Vanguard Kitchen — Restaurant in Newark

Where to start. I hate the automated ordering. Not because I’m a luddite. Automation is great if it improves the experience. What OTG (the sole source food provider for terminal C) has done has managed to create is a completely depersonalized anti-customer experience. The food? Who really knows. I certainly don’t. Let me recap my last three “dining experiences” each at a different sit down restaurant. Trip 1: This was early in the implementation. The system was glitchy. They ended up taking my order the old fashioned way (by hand if OTG is reading this). The order came. The food was good. The servers were pleasant and helpful (the glitchy system), but overall the service was terrible. Don’t expect a refresh of coffee, or water. Trip 2: The automated system worked fine, but the food never came.... time quickly ticked by (it’a an airport). I pushed the help button, and asked the server for help. They checked my order, and it’s on its way (20+ minutes so far for two eggs over easy, bacon and toast). The order arrives (wait till you read how). I happen to be looking down the terminal, and here comes a server walking with purpose carrying a plate with one of those metal domes to keep food warm. They set the plate in front of me, applogize for being late, and tell me they were out of bacon. OK. Things happen. They remove the dome.... no bacon. I ask “is my bacon coming?”. “We only have turkey bacon.” I say that’s fine, and they walk away. 20 minutes later the bacon arrives (remember that I’m in an airport to catch a flight). It’s to late for bacon, I’ve got to go. At this point what passes for management knows by this time something is wrong. I wave them over, and ask for a full refund. I tried to recap my experience, but they weren’t into it. Basically what they said to me was “yada yada yada, the system has problems.” However they did refund my money. Also (in case you missed this point), I was in a sit down restaurant, but my food came from somewhere down the terminal (it actually came from the restaurant I ate at in Trip 1 above). If you don’t see people working in a kitchen you’re food is going for a walk. After this trip I made a concerted effort to communicate with OTG to discuss my experience. I gave them my personal email address and phone number. They never reached out to me. Trip 3: Breakfast at a sit down restaurant with a kitchen. Automated ordering worked well.... but the food didn’t arrive. OTG took my money just fine. My cell phone notification of their charge hitting my credit card came within seconds. They do that right up front BTW, and for your convenience applying an 18% tip. The server came over on their own to ask if I had ordered food. I said yes, and here is my receipt showing that OTG took my money. They asked if I still wanted my food. “No, I’m running out of time, could I have a refund please.” They went to talk to someone, and said it was. I haven’t seen that refund yet. Now to be fair this happened only a few minute ago, but OTG was johnny on spot taking my money. It would be nice if they were just as fast...

Have never seen so many customers mistreated, all within a 45 minute instance. The servers are rude and the place is sticky. I came in to scan the menu, since there was no indicator of what was on it from looking from the outside. I got scolded by waitresses once I was seated that scanning my menu at the front door made their lives harder--granted there was only about 5 tables in service at the time. I was polite and respectful and met with indignation like the other tables around me.

2 other sets of customers came in and were herded very rudely, one told not to sit if she wasn't going to order (she asked for water to start and just wanted to sit first), and another couple was told to mind their bags don't go on the seats next to them (again the place was nowhere near full). They also completely missed half my order and didn't bring it despite me asking twice, my bill was about 38$. I ended up leaving without eating half of the food I did get to get out of there after bonding on the terrible experience with the others seated around me.

If there is a rigid process for customers to follow, at no point are those intuitive or explained, no signs or notices with specific seating or please scan where you'll order rules. God forbid you try to ask for anything or clarity, you'll get treated pretty terribly. By the way it wasn't just one person but almost all of the staff showed abysmal customer service. Honestly they just serve eggs and toast, there are a dozen places in the same vicinity with the same, so do yourself a favor and do not go there, it will straight up...

Worst experience dining ever. I originally came at the end of December for just steak and fries. First at my table the cups were filthy, I asked for new ones, I received a moderate clean cup but with white floaties in my water. I tried to get the waitors attention multiple times but blatant ignored me and at times were hostile. As placing my food on the table, which was bloody as rare when I asked for medium well, I tried requesting new utensils and he walked away as placing my food. Nonetheless I recieved no customer service whatsoever. When the check came, I asked to pay cash, he said they "didn't take cash" but I saw the table next to us paying in cash. I just went ahead with my card because of the uncomfortableness I felt. I put in my card and he took the machine and gave me my card back. I put in no tip. After I get emailed my reciept and he gave himself a 10 dollar tip. Without my approval. I didn't realize this until I was at my gate. I went back and he said that "gratuity is automatically applied". But that was never covered in my original receipt when I got it BEFORE paying. It also was never said nor mentioned in menus. I tried asking to refund the tip amount and he said to "dispute it on my card". I asked for writing as documentation but he refused. Nonetheless, I dispute the charge on my card and just today the restaurant DENIES this situation ever happening. I will be bringing this to small claims....