Yours Truly Chagrin Falls — Restaurant in Chagrin Falls

This is the worst run restaurant chain I have ever eaten at. See my email below on our experience. I emailed it to the CEO and she never ever called or responded to my email. She does not care about what customers think. We called a number of times to speak with the CEO and she was always “unavailable” and the person answering the phone just laughed at me when I pushed to speak with the CEO. We have been going to this restaurant for over 40 years and it is now a sad representation of what it used to be. Time for a new management team?

We will NEVER be going back to YTR again. Nor will any of our friends. I recommend you don’t go either.

Email:

Dear Dixie,

As a follow on to my email this morning both my wife and I have separately tried to get hold of you to discuss the issue from last night. I just called (2:25 pm) and a lady answered the phone. I asked to speak with you, and she said you were unavailable. Same answer my wife received this morning. I asked if there was any way to get hold of you as we had exchanged emails today. At which she just laughed. I asked her why she laughed, and she said in a condescending voice that “I already told you 3 times she is not available” then she just hung up on me. I was going to ask her to have you call me when you are available. But I did not get a chance.

My wife and I have been coming into YTR for many years. In fact my wife has been going to the Chagrin Falls location for over 45 years. Currently, she probably goes in 3 or 4 times a week when we are not down at our Florida home. She has many friends that come also.

Yesterday lunchtime we just arrived back on an early morning flight from Tampa and came straight into YTR for lunch. Lunch was great and Emma (Bartender) is an excellent host. We were excited as we just returned back so we decided to have a shot of your Pappy bourbon at $150 a shot (we had 1 oz each). With the other couple of drinks we shared our bill came to well over $300.

Around 1.45pm we headed home to South Russell and slept for about 4.5 hours as we had been up since 2am. Once we did some work emails, we decided to come back to YTR for a quick dinner at around 8pm.

When we sat down the bartender instantly asked if we were driving. I thought at the time it was a strange question but did not dwell any further on it. We ordered a glass of wine and some eat-in and take-out food. When we asked for another glass of wine about 30 minutes later the bartender just walked away and came back with the manager on duty.

Basically the manager refused to give us another drink. HONESTLY no clue why. She told me it was in my best interest. I was in no way impaired. As we discussed this further, I told them that they needed to make better judgement calls on customers before calling them out in a public location. A few times the bartender continued to be very sarcastic to me – one time wordsmithing what I said directly to my face. She was a “smart-alec” with us.

Obviously, we paid and left. The bartender could not resist being a smart-alec one more time by condescendingly saying “be sure to drive carefully”.

My wife, as you can imagine, was extremely upset, and did not sleep well last night. She has enjoyed coming to YTR for both personal and business meetings over the years.

Being treated this way is totally unacceptable. Being humiliated like this is unacceptable and when I call to complain getting hung up on and laughed at is unacceptable.

Is this the treatment of customers (especially committed customers) the reflection of how you want your brand to be perceived? Especially as you are the CEO, and the brand is an extension of you.

I am not getting the impression that anyone there is interested in my feedback hence I decided to write...

I have been a Yours Truly customer for decades now. I have eaten at just about every location over the years. I now tend to go to the Chagrin Falls location as it is close to my home. I try to help the local establishments now by ordering takeout. I love Yours Truly's food and it is usually consistently high quality. So why did I give them such a low rating? It's because my last 3+ takeout orders have been an ordeal. When I went to pick up my previous order at the time that they said that it would be ready, they told me that they had just started making my order. I told the manager that I placed my order almost 30 minutes ago and as he looked around, he found it under another name. I placed a takeout order yesterday and it was a pain as well. First, I ordered food for four people along with an appetizer and they tried to stuff the whole thing in one plastic bag. So, when the young girl handed me my order, she warned me that the one handle was already broken. Were they short on bags and couldn't give me a new bag or couldn't place my order in two separate bags to prevent this? Next is the most annoying and consistent problem for me which is they never give me the dipping sauces that I ask for. Order after order I must constantly ask for my dipping sauces when I pick up my food. Yesterday was no exception. I had three items that were supposed to come with dips and only one did and it was the wrong dip. I asked for more for the other items and reluctantly received them with another young lady telling me that they are usually in the small brown paper bag that was in the plastic bag (which they were not). After I arrived home, I realized that I was still short on dipping sauces and they also had not put any salad dressing in the bag either. I had ordered a Caesar salad but had to grab whatever I had in my fridge since they didn't give me any Caesar dressing. Finally, I had ordered two plain cheeseburgers for my kids. I did not ask for pickles yet both containers were loaded with them to the point that the juice had saturated the bottom buns on both sandwiches by the time I had gotten home. Having two kids that hate pickles, I definitely heard about that!

I'm doing my part to try to help out the economy and I am trying to continue to be a customer, but they are making it harder to do. I'm starting to feel like they don't appreciate my business. It is starting to look like it's time to find a new...

When the signs are there follow them!!!! This morning called Yours Truly in Chagrin Falls to place an order. Put on hold for 5 minutes Come to phone to take my order says she can’t hear me. So, I go to the restaurant to place my order Man stops taking my order because a lady spills her coffee Come back and completes my order As I wait, I see other people with their food but where’s mine I see an order a the hostess station, walk over to inquire if the order was mine. It was! Get the order and notice that my burger is not medium rare! No pink in sight. Head to my car, Digg into my food 😩 Not so fries have bacon on them! Call the restaurant shared my experience of the bacon on my fries. I was instructed to bring them back and they’ll make me a new one and refund my money! But I have to bring the other one back. Get to Yours Truly only for the manager to tell me there’s no bacon. Now I know what bacon looks like and taste like. At this time I also share that my burger has no pink in it at ALL! Manager walks away, no acknowledgment in regard to the burger. Receive new Not so fries! Great Back to my car and head home! Only to have more bacon on my fries and paper in my burger!! WHEN THE ORDER SAYS MEDIUM RARE MAKE IT THAT WAY!!! WHEN THE ORDER SAYS NO BACON MAKE IT THAT WAY!!!! YOURS TRULY HAS WASTED 1 hour of my time and $20 of my money!! Moving forward I will pay Attention to the warning sign !!! YOURS TRULY Chagrin Falls...