Preston's: A Burger Joint — Restaurant in Columbus

EDIT: I just edited my review from three stars to one star because the management of Prestons after having my review for months, never once responded to my initial review. I feel a restaurant that is managed well should take the time to respond to customers concerns, ESPECIALLY if that customer took the time to give them feedback. Because I received no feedback I changed my review. Here is my initial review:

I am giving this review as to a hope the owners will address some of the issues that I feel could make this place better. I will start with the most annoying aspect, which is the QR ordering system at the table. As we sat ourselves we were forced to order and pay for our meal using their QR code system. There are a number of issues about this. First, I wanted to enjoy the conversation with the other parties that joined me. Instead, we were forced to look up the menus on our phone and navigate the menu system like we were ordering door dash. Since I was getting the bill, this meant that I had to pass my phone around to the other parties in my group where they each had to place their individual order thus having to pass it back to me to complete for payment. I wanted to enjoy the conversation but the first 5-10 minutes were having to be forced to navigate this system. Speaking of the QR menu, it lacked additional information. For example, my daughter wanted to order the chicken sandwich but didn't know how the chicken was prepared. All the description did was list the ingredients, not how the chicken was prepared. We finally had to ask one of the four employees standing around (they could be used as wait staff and you can pitch the QR system) about how the chicken was prepared and she referred us to the menu board on the far wall that is so poorly lit you cannot read the descriptions there either. I ordered a beer, but had no idea what brewery it was from, a description, or the ABV. When I tried to find more info all I was presented with was an even fuzzier picture of the beer. The lighting in this place is so dim and horrible, and the frosted front door gives the appearance that it is closed. Want water? I asked for it in the QR app when I ordered, only to have to be told that there was a water station in the corner, which again isn't conducive to enjoying the company you are with because you have to get up and serve yourself, while watching their staff stand around. The absence of customers during dinner times, leads me to believe the execution of their customer experience is lacking. To be honest the burger was absolutely great! I thought it was very delicious and enjoyed it. I have seen previous North Market restaurants such as Little Eater do well in that concept, but when they try and make the jump to a sit down restaurant fail miserably. They are two completely different types of experiences. Ordering and paying from a QR code while walking around the North Market is fine, but if you are going to open and act like a sit down restaurant it fails miserably. A second beer would have been great too, but who wants to have to go through the QR process again just to get another beer. That translates into lost sales. Do yourself a favor and if you want to eat here, order it on door dash or uber eats, as I think you will find the dine in experience annoying...

When looking for a good burger in Columbus Prestons came up almost everytime. I decided to add it to my dinner plans.

When I arrived the space was smaller than expected but felt perfect. We grabbed a table and ordered with the QR code for ease. Then we decided to move outside so I went to the register and let the female know we had moved and added some max and cheese.

She was very friendly and helpful. She explained the Mac and cheese might be out a few minutes after but would follow quickly after the burgers.

The food arrive hot and came out quick considering it was pretty much a full house.

We ordered the pastrami bacon double which had the perfect smash burger crispiness and paired well with the bacon and sauce.

We also ordered the spicy boi chicken sandwich, which was very crispy, juicy, and had a generous amount of pimento cheese on top.

Then came the Mac and cheese which was cheesy, hot, and a good texture. The noodles weren’t over cooked and it all worked. My only complaint was it lacked a little salt. But I added a packet mixed it and it went over the top.

The fries were standard as expected. Hot, crispy, and enjoyable. Nothing crazy but fresh which is important.

Oh and the hot dog. She’s a THICK one for sure. At least 1/4 pounder. Not those skimp Oscar Mayer wienies.

Over all great customer service, hot and fresh food, and a nice space!! Would...

Devil's advocate here.. I was excited to try Preston's as I've heard great things about the burgers on online publications.. my initial interaction with the business was poor thanks to Ellie! I called to place an order for pick up. I had no idea they didn't take orders via phone. I'm no Karen, so that wouldn't have been a problem. HOWEVER, for some reason Ellie wanted to fight with me over the phone when all I wanted to know was how to order. I was trying to confirm if it was okay to order inside, as she only mentioned that I could order via online or door dash. Instead of basic customer service, I was met with a snarky attitude. I won't charge this to her heart as I don't know what she was going through. HOWEVER, there is a wrong and a right way to speak to people. Delivery is customer service 101 girl. You never know what someone is going through and kindness is free. I pray in this crazy world that she finds peace and doesn't elicit more problems, as you get back what you put out my love. I will be back, as I am a burger CONNOISSER, and sincerely want to try it. For now I'll try to overlook Ellie's unprofessional behavior and take Tony's(general manager) word that her name is actually Ellie, and give the business a second chance in the future. Review...