Logan's Roadhouse — Restaurant in Holland Charter Township

We have always been big fans of Logan's as a whole. It was one of our favorite places when we lived down south & when traveling. We have been to the one in Holland, MI a few times & so we didn't have any reason to think we would have an experience like we did on our last visit a couple of weeks ago. I have waited to write this review as I was waiting to speak to corporate but unfortunately, they do not seem to respond when you request to speak to someone. And yes, I did try the restaurant first & spoke to a manager on duty that seemed to maybe new? Or not sure of how to handle things & is the one that recommended I email corporate from the main website. My husband, our daughter & myself went for dinner & our server was very nice & doing the best they could w/ what they were dealing with. We ordered 2 appetizers & when they came out, the cheese sticks were only slightly warm, & the spin dip was ice cold. Our server was nice enough to offer to microwave (not exactly what we were expecting when paying for dinner out) but, either way, they warmed it up for us. When our food came out, our daughter's cheeseburger was also cold, to the touch cold & the cheese looked like it just came out of the fridge. When we told our server, they put their whole hand on top of the burger (no glove or anything) & then said they would have them remake it. Considering the offer of microwaving the cold appetizer, we didn't have high hopes for what would happen with the burger like maybe that would get microwaved as well. During that time frame the rack of ribs that my husband ordered, were also cold. Not an a little cold on the end, but the center of the ribs were cold. By this time, we decided we were done. While all of this was going on, we could see multiple kitchen staff just hanging out and leaning and playing with their phones and even taking pictures. Not wearing gloves while touching their phones, food, pockets, face etc. My daughter was able to get pictures of them doing that. I ordered salmon and shrimp and although mine was not as cold as theirs, it was not where it should have been. We felt so bad for our server that we didn't say anything else since it seemed like there was a lack of management that night. From what we heard around us and what we were told, this seems to have been a common occurrence not only that weekend but lately in general.

There was a man that looked to be a manager there, however, he also was just kind of standing around and was having to be told by the hostess and other servers what needed to be done at what time and by who. I am not sure if he was training or not but he seemed very lost.

So basically, 2 appetizers and 3 meals were wasted. The server was nice enough to take off my husband's ribs but that was it. My daughter accepted the burger to be nice but was not interested in eating it considering. I wasn't going to sit there and eat my food while no one else had food so that made mine even less appealing and a waste.

When I called and spoke to the manager on duty, he did offer for us to come back there but "that is all I can do. If you want a refund or anything, you will have to go through corporate." Never an offer to speak to the anyone above him, and only took the information I was sharing as "that you for the criticism" However, my husband said that after that experience and hearing feedback from the Manger on duty, he has no interest in going back to the Holland Logan's. He would rather go to GR instead.

I worked in hospitality for many years, & have never had an experience like this before. We always try to give the benefit of the doubt and be understanding to short staff, training, etc. But, this whole experience could have & should have been handled differently. There are many training opportunities here, from it seems the top (the mgr. we saw that night and the one I spoke to a couple of days later) & down. If by some chance there is a Manger or owner that cares for the pictures, I would be happy to send them to you. Hopefully this find the right person to correct...

Yikes. Should have left when we walked in to no host/hostess with about 7 other people waiting ahead of us (several open tables everywhere. The wait was not because they were busy) and servers arguing over who was supposed to help us. We didn't. Then 2 people come to the front to seat people and they both look miserable to be there. One even had an earpod in their ear. No welcome, no smile, just misery. Despondency. Probably also should have left then. Our bad.

On to the food... 1 person in my party got a sirloin which we had to send back not once, but twice! Ordered it medium, but I think they just ran it through a warm kitchen. Not much better the 2nd time. Finally, on the 3rd try, it was edible. The NY strip was also not done correctly and tasted like it was microwaved. The juices were even a bizarre color. That was remade and still not good. It was not eaten and was sent back... by someone who doesn't do that type of thing. Maybe they just have poor quality NY strip, I don't know. I mean, the prices were pretty cheap, so I guess we shouldn't have expected much. However, you would think a place that is a "roadhouse" with several different steaks on the menu would know how to cook a steak. I got the 6oz sirloin and my food was decent. Maybe a little overdone instead of under, but I'm not very picky in that direction. They also didn't bring a side that was ordered and said they would bring it when they brought the steak back. They did not. We had to ask for it again. Other than having the food brought out quickly (clearly TOO quickly), service was slow/not good. It wasn't that they were busy. I can understand busy and slow to a point. But it wasn't just that the server was slow. It was that instead of trying to make anything "right" with the several issues, WE had to request they take off the steak that was returned and not eaten. Nothing was done about the other steak that was not cooked to the proper temp twice. Then they drop off the check, take an order at the table right to our left, then do not even bother to turn back around and see if we're ready to pay before just walking away and taking forever to come back. It was just an overall terrible experience. Nobody apologized Intel the very end. No management came out. How does this place stay in business? I would not go back even if I was starving and it was the only place open within 50 miles. Save your...

Our visit to Logan's late Tuesday night to celebrate a high school graduation turned out to be an incredibly frustrating and unprofessional experience. Despite being a party of seven, we were left unattended for a significant amount of time, with no one even offering us water for a solid 15 minutes. The waitress attributed this delay to confusion regarding which table was assigned to us, even though the restaurant was relatively empty, with only a handful of tables occupied. It took an equal amount of time for her to return again to take our order.

To make matters worse, there was a mix-up with our orders. Half of our group was served and finished their meals while the other half, including an 8-year-old, anxiously waited for their food. The easiest item on the menu, chicken nuggets and fries for the child, still hadn't been delivered while steaks prepared for other members at the table were already finished. The 8-year-old was in tears. We called the manager over to address the situation, and although he discounted the chicken nuggets, he failed to realize that another dish hadn't even been sent to the kitchen. This dish was meant for the high school graduate, who ended up being served last after everyone else had finished eating.

When our bills finally arrived, we noticed that the kids' meal had been removed from the total, and the graduate's dinner was discounted by half. The bill was split between two parties. Our party's bill was paid in cash; however, when the waitress returned with our change, she only handed us the bills and conveniently omitted the remaining amount. It may have been just 34 cents, but it's a matter of principle to receive the full change. It felt like the waitress had intentionally kept the extra change or didn't bother to take it out of the cash drawer when getting the bills.

Overall, the level of service we received at Logan's was highly disappointing and unprofessional. The delays, mix-up with orders, and the incident with the change left us feeling frustrated and undervalued as customers. We left the restaurant with a sour taste in our mouths, both figuratively and literally.

UPDATE: Management made contact and addressed the matter to our satisfaction. Consequently, we adjusted our review from 1...