Over the Cuse Deli and Grill — Restaurant in City of Syracuse

I saw how many great reviews this place had so , for me, being a Syracuse native who tries to review every Syracuse place I can, I made an order. 3 smash burger combo for me and a smash burger salad for the wife would do for a quick lunch on Wednesday. She left her Usherwood hub and headed to the storefront when the text came in our food was ready. She arrived, gave them our order number, and was handed a bag with our receipt stapled to it so she left and drove to our home in Camillus for our lunch together.

We had about 20 minutes to enjoy our food but when we opened the bag there was only this lamb gyro. Neither of us like lamb so we called and they asked if we wanted them to make the food again or get a credit. We kindly replied credit since there was no way we could do the rounds again that day.

Still excited to try for the first time we called Saturday evening 9/6 around 4pm to get our makeup order. The staff was confused and had no recollection of us, our order, or the mistakes that were made prior. After some back and forth I was able to provide my order number through our old receipt and they offered the re make and told us 15 minutes for pickup. We started to head out and were notified the food was ready during our ride over.

When we arrived there for the second time to pick up our order I was handed a bag that seemed light again. After opening the bag I realized it was just the salad, no burgers. After notifying the ladies at the bag counter they started yelling over at the cooks for not making the food. The cooks looked like they had no idea what was going on so at this point I’m directed to sit and wait while they make it! The whole idea was to order food that was prepaid for an easy pick up. Not come back and forth 2x just to have to wait when we get there anyway. Words can’t describe how frustrating this was.

With a smile on my face I waited and after a decent wait they made my missing food, kindly offered 2 extra sauces as compensation for having to wait, and apologized for the misunderstanding. 2 sauces wow thanks a million lol that kind of felt like a slap in the face. We wanted to make a great review, we really did, but this was nothing but stressful from beginning to end. At the end of the day, the food was decent, the Cajun fries were great, and the sauce WAS good. The parking is very busy, it’s located in an awkward spot, and the restaurant is normally thumping with customers. I just can’t get behind how they handled their...

I have ordered here multiple times , giving it a chance before I wrote a review. Each time I have had a variety of experiences.

The food is delicious-- more so if they get your order correct . I keep going back however to be honest they aren't perfect though so check your food to make sure it is what you asked for . 1st time, my fiance ordered a chicken Philly, they usually put queso cheese on top, we specifically (in person) asked if they had cheddar instead, the lady answered yes but still put the queso on. Total disappointment but we let it go. My chicken over rice was fine that day..

Next time, we got a cold sub. The boars head was great ! However I asked if they could heat my turkey and Cheddar up before putting it on the sandwich, and i watched him make the entire sandwich ( at this time I didn't know he was making my order) and put it on a panini grill while there was lettuce on it 🙃- no Bueno.

My third try was breakfast. Online order. I order the steak egg and cheese. I put please well done but juicy, also please add Cheddar not american. I made sure to say please because I don't want to sound demanding , I also ordered a haddock sandwich for someone else at the same time . I did also tip them - However, my steak egg and cheese was a STEAKUM 🤨, with AMERICAN CHEESE. I was so hungry I ate 1 half and threw the other side out but I should've went back and got what I needed. However I was busy and couldn't do that. I trusted that they would read the notes but didn't clearly-- this is why people don't want to tip. Also the haddock sandwich had no haddock ! It was all breading.. maybe we got a bad piece of fish but it also wasn't crispy as if they didn't allow the oil to heat up enough (to be fair it was 1145 am) but still . .

I was going to go in there and go wild but instead an honest review will affect them...

This was one of the worst experiences I’ve ever had at a food establishment. I had placed an order in advance expecting a smooth pickup, especially since I was on a tight schedule. When I arrived, not only was my food not ready—it wasn’t even acknowledged. The staff showed no sense of urgency, no willingness to help, and absolutely no accountability.

What made the situation even worse was their reaction when I asked about my order. Instead of apologizing or checking the system to resolve the issue, they threatened to check the security cameras—implying I was either mistaken or lying. I was shocked. I was clearly in a rush, and instead of helping me get the food I had paid for, they made the situation more difficult, more confrontational, and ultimately wasted my time.

I left without my food, completely disappointed and frustrated. This level of service is completely unacceptable for any business—especially one in the food industry where accuracy, timeliness, and customer care are essential. I won’t be returning, and I’d strongly advise others to think twice before choosing this place. There are plenty of better options nearby where customers are treated with...