Off The Grill — Restaurant in Maryland Heights

Worst customer service EVER!!!

So, I don't cook much and order from restaurants a lot. I have ordered from off the grill all of the time, but I finally had my last straw today. Their customer service is the worst I have ever experienced.

I really liked their food, so I am sad to say that I think that today is the last time I order from them. I just can't count on them to deliver what I ordered and it is very frustrating to wait 45 min to an hour, just to open your bags and realize that you didn't get what you ordered.

I would say that probably about half of all of the orders that I have ordered from them had something missing.

Twice now, I have had the ranch dressing of the Chicken RANCH BLT pita missing. That is kind of a key ingredient. This was the problem today.

So, I immediately got on the phone to call in hopes that they could correct the situation.

First, (as my food was getting cold), I called and I was immediately asked to hold. Instead of putting me on hold, he hung up on me. This went on about 4 times. Finally, when I called back I said very loudly so that he wouldn't just put me on hold (hang up on me), that he keeps hanging up on me. Yep, he did it again (only this time I think he did it on purpose).

So, then I called back and tried to tell him that I just ordered something from them, and something was missing and that he keeps hanging up on me instead of putting me on hold, I finally got him to keep me on the line and talk to me. But instead of saying something like "I'm so sorry Ms., what can I do to make it right". He tells me "well, we are really busy"... he proceeds to tell me that he shouldn't even be answering phones because he is off of the clock and that it isn't his problem. I asked to speak to the person that should be answering phones, and he tells me that there is no one else there (no one else there on Saturday at 4:00 pm?). He tells me that it isn't even his job to answer the phones. He finally said he could get someone to talk to me that can help me, but after being on hold for ever, I just hung up and decided I was done.

In the past, when things were missing, I just blew it off because I really liked the option of having quality food delivered (that wasn't pizza or chinese food), but I finally am just too sick of it. So, disappointing and...

I do not usually leave reviews of a food establishment because I am a very understanding individual. Mistakes are made and it could be the company or the customer who creates the problem. My problem is we have been there a total of 3 times and each time our steaks are overcooked and then food is cold. This latest visit was the last straw. This time they had the nerve to blame us for not arriving on time to get our food when we arrived 5 min early. They mentioned the steaks were still cooking in their styrofoam cookware and it was not their fault that the food wasnt to our standards. This is your job as a restaurant to maintain a constant food product. They also forgot some our sides. We called with our concerns and they sent someone to our place to give us our sides. The person that gave us our sides offered to give us a refund plus replace our steaks to fix the problem. We were happy to hear this but fast forward 30 minutes later they still didnt arrive. I than called them to find out not only did they not make the steaks again they didn't give us our refund. They blamed the whole thing on us because we were late when we were clearly not. They clearly believed they cooked it properly too. Even if this was the case you are suppose to meet your customers standard when making food. Also when an employee says you will get a refund or food replaced that is what is supposed to take place. I really hope people read this when choosing thier restaraunt. I believe there are good people that work there but the owner was really rude and did not do what it takes to retain our business. He just argued and hung up on us without helping or trying give us a better experience. It is sad because a perfectly good bbq restaurant just left the strip mall so it was a great opportunity to earn more business. Sadly they wont be getting anymore of mine. Stay clear you have...

I've been wanting to try this place for a while. Pretty disappointed with my first experience. 1 hour to wait for delivery is a bit much as a standard, but that was just the time quoted- actual time to deliver was 1 hr 45 minutes. I called to see if there had been a problem with the order (a sandwich/fries and steak tips/veggies) and was told it'd be another 5-10 minutes, and sorry but it's been busy. 25 minutes later it was delivered with NO acknowledgement, thanks, or apology from the delivery man. No sense of accountability to a promised delivery time. When you are targeting the business class as your customer base, you have to know that we plan our lunch breaks around these quotes, which left me with 10 minutes to cram what I could in before a meeting. The food itself was above average for delivery or even most dine in places around here, but by the time the steak tips arrived they'd been wrapped in foil long enough that they were definitely medium well, not medium as ordered. Glad to have ordered mushrooms with them, made a great combination. Veggies were absolutely unimpressive/flavorless. Complimentary roll was good, but should be served with butter. I've heard that the owner has the place up for sale and I can't help but think that service is not much of a priority in the mean time? I've heard so many good things before. Sad to say we won't be ordering again...