Lucky's Steakhouse — Restaurant in Fenton

Very disappoointed in the customer service that I was provided this evening by Lucky's to go specialist and a gentleman I believe who was the manager. I called and placed a to go order at 6:50pm to be told it would be ready in 25mins so I arrived at Lucky's by 7:20pm. Walked in the door to 3 young ladies behind the hostess stand. empty wait area and was not greeted at all. Once I approached them I informed them I was there to pick up my order. All 3 looked behind themselves to the to go shelf to reply it was not ready yet. They did not offer to go check on my order until 8 minutes after arriving. The to go lady came out to say she did not have an order for me and was I sure I called the correct number. I advised her that I had called the right number as I have them saved in my phone since I order almost weekly from the restaurant. She proceeded to state once again she did not have an order for me and that she had not received a call for a to go order since 6:50 pm and I mostly likely called the wrong number. However, she did offer to take my order and I would have to wait another 20 minutes til the food to be made. As she grabbed her pad to take my order, to her surprise there it was on the top of the page. She went to the back I'm assuming at this point to put my order in to have made, while another hostess came out to have me pay for my order of over $50.00. I asked this young lady how long would it take and she said 20 minutes, which I replied with so I have to wait 50 mins for my food that never got put in the system, but made to feel as if it was my fault and called wrong restaurant. The genetleman standing there who I assume was the manager heard this and asked what name was my order placed under. Ten minutes later the to go lady came out and handed me my bag of food. Not once in this whole time was an apology made by the to go lady or manager. What kind of customer service is that?!?!? Make the customer feel like everything is their fault and once you realize it's not, there is no apology, no offer of a discount of the order, gift card towards their next order or how about offering the customer to sit in the bar and buy them a drink while they wait. I have been in the hospitality business for over 30 years and I understand mistakes happen, but atleast take ownership of the mistake and try to rectify it with the customer with a...

Went last night, waited 10 minutes at the hostess table (which was not even staffed) just to find out if there was a wait for a table (should have tipped me off but I had heard great things about Lucky's and wanted to try it). Was told the wait would be 15 minutes for 4 people. At the same time, the manager told someone else in our party there was no wait, and seated us right away....great! Then we waited a full 30 minutes at the table while no one ever greeted us, no water provided...while 3-4 servers stood around doing nothing. I asked why no one had waited on us yet and was told they'd "look into it". About 5 minutes later a server (who had already waited on two tables that came in AFTER us) came up to us and said "sorry, I'm brand new and haven't had much training, but I'll be right with you!". Another 10 minutes go by, and nothing, so I asked a server about seeing the manager. She said sure, walked away and I followed her, thinking she was taking me to the manager. She spins arounds and snaps "Sit down, I'll get the manager!" Another five minutes goes by and the manager (same one who seated us 45 minutes earlier!) comes up and apoligizes profusely, but at that point I had it and didn't trust they'd ever get to us seeing as it had been almost an hour already. They really need to improve their training and pay closer attention to who's been waiting the longest. Very poor experience and I will...

Highly do NOT recommend!! I don’t often eat here, but I went for a memorial to honor a friend who had taken her own life. Everything was going fine until the waitress serving the table behind me spilled milk down my right pant leg soaking my right pant leg, sock, and SEUDE Boot, milk of all things, couldn’t have been water…. I was super polite to the waitress because accidents happen, but she acted like it was no big deal and would just clean the floors. I sat the entire dinner with my shoe off because I was so uncomfortable being soaked. And when I asked my waitress to speak to the manager, and showed her my clearly ruined boot, she said “I don’t need to see it”, and the manager never even came out to apologize or offer me a free meal or even a dessert, my waitress just took down my name and number for “credit” on my next visit….. AS IF! I was already grieving being there for the memorial, but then having literally NONE of the staff even care, and my favorite boots, the one side that got soaked lost all of its suede fuzz and I’m so so so upset. I will never be going back here unless they get a new manager, because this is absolutely unacceptable. Accidents happen, but your response to it means everything, I would have been happy to just get an “I’m so sorry”…. But I didn’t even get that. The food was good but not good enough to endure the...