Rascal House — Restaurant in Cleveland

UPDATE: Collin reached out exactly as he said he would and we discussed everything. He was very apologetic and has taken steps to make it right. I accept his explanation of what happened because things happen and people are human. And, as I promised Collin, I am upgrading my review because of the levels of customer service I have received every time there has been an issue. Also, as opposed to my original review, I am going to give them another chance. I am hoping that all goes well because, through everything, the food was very good.

ORIGINAL REVIEW: I can't speak for other locations since I haven't really had Rascal House in years. I always liked it back when there was a location on Rockside Rd. Unfortunately, a couple weeks ago I decided to order from the University Circle location because it is the closest to my work. Typically, I give places the benefit of the doubt. Especially when I order around lunchtime. The reason I say unfortunately is because I tried again today thinking the last time was a fluke... So, please allow me to explain. I frequently order lunch for myself and co-workers. On both of these occasions, I ordered two meals. The first time I ordered a chicken tender meal, a wrap, 2 orders of waffle fries, and some cookies. First thing when I opened the bag, shorted an order of fries. I called and they were very apologetic and offered to send the replacement out right away. Everything else looked good. Delivered the coworker's food to her and took mine to my office. Opened my wrap, and it was entirely wrong. In fact, it was so wrong that it didn't even match one that was on their menu. Mine was supposed to be the Roman (like an Italian sub), but what I found in the bag was just chicken, lettuce, cucumber, and ranch. I called back again and explained. The same guy had answered the phone which made the explanation a lot easier. But, again, he said that he would replace it and sent the correct sandwich with the forgotten order of fries. I MUST SAY THAT THE REPLACEMENT FOOD RETURNED ALMOST A FAST AS A JIMMY JOHNS COMMERCIAL. Once it was all squared away, the food was good. SO... that brings me to today.. Gotta let them have a second chance because the first one was just a fluke. Right? Well, Fool me twice I suppose.. This time, two orders of chicken tenders, 1 order of waffle fries, and a triple chocolate brownie. "Pretty simple this time!", I thought... "They will never get this wrong!" Well.. The chicken tenders were right.. and there was only one order of fries.. But I have never had a triple chocolate brownie that was striped with brownie and chocolate chip cookie on a coconut base.. I would assume this is the tiger stripe brownie that they offer on the menu... It was extremely delicious, nonetheless. The one other complaint that I would have about today's order is that it seems, from my fry cook days of my youth, that they are in desperate need of changing the oil in their fryer... Nothing from today's order garnered a call to the shop because it was all still edible and at least in the ballpark of being right. But still, I am pretty sure University circle has gotten their last order from me.. I tipped both times and had to deal with these shenanigans anyway.. Good luck if you need some Rascal House. I hope your experience is better than both of mine... Nowadays, too many other places deliver to rely on an old reputation.. Gotta step it up Rascal House. Please enjoy the photo of my "Triple...

I work near by and a group of us ordered sandwiches. We all got the philly sandwiches which come with cheese. I asked for extra cheese so when our order was delivered with no cheese on any of the sandwiches but one I was confused because even if they forgot the extra cheese (which cost extra) I would’ve had the regular amount which would’ve been fine. So when I called to either get my money back on my card or the right thing the first guy said it had cheese then put me on hold. A woman then got on the phone and said “I’m the one who made your sandwiches and I’m also the manager and I know for a fact that those sandwiches had cheese.” I then explained that I was at work and I wouldn’t take a break to call her to lie about cheese. We went back and forth because she swore I was lying. She put me on hold and a third person that also introduced himself as a manager picked up and asked what happened. I explained and he said “so do you want me to remake them???” (With an attitude) I said yes and we hung up. When the delivery guy got here we stood in the cold rain while he opened up the first order of sandwiches and dug through them trying to find the cheese that wasn’t there. When he saw that there was no cheese he gave me the new sandwiches and didn’t even apologize for making me out to be a liar. We use to order from here a lot because it’s close, good, and open late. Not anymore. Who argues with customers and makes them feel like their lying about something so minuscule???... This place has...

I refuse to believe what I ate here was actually pizza. The burgers are only somewhat better. I have returned several times in what must be disbelief, and found absolutely no improvement in their main dish. May god have mercy on the soul of whoever decided to make their pizza the way it is made. I blame the sauce, I think, but it's hard to express just how much this tastes like the pizza they served at my middle school. But they're open at 2AM, and I guess that's not nothing. EDIT: Bumped to three stars because the owner is clearly a cool dude. I stand by every word of my review, but I can always respect good customer service and I certainly appreciate a chill response. EDIT 2: I think maybe I just don't like how the Midwest does pizza. I prefer New England thin crust, and Chicago deep dish can be fine, but this pizza in the middle just really isn't my speed. So I guess my final word is that though locals may like it,...