The Retro Grill — Restaurant in Hyde Park Township

Follow up: I appreciate management responding to my review. I appreciate their effort to rectify the experience I had, that goes a long way. I will be returning, the food is amazing.

1 Star for horrendous customer service this evening. I patronize this restaurant at least 2-3 times a month. The Tropical Habanero Wings are beyond amazing, sweet and not too hot. and that is what I ordered with small fries with the Tropical Habanero sauce....because it is just that good. Placed my order, made a run since it takes about 20-25 minutes to get the order, I returned, my order was ready, I picked it up and went home....only to find the wings had no sauce - normally they are generously sauced with extra to dip on the bottom. I returned to the restaurant, let them know the issue and the young lady told me, you only wanted sauce on the fries. What? Check the receipt, Tropical Habanero Wings. She proceeded to argue with me, trying to sauce the cold wings. I told her the order needed to be remade, she argued some more then, wait for it, proceeded to take my wing order and drop it back in the fryer - Department of Health Violation. You cannot put food back in prep area that has been removed from the premises. Once I said that, she took the wings out and dropped fresh wings. So I waited right there, for about 20-25 minutes, got my wings, ready to devour the wings, drenched in that amazing sauce like the first time we enjoyed them- see pictures below, if you have had their wings with sauce, you know they are generous with it....only to get home and find out, she merely drizzled a little sauce on the wings. I have never had this issue at this location and I hope to never again. The food is great and I support wholeheartedly black owned businesses in my neighborhood. This young lady needs a course in Customer Service, I was not rude, nor disrespectful but her response and displeasure with being corrected by a customer, which was on full display for the other patrons, is not acceptable. I hope the owner of this establishment takes note of...

Both times I have went to the stony Island location the customer service has been very disrespectful. I places an order on the 13th if may 2021 for a Philly cheese steaks online. I give the proper time to prepare and plus I had to drive to the location. Get to the restaurant and it's only me and 1 other customer in the restaurant. I walk yo ask the cashier about my order she replies it's coming up. After about 25 minutes the guy that's been waiting there starts going off letting the staff know that he been waiting an hour for his food. So after 15 minutes of him arguing with the cook(that u can honestly tell had been drinking), u could see it all in his face and he kept arguing with everyone including me. So the young man finally gets his food after the many threats him and the cook exchanged. So I went back to the counter inquiring about my order, they just kept asking what did I order. And I was told it was coming up again after I was told the same thing 25 minutes prior. So after another 25 minutes of being patient I ask for my money back. Me and a short staff member spoke and he tell me it's on the grill now. So I wait Patiently again and 15 minutes later asked for my money back, then the cook started arguing with me just like he did the previous customer. I finally got me food after and hour. But honestly all they was doing was filling all the door dash orders 1st, but I placed my order online too! So they just kept pushing our orders back to fulfill the door dash orders. The cook is putting all the other works lives at danger because the way he talking telling people they don't know who he is. one day one of these kids gon react and we know what type of city we.live in. They behind because he arguing with the customer, the people who spending money with the restaurant. He should be...

I really want to love this place, but everytime I go I remember why I don't. While I see other reviews that mention how quickly the food was ready (someone even said 5 min...really?? Blatant lie) the numerous times I have been, including today (which is what prompted this review) youre generally told the wait will be 15-20min. I tend to just get a double burger or two and fries. It is ALWAYS 30-40 min!...doesn't matter what time of the day, what day it is...today, it was 35 min for 1 burger and fries! On top of that, the fries which I used to love, tasted like overcooked, overly salty frozen fries. The staff, while not necessarily rude, are not pleasant and do not exhibit good customer service. The young lady actually seemed to have an attitude because I asked, at the 33 min mark, if my food would be coming up soon. (After being told 15, maybe 20 min) And when I did receive my food, while I had seen others items placed in a plastic bag for easy transport, she just sat my 2 paper bagged items on the counter and nodded. When I asked for a plastic bag, twice (because apparently she didn't hear me the first time) instead of placing my food in the bag, she just handed me a bag. Ok...so I'll wait for 35 min, and let me just bag up my food too. One customer ahead of me received his food, then literally stood and waited an additional 6-7 min to get his shake?? Then they call out his shake like that was his only order. Like he wasn't standing there with his food waiting on y'all for almost 10 min lol love to support my people, but the service we receive sometimes makes that...