Dilly's Drive In — Restaurant in Cuyahoga Falls

I called Dilly’s at 5:58 p.m. on Wednesday February 3rd to place an order, a young lady answered the phone to take my order. I gave her my order, 6 double cheeseburgers, 5 milk shakes, 1 BLT, 1 Shrimp Dinner + Applesauce, 1 Chicken Tender Dinner + Applesauce, 3 Onion Rings, 3 French Fries Totaling $67.35. I asked her to read the order back to me and she did, I then for triple redundancy read it back to her. I asked when the order would be ready and she stated 15-20 minutes, I said thank you. I sent my children to pickup the order with the list of food and the total, they arrived at 6:20. At about 6:22 a girl came out and the children stated they were there for pickup. They gave her our name and she went inside and came back out and stated we had to pay for the order first before it was made. WHAT, why Call Ahead Ordering Then? They paid at 6:25 p.m. and our order was ready at 6:45 p.m., 25 minutes late, remember it should have been ready by 6:20. The order total was $78.65 which was $11.30 more than it was supposed to be, my children didn’t catch this mistake as they assumed everything was the way it was supposed to be. I called Dilly’s and spoke to the girl on the phone to let he know she over charged me $11.30, she asked “Exactly, what did I overcharge you on”. I giggled and said, “I have know Idea as your receipt is not itemized” I went over the order, I went over the pricing with her, in the background I heard “Don’t let them lie to you, they always try to lie”. He picked up the phone and right away stated my parking lot is full, I do not have time for this, what can I do for you. I will not bother writing in detail about the next 5 minutes beratement from the Dilly’s Manager as it was brutalizing. The customer service from Dilly’s was hands down the worst service I have ever received in my life and I have travelled over 30 countries and eaten in some seriously questionable places. We later found out that they gave us 2 extra cheeseburgers which would have made up for an extra $5.50, the girl who took the order was incompetent as so was the manager. We hardly ever stoop to fast food, but we were hoping Dilly’s would be a higher-class fast food. Well, the service was so bad I gave the entire order to our dogs and took the family out to a restaurant. What we learned about Dilly’s fast food establishment is don’t expect much as this facility is run by careless teenagers who claim to own the place. It’s not about the $78.65, it’s about the 1 hour of wasted time and the out of control ridiculously poor customer service. I am all about promoting local business but not this one, maybe this is why the parking lot is...

It's always a pleasure to frequent a familiar independent Restaurant. Kuddo's to the owners for keeping the Drive-in alive. Perfection in every aspect. Car service by a Courteous and pleasant young lady. The feel made for another experience lost today. Customer service with a smile and kind words. Thank you for making my beautiful sunny Sunday Afternoon brighter. I had the Dilly Triple Burger, so good. This is a Sunday Special, and also the Strawberry Shake also special on Sundays. Add a Order of Fries and dine in your vehicle like days gone by. If you haven't had the Drive-in experience lately take the time to enjoy this one. Dilly's is a treasure to keep! Frequent your independent and keep them alive. October 11, 2020....

Horrible customer service. Placed an order did not get what was ordered went back with the food that was wrong was told could not get refund because it was part of a larger order. Was told I could get credit but since everytime we order a to go order it is wrong we wont be ordering again. So they do not fix their errors. If I am paying for something I expect for it to be right. Mistakes happen I get that but you got to be willing to fix the mistake aka refund for orders not done correctly. They have lost several orders a week since my department at work ordereda several times month....always something...