Charleys Cheesesteaks and Wings — Restaurant in Mayfield Heights

Charlies SOM Center Mayfield, Ohio — apparently 3 weeks ago Janay Dean also posted a bad review about the manager Yasenia. I saw it after I posted this review. Beware! They have foreigners running this place that can barely speak English and does not know the value of customer service. Now, please do not misunderstand, I am all for anyone having a job but when you have poor customer service is when I have a problem. On this day I spent almost $50 because I had the grandchildren with me. The gentle men who took my order - I told him to make the kids meal PLAIN. He told me that the kids meal only came with cheese and ranch so that meant I would have to pay extra for lettuce, tomatoes, etc. because my grandkids did not want cheese or ranch on the sandwich. Well, they made it with cheese on it! When they brought the food out, because we dinned in, I let them know very nicely and respectfully that I told the young man to make it PLAIN. Well, the young lady Yesenia who is also the manager told me PLAIN does not mean no cheese and continued to go back and forth with me which at this point I’m upset but still respectful but speaking with a raise tone of voice asking her to please just make my food so we can eat and go because we will never patronize this particular Charlie’s ever again. While Yasenia and I are going back and forth my daughter who was with me starts recording and try’s speaking with Yasenia to calm the situation and me. I just could not believe that this young lady argued with me about what PLAIN means clearly not understanding that here in the U.S PLAIN MEANS PLAIN NOTHING, NO CHEESE, NO NOTHING. As Yasenia rings other customers she still continues to address us and also tells us to just go as we are waiting for our food to be made correctly - food we already paid for - and as I ask other customers confirmation of what PLAIN means. Keep in mind I am not even speaking or saying anything to her at this point. Now, I must say I have patronized Charlie’s since they have been around, mainly the one at Richmond Mall, and I HAVE NEVER EVER EXPERIENCED ANYTHING LIKE THIS - NOT EVEN BAD CUSTOMER SERVICE. At least, if they are going to work in customer service particularly in a well known business like Charlie’s and own businesses like this - they need training on customer service. They need to know that customers are the heart beat of any business and should be treated with dignity and respect as without the customer there is no business and every bit of revenue counts! Now, don’t get me wrong no employee deserve to be disrespected or cussed out either and that did not happen in this situation. I do not cuss and I was very respectful even while this young lady was going back and forth with me; however I was rightfully and justifiably upset. All this young lady Yasenia had to do is apologize and re- make my food and the scene could have been avoided; nevertheless, instead she wanted to flex and give me an English lesson on what PLAIN means when she could barley speak the language herself. The entire store was employed by people who could barely...

On 7/5/2024, I ordered on the app with the option for the order to be brought to the car. I arrived at the restaurant, parked in the pickup location, and tapped that I had arrived. I then waited 10 minutes until I finally walked in to get the sandwich. When I went in and asked, a female employee did not initially know where my order was, then found it on the pickup rack inside. I asked how long it had been sitting there and found that it was sitting there for 10 minutes. I asked for a fresh, hot sandwich to be made. She initially argued with me that that was how all pickup orders were. I told her that I had clicked that I had arrived 10 minutes prior and it was never brought out and had been sitting there getting cold. She never accepted responsibility for her mistake and called the manager forward, who told them to make a new one. Please inform your employees that, when making a mistake (we all do it! I totally understand), simply accept responsibility, apologize for the mistake, and make it right with your customers. It goes a long way towards maintaining long...

Went here on 1/26/24 service was great but food was trash. We spent $50.00 here brought wings they didn't give them to me they gave me someone cheese steak with bacon, brought 2 regularly sized phillys meat was OVER cooked and bland my son had a chicken philly which he liked, all three of our cheese fries the French fries was UNDER cooked still hard. At this point they need to train the cooks because it's not hard to make philly meat and fry French fries the store literally wasn't crowded at all so it was no reason why our order should have been rushed. Tried to call the store the number goes to customer service that's literally no help and can barley understand what your saying. Had to jump through all these hoops because they gave me some one wrong order and I'm suppose to go all the way back to the store after I drove 40 minutes there. This was sooo disappointing won't be returning back I'm tired of...