Quaker Steak & Lube — Restaurant in Columbus

What a mess of an establishment. My parents placed a family order online, was having issues with placing the order and ended up having to place 2 separate orders. One of the orders was accidentally duplicated which was fine, didn’t mind the extra food, didn’t care about the extra $70 charge (thinking we had already been charged for it) and didn’t care to mess with having issues about it. Got there and the girl at the window was very nice, but confused. Apparently the payment for the duplicate order had not actually gone through. No problem- paid with my own personal card right there as she told me the food had already been made. Turns out the food had not already been made and they said it would be another 15-20 minute wait for the extra order. At this point I had been there at the window for going on 15 mins and did not want to wait any longer for an order that we never even meant to place and just wanted to take my initial order and leave. I asked them if the extra payment I just made would be refunded and the male manager who was there (who was also very nice) said he would just cancel the payment. OK great. I wait a few days and still see the charge on my account. I called and spoke with a female manager, I told her the story and gave her the details and she said she would call me back in 30 mins. She did not. two more days go by and I call yet again as the charge is still on my card. She said that she looked up the information and she said my charge was legitimate and they would not issue a refund. I told her the charge I had paid for the duplicate order was still on my card in my bank statement, and that I never actually got the order. She then, only after cutting me off and interrupting me multiple times, told me to bring in my bank statements from both cards in to the location so she could see them. At this point I’m appalled that this woman has any sort of management title with these customer service skills and I agree to drive all the way back down there to bring her my bank statement. I then thought to ask my mom to check hers and it turns out they had refunded the wrong card, they refunded the charge to my moms card that was used to place the online order instead of mine that I had paid for the duplicate order in person. Which ultimately was also fine as at the end of the day I just wanted to make sure we were not charged for food we did not receive. It’s bazaar to me that they could not tell which card the refund was processed to, it should have been as simple as her telling me the charge was refunded to the other card on the order and it would have been fine. Instead she treated me like a liar and a thief trying to get some free food and charges removed? Over $70???? Which turned out to merely be a misunderstanding in what was very clearly a mixup and sloppy situation from the very beginning. This was my first time visiting this place and I will actively avoid it and persuade others to do so as well after this experience as I do not support businesses run by rude...

I had ordered the Mac n cheese and tenders meal without realizing that the ranch was buffalo based which I just simply don’t like. The waitress was super understanding and very kind about the entire situation and got a new order placed for me and volunteered for her to have the Mac n cheese taken off of my bill. She walked away and was extremely sweet to us and made sure we were taken care of. A few minutes later the manager, misty, came up to our table and asked me if there was anything wrong with the food. I explained to her that it was my bad and I just didn’t realized what I ordered. She snapped back at me stating that she’s only going to give us half off on the meal and got an attitude with us. We stated that we had never asked for them to take it off of our bill and she acted like she was annoyed and that it was such an inconvenience that she was asked to do that and that she “wanted to state again” that she’d only take half of the bill off. And we explained that it wasn’t us who asked for it for the second time and that it was offered to us and that we weren’t worried about the bill. And she said “ok” and stormed off. This upset us a lot so we ended up canceling the second order and asking for the bill. At this point the waitress came up and explained that she had witnessed this interaction with mitsy and apologized profusely to us about the entire situation and explained that she had in fact offered to take the mac n cheese off and just wanted to know if she could do that. She said that the manager had told her that the reason we canceled our burger is because she wouldn’t take the whole mac n cheese off and would only do half. Which is not the case at all. It’s because of the way she approached us and treated us making it seem like we were in the wrong and like we were such a nuisance to her. I’d give 5 stars because our waitress was absolutely amazing but 1 star because the over all experience was horrible. I personally work in customer service as an manager and I would never attack the customer without knowing the full situation and getting clarity...

My husband & I recently visited Quaker Steak and Lube ( Columbus, Ohio) July 20, 2024. He wanted me to experience what he and his biker buddies had raved so much about. I was extremely excited in anticipation for what I thought would blow my taste buds. Unfortunately, our experience was far from satisfactory.

Upon arriving, the ambiance seemed pleasant, but things quickly went downhill. Our waitress consistently got our order wrong. Despite several attempts to clarify, the mistakes continued. So, we sent all of my husband’s food back. He simply lost his appetite.

The most frustrating part of the evening was when an item that we didn't eat was mistakenly included on the receipt. We politely asked for it to be removed, but the manager flatly refused. We tried several times to address issues with our order, he was unwilling to listen and dismissed our concerns outright. Implying that we an aged couple was trying to not pay our bill.

I asked him several times to please lower his voice as he was drawing attention from the other customers. At this time we were the only African American family seated in the area. All eyes were on US!

This level of inflexibility and poor customer service from The Guest Service Manager ( D. L.) was extremely rude and condescending from the start. The Guest Services Manager D.L.’s attitude made the entire dining experience very uncomfortable.

Instead of leaving this establishment feeling as though every customer truly is valued we left dejected.

In summary, Quaker Steak and Lube needs to seriously reconsider their approach to customer service. The combination of a condescending manager, consistent order errors, and refusal to address valid concerns made for a very negative experience. I cannot recommend this restaurant based...