Olga's Fresh Grille — Restaurant in Novi

A few coworkers and I placed an online order and were told it would be ready in just over an hour. That’s fine, we get it. We waited an hour and showed up 5 minutes after our scheduled pickup time. But when we gave the name for the order, the employee said she didn’t see it until we confirmed the name with the order confirmation email. The employee then tells us “Oh, now I see it. We just got it.” This confused me because we ordered over an hour ago, but we’re being told they just now got it… conveniently while we’re standing at the counter to pick up our food. Right… that’s suspicious timing and a big red flag.

I asked her to clarify by saying “Wait, we ordered over an hour ago but you didn’t get that order until just now?” She confirms and goes to the back to get her manager (I think? She didn’t introduce herself). The manager repeated that the system didn’t get the order until just now, even though she said our pickup time of 1:15 pm was correct. She goes on to say that their system doesn’t receive orders when they are slammed with them until they are ready for it. That sounds weird to me, and I might have been okay with that if the restaurant wasn’t a ghost town. None of the tables had people sitting in them, and only a couple of people were in line behind us. This is when I really felt like they were lying to us.

So I asked her, if I call in the order next time, will our pickup time be more accurate? And she said something about how it should be but not always and how this doesn’t normally happen. However, we’ve run into timing issues and long wait times every visit we have here. Anyway, if the online system gatekeeps our order and calling the order in isn’t any better, how are we supposed to have any idea when our food will be ready? If we knew it was going to be over an hour, we would have ordered something else.

At this point, you’d think they’d be telling us that they’ll start on our order right away or that they’re sorry for the delay, etc. However, we’re then told that there are two orders ahead of us, THEN they can get started on our order. I am completely baffled. I couldn’t believe it. Then she changes course and says that they would rush our order, but since we ordered chicken wings, they can’t rush cooking the chicken. I am not trying to get you to undercook any chicken; I am trying to figure out why our order isn’t ready. First, you blamed it on your system, then you blamed it on being slammed (which you obviously weren’t), then you blamed it on the fact that we ordered chicken. She was trying to tug us in every direction except the truth. She was telling us anything and everything to avoid apologizing or accepting responsibility for the mistake.

Multiple take-out orders were ready behind the counter. While we were standing there having this discussion, two other people received their pickup orders. Why didn’t the system delay their orders? How did they all know to show up at exactly the right time to get their food? Why were we the only ones who had a problem? Because you forgot to make it. Plain and simple. And instead of apologizing or taking responsibility or prioritizing our order, she just kept coming up with different excuses and different things to blame this on.

This was easily the worst customer service I’ve ever experienced. The multiple forms of gaslighting, the lying, deflecting responsibility, the lack of empathy, I just left feeling like they treated us like a huge burden. I get it, mistakes happen. But don’t lie about it and don’t treat your customers like crap. We were sick of being jerked around, and they weren’t going to make our order anytime soon, so we just walked out and had to find somewhere else to get food in the remaining time we had before we had to return to work.

The icing on the cake is the bright new banner hanging on the outside of the building with big bold letters saying how fast they are now: “NEW & FASTER” “FAST CAUSUAL”. I’m in marketing, and that’s embarrassing. So be careful going to or ordering from...

I normally love Olga’s. It’s my favorite place to go but today in Novi was just awful! Waitress rarely came over to us to refill drinks (I usually will drink three or four iced teas and only got one refill). When my soup was brought to me I had no spoon. Waitress never came back so I asked a random waitress for a spoon. She came back two minutes later to say that they were out and were running some through the wash. Couple more minutes later the same girl came by and put a spoon on the table and kept walking. The spoon was COVERED in dried gunky chili or soup. I’m not talking a small speck of spoon I’m talking about the whole spoon part that you eat with. Are you kidding me? The whole time, our waitress STILL has not come by. So a minute later I grab the man that looks like a manager and ask for a CLEAN spoon or a to go one so I can eat the soup that is now getting cold. He takes the spoon, puts it in the kitchen and nonchalantly says sorry and hands me a to go spoon. Soup is now luke warm but I don’t care cuz I’m hungry so I eat it. We get all of our food and everything is great but I’m still feeling sketchy because of that spoon. After a while, we get the books that are supposed to have our bills in it. Waitress walks away and don’t see her for a while...no bills in the books (books are empty). She comes back and we have to tell her there’s no check so she goes, gets the check and then disappears again. Still never got another refill. No apology regarding the soup and spoon issue. Fed up. I’ve never had such a terrible experience with Olgas before. Very frustrating. This was my first time at the Novi location and I was not impressed. I’m sure I’ll go again to give it another chance because I love Olga’s but this was just too terrible of an experience to not...

I am giving 5 stars because the cashier, I believe her name was Grace (she had a really cute and stylish haircut, short hair) was really friendly and knowledgable despite being a new worker. I heard her talking to some other customers while waiting for my order and some of them were giving her a bit of a hard time and she handled herself really well and was very professional. The food was pretty good, it's not amazing but like honestly who cares. It's fast food. It's food fast. I wanted a sandwich and in like 5 minutes I got a sandwich like what more does a girl need? The fries were kind of cold but who cares I'm just happy I got fries, know what I mean? The store itself kind of stresses me out and I don't know why like... maybe it's the color scheme. But that's just a personal problem for me and I'll try to get over it. I probably won't ever dine in until I can overcome this hurdle. Again, my problem, not yours. The bathrooms are also REALLY nice and you can the staff has been trained really well to clean it and keep up with it, too. I just went in to wash my hands but based on what I saw, I'd totally go number 2 in there if it was an emergency. Just my opinion. Not sure why I was more comfortable in the bathrooms than the actual dining room, but again, I see a therapist once a week, so I'm working through all of these issues,...