Bob Evans — Restaurant in Roseland

I have never been so upset as I was last night. I took my daughter and friend out for dinner last evening. Our waitress Vivian was just awesome. She took our orders brought the salads right away and then NOTHING. We were sitting ride across from the grill. Several times I heard our waitress ask how soon our food order would be ready and was RUDELY told "when it was ready". Now, there were only 16 people in the restaurant and our orders were for chicken strips and mashed potato with cheesy potato soup, grilled chicken with mashed potato and salad, and steak (med rare), Mac n cheese and baked potato and drinks.

The 5th time Vivian asked this I asked to speak to the manager as it was now 5:30 pm. He told Vivian he couldn’t because they were short handed - really there were 4 staff cooking plus the manager. So I asked Vivian to try again and just tell him I needed 5 minutes of our time. In the meantime our food was up so she brought it to the table with a message that he just couldn’t come out right now - too busy.

By now I asked her which one he was and stood outside the serving area calling out to him. I had every customer watching me and they were just as upset as I was. Finally he came out and I asked him why we had to wait so long for our food, his reply was because they were busy and short handed. Over 3/4 of the people seated had already been served. I asked him if he heard the was the kitchen staff was rudely speaking to Vivian (bad language had been used by the kitchen staff) and he acknowledged that he HAD heard the conversation. I asked why he allowed that and why that individual was not corrected or fired and he told me that it was Bob Evans policy he was following and there wasn’t anything he could do. I explained to him that behavior shouldn’t be allowed between team members much less loud enough that the customers could hear him. Then I asked why he wouldn’t come to speak to me and he just repeated because they were so short handed. I informed him that I had over 20 years in retail and restaurant management ant I would never allow a team member to speak that way, that the Manager had no job if they had no customers so he should’ve came and spoke to me,he should have corrected the employee and the employee owed Vivian an apology. The Manager said there was nothing he could or would do. I then told him I was going to notify you and he just shrugged his shoulders, repeating their manual said nothing could be done.

When I got back to the table my daughter told me all the food was cold. I was so angry I asked for take out containers and our bill. I would’ve just left the food there and not pay but I was really worried that that horrible Manager would make Vivian pay for it.

I thanked Vivian, gave her a $15 tip, and left. I guarantee that we will NEVER eat there again. If your manual does say that...

So, I ordered online from this location for the first time on thanksgiving early afternoon. The online ordering (curbside pickup) went very smoothly, which is the 1 star for service. However when I called to check in, I was told I should come inside to pickup since they were too busy. (-1 star). As I have a bad knee, this was a major inconvenience. I did go ahead and go inside to get my order.

When I got inside and checked in, the lady (manager?) who I spoke to said she would go check. She never came back to let me know anything. So I stood there for almost 10 minutes waiting. (-1 star)

Finally someone else brought a bag to the counter and called my name. I thanked them and went on my way with my order.

When I got home (moving into a new place on thanksgiving gives little food options) I found that the 2 meals I got for my wife and I were both missing the ham that I paid extra for. (-1 star)

I immediately called in and asked to speak to a manager. I was told they were busy and asked how they could help. I told them I was missing the ham in my meals. They yelled to their manager that I was missing items. Manager (I assume of course) asked if I was still outside. Employee yelled back that I was at home. More yelled conversation back and forth before I was offered credit and that the manager would call me in a few minutes.

I told them go ahead but I probably will not return to their location.

Manager never called me back. It is 1:45 am next day.

You only get 1 chance to make a good first impression. This location failed in that. I will not return to this location and have already sent their corporate office an email.

As for the food, turkey was ok, a little dry. Corn and green beans were good. Mashed potatoes were ok. Rolls were very good. Best part was the pumpkin pie. Our drinks were acceptable. The ham… oh, yeah, missing… as well as straws for drinks and utensils and napkins to eat with.

That is all, carry on…

UPDATE: Still have not gotten a call from management. Worst. Customer. Service....

Lucky to even have 1 star... sat for an hour waitress forgot our busicuts and gravy our drinks were incorrect and we never were offered a refill we had to ask. She then left in the middle of our meal and said he will take over and a gentleman walked our meals to the table. She left we sat for almost 30 min afterwards no service no check no interaction. I finally got up after half of my family went to the car and asked for my bill. When they couldn't figure out what table I was from or what was going on the manager began arguing with me that my drink was indeed sweet tea when it very clearly was not. And there was no biscuits and gravy on my order. I said there most certainly was as the waitress asked half or whole order. He continued to be disrespectful to me stating I do not need to make a scene as I showed him where my table was by walking back towards it I told him I was not making a scene but could do so. He continued on saying his waitress had kids to pick up and he is not in charge of the schedule making . I said I was certain he was in charge of who made the schedule. He said I'll take them off the bill....have a good day. I appreciate the small reduction however the level of ignorance in regards to his employees as well as myself and my family choosing his restaurant to spend our hard earned money in is not something that can just be forgotten. As long as he allows his staff to do their jobs that way (definitely not the first time) as another employee says she does it all the time, and he chooses to handle a situation with the ignorance he used with myself he is going to drive the business right into the ground and by the looks of the area they cannot afford to have another resturant to close. Use caution and set standards for yourself and family before choosing this place to spend your money or have a sit down meal expecting a positive atmosphere...