Winking Lizard Bedford Heights — Restaurant in Bedford Heights

I love Winking Lizard wings. While the wings are still my favorite, the service most definitely is not. I don't know if it's a lack of training, accountability, or both. We had a large to go order which was placed online. We requested a pickup time 2 hours later than when the order was placed. I arrived 10 minutes past our requested pickup time and still had to wait close to 25 additional minutes. I asked the hostesses 3 different times to please check on my order so I could get an approximate time of when it would be ready. First time I was told the order was big and was still being bagged. Second time (20 minutes later), I was told one of the hostesses went to check. However, when she returned, I was ignored. I had to ask about my order, again. I was told it's a big order, there's only one expo. I suggested one of them help out (since they weren't doing much else). The reply was "I don't have a hair net. I'm a host). I was a trainer for a restaurant. All employees were trained to step in and help one another whenever needed. While neither hostess was outright rude there was a definite undertone of passive aggressiveness. Once the order finally came out, 2 items were missing. The young lady who brought out the order went through it with me. She called back to the kitchen and located both items. She was wonderful. Getting my order to my car took 3 trips- no one offered to help. I came back into the restaurant to get my missing items only to be informed by a hostess that they had been added to one of the bags. Apparently that bit of information was not important enough to pass on before I took the final bags out to my car. Again, I don't know if it's lack of training or accountability but service at the host stand is horrible. One final note, another gentleman was also waiting for a pick up order. He waited at least 5 minutes before either hostess checked the to go bag sitting...

WINKING LIZARD MANAGEMENT TEAM:

I just want to say this review is my honest perspective and not meant to be rude or offensive. My family has loved Winking Lizard for many years, and we were rarely disappointed. Until today.

I understand that the COVID-19 situation is new to everybody. I respect the front line workers and restaurants that continue to please their loyal customers. However, this does not mean that customer service and satisfaction should be compromised.

I placed my CURBSIDE order at 5:45 expecting an hour long wait, which is fine. However, when I arrived at the restaurant, I soon realized that it wasn't really "curbside" because I had to get out of my car and approach the Lizard employee at the door taking my name and number. She told me that they were running almost an hour behind schedule. I stood outside for about 25 minutes before asking the employee to check where my order stood on line. My order was still not even close to being ready, so I went to my car and waited. After waiting another 20-ish minutes, I went back and she told me that it was still nowhere near being ready. I cancelled the order, gave the manager my card to be refunded and left.

You've had two months to prepare for your opening day! The manager, I assume, was the one opening the door and she said that they made significant adjustments from yesterday. Well, you need to make adjustments on those adjustments. Waiting an extra 20 minutes is understandable, but one woman who was standing near the entrance said she waited OVER 2 hours. That is poor customer service no matter the situation.

We've taken food out from several local restaurants during this time, and every single one of them had their act together, except for you. I'm sad to say that I won't be taking out from here for a long time, or at least until I know you have followed in the foot steps of those...

This was an awful visit. We decided to wait 45 minutes for a table for 3 adults, 2 teens and 1 toddler. That turned into 60 minutes. We were asked if we wanted first available which we did because the dining room was humid and didn't smell great from people sweating. It was a country concert outside and those patrons were at the bar and being seated before those of us inside waiting. The hostesses didn't communicate at all then were rude wnen asked how much longer. We were seated outside in the corner. It was SO loud. The bands were performing way too loudly for the space. Most of us were asking if they could turn the volume down because it was impossible to have a conversation with your own table. Also, most of the patrons on the patio were inebriated and raising voices. It was just uncomfortable.

Our food was prepared well and everyone enjoyed it. My sauce was jerk instead of teriyaki. My server argued it wasn't and sometimes the latter is very spicy. I asked for a different sauce. All of our drinks were empty and she never came back. It took 20 minutes for my plate to return from a manager. We asked for refills and that we wanted dessert. She finally returned when everyone else was done with their meals. We were so tired, uncomfortable with the close seating and unreasonably loud atmosphere that we left without dessert.

We will not return to this location anytime soon. If servers have to yell to take your order and a group cannot converse due to the music and rowdy patrons, management should've noticed and fixed it. Also it's not fair that those who decided to sit at the bar or on the patio for seated first after they decided to move inside because...