Bob's Burgers & Brew — Restaurant in Richland

Have been to Bob's several times but wanted to share this experience in the hopes they can improve things. Maybe it is my fault for going on a Sunday night. Went last night around 5:30 PM (but with time change my tummy said 6:30).

First issue is there were only 2 of us and we were told there would be a 20 minute wait (nobody else waiting). There were several open tables in the main dining area. Fortunately we only waited about 10 minutes, but WHY? From a customer service experience let me tell you that I would much prefer sitting at a table with a menu and drinks over next to the door. If the goal was to keep from overwhelming an understaffed restaurant (servers or kitchen), just let me sit down and tell me things might be a little slow. About 1/2 through my dining experience I heard someone ask "Why are we waiting when there are so many open tables?" So, it was not just us.

Second issue is that I ordered a cheeseburger (not smash burger or one with a bunch of other toppings, just a burger). I have had several good burgers at Bob's but this one tasted like they went across the street to Walmart, bought a frozen pre-formed patty, and tossed it on the backyard grill where it sat until it was over cooked. No juice and tough. On top of that the bun was over toasted and chewy. Did I complain? No. Why? Because the experience is already ruined and it is not made better by having to ask for a replacement or a credit (and having them think you are a cheapskate). This is a burger place with burger in the name. Just get it right the first time.

My wife's chicken wrap was...

WE WILL NEVER GO BACK!! We have been loyal customers since this store opened. Our fare to eat has always been during happy hour. Tonight, after seeing all new staff, we waited for what seemed an eternity for our food. I ordered my usual drink, a double Titos neat. Our waitress was obviously new but also lacked basic food service customer relations, I never even got silverware and couldn't refill a water glass to save her life. When we got our bill, we found they had charged us $13 for a $12 double. (Now mind you, their menu says Titos is $6 a single. Pretty sure the American dictionary defines the word double as twice the amount of an item at twice the price). We asked for the manager, Dean, who explained he's been there for two years and have never served doubles, and they charge an additional dollar for who knows what reason. When asked why he would charge us an extra dollar when we were saving his staff from washing two glasses he just said they don't serve doubles. He could not explain how I got served a double in the first place as our waitress had to go ask why we were being charged the extra dollar. We explained we had been coming to this store since the store opened and that's all we ever order. He basically called us liars several times. He said he'd take a dollar off but in the future we wouldn't be served doubles or he'd charge us the extra dollar if we did have a double. He lost our business over a dollar!! He had the customer service skills of a ball peen hammer. Sorry Bob's but...

The Story of Our Dinner at Bob's: We walked into Bob's with good spirits, ready for a nice dinner. We're the kind of people who give grace, knowing that people are only as good as the managers and corporations they work for. We've all had tough days, and we were prepared to be patient. Our story started with a bit of a wait. That's fine; it happens. The food eventually came out, but my bacon burger was missing a key ingredient: the bacon. We flagged down our server, and it took a bit of a wait for that bacon to arrive, too. Again, we were fine. We know these things happen, and we weren't looking to cause a fuss. The real snag in our evening came at the very end. We waited a long time for our check, but it never came. That's why we eventually got up and went to the front counter. We approached the hostess and explained that we needed our check. The hostess then went to get our server. The server came over, we told her we hadn't gotten a check, and she got our check and quickly walked away. No apology, no explanation. Just a blank stare and then a quick exit. What we really needed in that moment was for someone to be part of the uncomfortable. We needed the server to own the problem, apologize, and explain what was happening. Instead, she chose to avoid the uncomfortable situation entirely. So, while we believe in giving grace, the lack of basic training and communication was disappointing. We hope that Bob's can do better for...