and told her no, but could the kids get their food. She mumbled something like an apology and then left. Five minutes later, what I can only assume was a manager told us, "The kitchen was behind and they just now found out they were out of the sirloin. What would we like to do?" I asked if the kids could get their food and she replied, "Yes, that doesn't take very long." "Fine, bring their food."
Not long must mean 15 minutes in Bob Evans land, as it took that long to get their food. Kids were starving so it didn't take too long for them to eat, but we were already late as the food arrived at 6:30pm. We did get them to their class by 6:50pm, but it was half over by then.
Additionally, my parents waited at the restaurant for another 15 minutes and no one came back to the table with any resolution or even a bill. Finally giving up on getting any service, my parents left telling the cashier that they didn't have a bill because they didn't get any food.
My issue with the service is multi-layered. One, the kitchen needs to know what food they do and do not have before 35 minutes after it was ordered. This needs to be communicated to the front of house so it is not ordered. Additionally, the manager was just plain incompetent. She didn't resolve the issue, she didn't defuse the situation, she made excuses ("the kitchen is behind" is YOUR fault as the manager). I have worked at three restaurants and have seen the manager and even a dishwasher pulled to work the line to get back on track. As the manager it is YOUR responsibility to know what food is in the kitchen and to resolve the situation. This manager should have offered us coupons to come back to get the sirloin at a later time. By not resolving the situation, she left us with the feeling that we should NEVER go to that Bob Evans again...
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