Champs Sports Grill — Restaurant in Ferguson Township

Quick little review of my experience earlier today at this location. I brought in a group of ten, three tickets had two people on them, the rest were on separate tickets. Upon receiving the food, there was confusion as to who's order was who's. Some of us just ended up settling for the wrong orders because it wasn't worth the confusion, one burger was sent back because it had the wrong kind of cheese on it and it was supposed to be a New Yorker burger and it did not have mushrooms or LTO. They brought it back with the stuff on it, but still with the wrong cheese. The kid just accepted it and moved on, later to find out that it was over cooked. But this was not the worst part. When it came time to check out, the waitress brought the checks and only two of the seven checks were even close to correct. One of the checks had like 90% of the group's drinks on it as they were not dispersed to the other checks. And when the waitress handed the checks to us, she just put them in a stack for us to figure out who's was who's, rather than keeping up with that like any decent server would. Also several of the burgers were different names than the ones that were ordered, causing all kinds of confusion. So we waited for the waitress to return, which took nearly TEN MINUTES and she had to take all seven of the checks back and fix them. Then she brought them back and they still had errors. Tried charging us for two or three drinks that were not ordered. Then nearly charged double for one of the tickets after it was already paid in cash. Overall, just dealing with the checks probably took 40 minutes. I know of young children that could keep track of orders better. BUT WAIT, there's more. The manager came up in the middle of the fiasco because he had to fix something that the waitress could not figure out and I never got a single apology or any offer to help out with a discount for this massive inconvenience. And to top it off, they had the nerve to add an EIGHTEEN PERCENT GRATUITY!! By the time it was finally finished, I told the manager that I have spent less time at car dealerships working a deal than this took, and he still had nothing to say. Unbelievable, and to think I really talked this place up to the group on the way there. WILL NOT...

I wrote the following email to management and got no response. Spare yourself the frustration and go somewhere else.....

Champs Management,

I am writing to let you know about an extremely poor customer service/management experience on Saturday night. My two friends and I went to champs after the PSU hockey game. We sat at a high top table in the bar area. There were (maybe) ten other customers in the bar area when we arrived. We waited 5-6 minutes before being greeted and our orders taken (after asking for menus and the return of our waitress). We each ordered a beer and a shared dozen wings. About 5-6 minutes later, my friends' beer came. Mine did not. Then, our wings came. Over 20 minutes after I ordered my beer, the waitress said, let me check on your beer for you. I said thanks. She can back about 4-5 minutes later and said "Sorry, they had to change the keg!". I said, "Ok, I assume this beer will be free!". She said, I will need to check with manager. She informed the manager (Jonathon). He came to the table and stated that he couldn't "comp" me a beer because the keg was being changed. I said, "you have 45 beers on tap. You couldn't come over and tell me that there was going to be a delay or ask me to make another selection instead of making me wait over 20 minutes for a beer.". He said sorry I am not going to com your beer." I said, no problem. Take the beer. I don't want it." (For the record, It doesn't take 25 minutes to change a keg) Due to the poor service, Champ's lost out on the guaranteed sale of additional beer my friends and I would have purchased. Additionally, the experience really makes me wonder what kind of value Champ's places on customer service and satisfaction. By the employee actions described above, how would you or Scott (the owner) rate employee performance?

Concerned customer,

Mark

Not even a simple response from the management team saying, "Sorry, we will try to do better.". Nothing. Go...

Well, I can't really be an lower than a 1-Star rating (Google does not allow 0-Star ratings) after visiting Champs Sports Grill this afternoon.

My wife, son and myself arrived during the first wave of NFL games, so we knew it would be busy and had to wait quite awhile for our order to come...but that just made us all the hungrier! Started eating, and after just a few minutes, my 22 year old son (who had ordered the same sandwich as me) asked "Hey, does your sandwich have crawling bugs on it?" Needless to say, we were horrified when he pointed down at his plate and there were some maggots crawling around his food! Both my wife and I immediately lost our appetites and pushed away our plates.

Got our waitress' attention, showed her the critters, she was as appalled as we were...she got a manager to come over. The manager really didn't get too worked up about things, simply said they're sorry, took the plate and walked off. Got our check and the waitress told us the manager had taken the meal off the ticket....just the one that we noticed the maggots on, not the other two meals we hadn't taken the time to search for maggots in, we just didn't finish, had no appetite at that point.

I thought that was really classless of them (so a $14 meal was their "Oh, that's our bad...maggots are only the daily special on Friday." attitude.} Paid the balance, tipped the waitress 25%, and on the way out sarcastically "Thanked" the managers for comping 1 meal, asking would it have been too much to comp my wife's and my meal???? Anyways, female manager got all snooty and just kept saying "Your Welcome! Your Welcome!" as I departed.

I'll be calling the Centre County/State College Health Department tomorrow...have no idea if anything will ever happen, but I know I'll never set foot in Champs Sports...