Matt's Lake Street Grill & Pizzeria — Restaurant in Higgins Township

Breakfast was delicious and affordable everytime I've eaten breakfast in the restaurant.

Unfortunately, on 5-3-20, I ordered food for myself and kids and a minor incident turned into one of the worst management/customer service experiences I've ever had to deal with from a restaurant.

It started off with a call to the restaurant. I asked if there was an app I could use to order and the lady on the phone referred me to Toast Takeout. I thanked her and downloaded the app. While placing my order in the app, I selected 2 Mac and Cheese Burgers (one without bacon) and a Texas Tangler (adding lettuce, tomato and subtracting cheese.) When I attempted to submit my order it said the kitchen was closed and would not let me order.

So, I called the restaurant to verify they were closed. The same lady assured me they were not and I had enough time to place my order and have it delivered. I placed the order and had to correct the bacon part of the order a few times. Now, the nice lady verified the bacon issue of the order, (of which the mac and cheeseburger seemed to be the only confusing part) and I confirmed that only one mac and cheeseburger should have bacon on it.

The call went well, and the delivery was timely and the driver very friendly. When we realized the mistakes, (no bacon on any burger except the Texas tangler) I promptly called the restaurant which was no longer preparing food for the night. I told them the error and that the ticket looked correct, but I understood that it was the end of the night and mistakes happen. (Especially when so close to closing.)

I was passed over to Les who said that he wasn't actually working, but was at the restaurant because they got busy. I explained the situation again. He told me that he would have the manager on duty the next day contact me to resolve the issue. This was odd, but given that they were already done preparing for four the night, I said that would be fine and prepared dinner myself.

The next day, I recieved a call from the female manager (I forgot her name.) After explaining the situation a third time, she started that she had to talk to her manager and would get back to me later that day. I didn't recieve a return call that day (the 5-4-20.) I waited until 6:45 (15 minutes before the kitchen closed) on 5-5-20 before deciding to call them myself.

I was again given over to Les who was giving me attitude and treating me like I was wrong for even raising an issue. Then he asked me, "What do you want or if this?" I said, "I just want it made right." He snapped back with, "So you want your whole order for free?!" I replied, "of course not, i just want the burgers that were made wrong made right."

He then proceeded to argue with me about who's fault it was that bacon was on the Tangler. It is very likely that there was a break down in communication over that particular burger. I may not have been as clear speaking as I would have liked when I ordered, or as clear thinking given the complications placing the order. Again, mistakes happen.

However, even simply trying to get one burger made right took me having to jump through a bunch of good and hassle, just to get treated terribly by management. I decided by the end of his attitude- laden monologue that it was not worth it to have to deal with him again, and asked for a refund. Les said that he would have to ask Matt. I told him to do so and call me back. On 5-6-20 I was offered a replacement burger, by a more professionally spoken Les.

It is a shame that a small town business has such a terrible idea of customer service.

UPDATE: I called on 5/13/20 to accept the offer of a burger replacement. I was given to Les, who briefly expressed his displeasure at this review, then okayed the staff to issue a replacement burger. I also ordered an additional burger and fries. Aside from my brief conversation with Les, everything went perfectly. I hope he is reading this. Les, you are the problem. Fix your customer service approach or please seek a different line of work. This place should be 4-5...

It truly pains me to write this, especially since this has been my go-to spot for the last 4 years that I’ve lived in Roscommon, but after the past few visits I feel I must do my due diligence and share my frustrations.

The last few times I’ve ordered from Matt’s, (via the Local by Toast app) it almost always tells me a half hour before my food will be ready. I could almost always set my watch to it, shown up, and low and behold my food is ready. And the last few times it’s taken far longer than what the app has estimated.

For clarity, it’s in no way lost on me that the summer months are always busier. Please keep in mind I’ve been ordering from here for 4 years, so I’ve gotten used to the ebb and flow of how this establishment operates.

But tonight was disappointing to say the least. I ordered my food prior to leaving work and couldn’t help but notice it was a 40 minute wait this time. No worries, I think to myself. Plenty of time to coordinate my plans. So I show promptly 40 minutes later and am not only not greeted, but I wasn’t even acknowledged until I approached the front desk (minutes later) to ask if my order was ready.

I gave them my name, after which the young lady kindly went into the back to check on my order. She then emerged a couple of minutes later… and never acknowledged me again. Taken aback by this, minutes later I ask another server if she could check on my order and let me know how long it will be. (At this point it’s past 6 o’clock and my order was supposed to be ready by 5:40 according to the app). The 2nd server promptly disappears into the back to check on my order, reappears a couple of minutes later, and also doesn’t even acknowledge me.

For context, I will confidently say I was in no way rude nor short with anyone on staff. Not from the minute I walked in, to the point when my food was finally handed to me, as I’m sure the camera footage can attest to.

When I got the food home, I was also disappointed to find the pizza was over cooked, which I’ll say has never been an issue. I don’t know if there’s new staff, cooks, etc. or what the issue may be. But what disappoints me is that now I’ll be second-guessing ordering from Matt’s due to the last few...

Quite literally the worst service I’ve experienced in my life. Fred’s had a long wait, so we tried this place out. We should’ve waited for Fred’s. This is the entire timeline of our dining experience: We waited over 10 minutes to be greeted by our waitress after being seated. When our waitress arrived, she said “sorry about that,” with a straight face then immediately asked what we wanted to drink. We asked for waters. Several minutes later she came back to take our food order (without a smile or our waters). We ordered 4 entrees with 3 soups/salads, then watch her bring food out to the adjacent table and knock their drink over. A number of minutes go by again, and I have to flag another waitress down to ask for water (she was actually quite nice and brought out waters for us-I wish she would have served us). Our waitress then brings out our entrees; no soups or salads, which should have arrived long before our entrees. One of us kindly lets her know we are missing our soups and salad, which she responds with a huff and a meek “okay”. There was no apology or acknowledgment of her mistake. Somehow, it gets even worse! When she comes back with the soups and salads, she does so without saying a word to us - even after we each thank her as she handed us our food. She came back only once, about 20 minutes later as we were about to finish our dinner and asked if we were okay (still no smile!). After everyone finished their food, we tidied up our dishes and waited for her to drop off the check, but she never came back. After waiting even longer, we decided to wait by the host stand to see if we should cash out there. We actually saw her through the kitchen window rolling silverware as she was actively ignoring and neglecting us. We waited so long without her even glancing out of the kitchen door, that we actually had to knock on the kitchen door to get her to come print our receipt and take our payment! Still no smiles, no warmth - nothing but a girl that reeked of attitude and blank expressions. I can promise we are going to wait for a table at...