CityBird Tenders OTR — Restaurant in Cincinnati

Edit: I called and had a chat with the general manager and she completely rectified the problem. Was very kind and told me that this business doesn't stand for behavior like this and that the employees involved would be retrained. Thanks so much for following up with thoughtful customer service!

I called my order in today at 12:30 for just A simple spicy sandwich. The server Dee ' Monta took my order, told me the time, 5 minutes, and I came 20 minutes after that time.

When I arrived, my order was not placed. He told me he couldn't hear me on the phone and even though I told him what I wanted and reconfirmed, he never placed the order 🙃

Did he offer me a free lemonade, a bonus chicken tender, a fry, a coupon, a discount? No. He blames not being able to hear me, on me. There was never a time when he told me that he couldn't hear me, or that it was hard to hear. So although I called my order in early because I knew I would be in a time crunch, I still had to wait.

The kicker, and the reason I'm writing this is when I asked to speak to the manager, he stopped looking at me, clearly annoyed, says "oh my God", looked at the next person and asked what they wanted to order🤯

I know working in food is hard, and you usually have to deal with less than friendly people, so I usually don't write anything if things don't go 100% fine. But this was the rudest I've ever been treated in a restaurant.

The food is delicious, the fries are scrumptious, but I will definitely not be back to this location. I've had numerous problems in the past with this location similar to this in terms of surprisingly really low quality customer service....

I took my 6 year old daughter here before an FC Cincinnati game. It started out poorly when the cashier rang up more food than I ordered and I was told they couldn't fix it or credit it back to me. I have never heard of an establishment that takes credit cards that refuses to fix their own acknowledged fault. We then got our food, I added the "make it a meal" for my daughter which adds a Kinder egg and drink. When we opened the box there was no egg. I went back in and was told they were out. Again, very poor that they didn't even tell me and just expected me to not check. Not sure what I paid the extra for or why they sold it, but now I know why they dont give credits.... they take the money and use that policy to rake you. The tenders came with half the breading missing from most of the tenders making them more like seasoned grilled chicken. The fries were not cooked long enough and were soaked with oil. When a 6 yr old doesnt eat french fries, you know they are bad. I have written very few reviews but this experience was enough to make me voice my opinion. This was enough to ruin me from ever trying this establishment again or their neighbor "The Eagle" which is owned by the same ownership group.

Edit 10/4/2021. A representative named Elizabeth contacted me on the above issues and was very cordial and apologetic. I plan to eat there again in the next few weeks to evaluate if the experience is different. I will give high praise to Elizabeth for her promptness...

To say I am appalled is an understatement. This was my first time visiting this location and probably my last. I am beyond disappointed with the customer service. I placed an online order for pickup Wednesday evening (10/13) and when I went home, I was missing a burger. I work in the service industry, and I am very understanding when it comes to mistakes- it happens! I called the OTR phone number to twice to get the issue resolved, but the phone rang for at least five minutes with no answer. Since nobody answered, I decided to drive back to the OTR location to get my missing item.

On my second trip to the restaurant, I was treated beyond poorly. I stood for minutes and was not greeted. When the cashier finally greeted me, she was rude and unattentive. There was no apology for the mistake, and her tone was exceptionally ill-mannered. I waited for my burger to be remade only for her to hand it to me cold. While I was rebagging my food, my bag broke and the cashier watched me pick up my boxes from the floor with no comment. She didn't even offer me a new takeout bag- I had to ask for it! To make matters worse, I had added gratuity to my order before picking up. I wish I had not.

The is by far the worst customer service I have ever received- I am so disappointed. I am generally very forgiving of mistakes, but this was just unacceptable. Citybird should reassess its employee training/policies and demand workers to treat customers with...