Bens Restaurant & Bar — Restaurant in Ohio

Last night was our 4th visit to Ben's. The very first visit after moving to the area was great. Set the bar high with both food and service. On our second visit, we ordered a Bloomin' Onion, which I watched the server enter into computer because we sat near it. The restaurant was busy and very understaffed. I understood that and was patient. We asked the server twice about the status of our onion. Both times she went to kitchen and came back saying it will be up soon. Over an hour later, no onion and no dinners. At almost an hour and a half, our dinners came out, hot and delicious as we expected, but still no onion. Our server took it off our check. Our third visit, again the restaurant was very busy and understaffed. Again, ordered Bloomin' Onion and explained the last visit. Our server was on top of things and we got our onion within about 15 minutes. Food took about 45 minutes, which was fine because, as someone with a lot of restaurant experience, I totally get it. Our fourth visit, last night, sealed it for us. We will probably not return, at least not for dine in. We sat down and proceeded to watch the only two servers flying around the half full rooms. A 4-top came in about five minutes after we did, a server went almost immediately to them and inquired as to their drink order. We were still waiting to see our server, which I then realized was most likely the one tending to a large party. No problem, I get it. I took issue with what happened next. The first server motioned towards us, and the other replied, within earshot, "Well, they are just gonna have to wait" as she walked past. A simple "I'll be right with you" would have satisfied us. Instead, we sat and watched her tend to two other tables, then disappear. The first server came over and asked our drink order. I asked her if the other lady was supposed to be our server. Blank stare. I then said because if she is, we heard her rude comment and we do not want her as our server. She then stated "OH, I'll be your server." Since she had even more time than the other lady did to address us in a timely manner, we chose to leave. We went to Kinsey's Korner, and received prompt and...

It was a Thursday, early evening when I called to place an order for pickup. The call was answered, but asked if I could HOLD. After 17 minutes of listening to chatter and order taking, I decided to drive to the restaurant. I walked in, asked someone, that must of been a waitress, who answers the phone. I was told it was the lady behind the bar. I stood a couple of minutes waiting to be helped. When she came over to me, I slightly waved my phone and said, I have been on hold with you for 20 minutes to place an order. "

The lady's eyebrows shot up and formed a big O with her mouth. She pulled the phone out of her back pocket. She apologized twice, said that she got busy, and then took my order.

After 22 minutes, she announced to me, "There are three minutes left on the timer". That means nothing to me, but hopefully it meant my food was almost ready.

Sure enough, three minutes later, she went to the kitchen and brought out food..... for another customer.

I finally got my order 20 minutes after the three minute announcement, and a $10 deduct from my bill.

I said thank you, she said she was really sorry. I said, "I understand that you didn't do that on purpose, and things do happen. However, if you are that busy don't answer the phone." She then proceeded to tell me that two people called off....

I was OK until she told me about being short staffed. I thought she took responsibility of what happened, but instead she basically blamed it on the two that called off, and perhaps management for not having enough staff to support the business.

I didn't cause a scene, and left quietly, however, I will NEVER go back.

The entire time I was waiting for my order, I watched and observed. You see, I am from out of town, and it was obvious to me that they cater to the regulars.

Since I stood for 40 minutes AFTER being on hold for 20 (do the math), that if I was behind that counter, I would have at least offered a glass of water. $10 means nothing to me. Customer service means a lot, and they failed.

The food was just slightly warm; it was OK, but nothing spectacular.

My recommendations: dine...

Well it’s been over three years since we last came here to Ben’s and I must tell you that we probably won’t be back here again! The last time we came the food was excellent and the service was amazing and the fact that we live an hour away from here made it an event that we enjoyed. This time however we sat down at our table and waited at least 15 minutes before someone came and brought us our menus and asked what we would like to drink, 10 minutes later we ordered, I ordered the deep fried seafood platter, my wife ordered the Big Ben burger with cheese, ketchup and mayonnaise with pickles on the side and fries, our daughter ordered the mozzarella sticks and fries, and our friend ordered the chicken dinner with mashed potatoes. 40 minutes later our food came out, the fries were ice cold and my wife’s burger had mustard on it instead of mayonnaise and the pickles were on the sandwich also. Our friends chicken was also a little cold and she said it was a little dry and the mashed potatoes were bland. My seafood platter was mediocre as the shrimp on the plate was not deveined and the scallops were overcooked as was the fish. The only one whose food was good was the daughter’s. Will not be making the trip back here again!!! Really disappointed with Ben’s this was a great place to take the family to for a...