Max & Erma's — Restaurant in Millcreek Township

We visited this location this past Saturday for my Mother's birthday. Her fiance, knowing we had a larger group, called Wednesday to make a reservation. Being a family full of customer service workers we know what it's like to be surprised by a larger group. They took the reservation and said they could accommodate us. That Saturday morning they even called to confirm said reservation. When our party had fully arrived we had to wait to be seated. Communication and preparation seemed to be lacking, but again we gave the benefit of the doubt due to it being a Saturday. When we were finally taken to our table for 17 we noticed we were split between 2 tables. Again, not ideal but we were understanding. Two servers were assigned to our group, but the communication between the 2 seemed to be non existent. I had to ask 5 separate times to order a drink. When the server finally came over after my Mom flagged him down he stated he thought I was in the bathroom, I had not left my seat at all, I still tried to be understanding and ordered my beverage. We all ordered drinks and quite a few people ordered appetizers. Eventually all dinner orders were placed as well. This is when it took a sharp turn for the worst. Orders were placed and multiple times the server had to come back to the table to let us know they were out of items. Not blaming this on the server but the BOH should communicate better. 6pm on a Saturday and no baked potatoes to be had. After about 30 minutes food finally started to arrive. But only about a third of our group got their food. Another 30 minutes and some more comes out and 20 minutes later th last of it. Some meals were made correctly and some were wrong. 2 of us got the same exact meal and both looked completely different when it came out to the table. My niece who is vegetarian ordered a salad with no meat and received hers with meat on it. When pointed out she was directed to just 'pick it off'

At this point the situation became frustrating enough we asked to speak to a manager. When the manager came of she seemed offensive from the gate. Understanding of it being a weekend was expressed, but 1 and a half hours to receive our food? When this frustration was brought up to the female blonde manager she looked at my mother and said.....I can't make this up ' What do you expect to happen when you bring a party this large and if I were you I'd just be happy I had my family with me' No I'm sorry, no accountability just we should expect crap service when we bring a large group. I have never been so dissapointed in an establishment.

The only saving grace to this whole experience was the lovely younger blond waitress who was assigned to our group with a middle aged brown haired male server. All the places he slacked in she stepped up and helped to the nest of our ability.

I'm not asking for a handout or anything I just think you should be aware of how your management team speaks to guests. We spent a pretty penny at your establishment to be disregarded and talked...

Besides waiting five minutes for someone to greet us, and another twenty minutes to be seating in an almost empty restaurant, we were left for fifteen minutes without drinks or wait staff and then given a sigh and a complaint about how busy they are. One child was brought a drink with a lid but no straw and while we were told the waitress would bring a straw we had to ask (after another ten minute wait) and had three straws slammed down in front of a five year old (who was particularly well behaved given he had now waited half and hour for a drink) after trying to make eye contact and politely getting ANYONE's attention and having everyone including someone I assume is the manager actively turned a blind eye (I mean, turned up noses, sighs, and literally turning their whole body away when passing our table). Will never eat here again and will dissuade anyone I know not to eat here. In addition, still waiting for the correct order and our own waitress to grace us with her presence to correct it. Now that I have waited, my dinner is cold, dry, and hard. Also, asked if I wanted a refill ten minutes ago. Still waiting. Typing as this disaster continues. Server's name was Jillian. We barely saw her but her co-workers sure did a lot of her working for her. Madison was FANTASTIC! She should be commended for having to work...

Stopped into Max & Erma's for a quick dinner with my husband after a long day. Neither of us have ever eaten at a Max & Erma's, but my husband had seen an ad for their Surf n' Turf burger and was curious to try it. The restaurant presented as a casual, neighborhood eatery. We were greeted by a friendly hostess and immediately seated as requested in the bar. Our server was super friendly and quickly explained their specials. While we were looking over the menu, our drinks arrived. The server sincerely asked if she could answer any questions. We both ordered burgers and I specifically asked for the blue cheese spread to be added to my Sauteed Mushroom and Swiss Burger. Our food arrived hot and as ordered. My husband was delighted with the Surf n' Turf Burger and the endless french fries were an added bonus. My burger with the blue cheese spread came out delicious. Our server was attentive and refilled drinks without even asking. The prices were moderate to low compared to other places, especially for the appetizing entrees. We will definitely visit again...between the great service, relaxing atmosphere and good food, this place is...