Brothers Breakfast & Lunch — Restaurant in Ross Township

It saddens me to leave this review for Brothers. In person I have good service and my food is usually good. Today marks the 4th time I have experienced poor customer service over the phone.

I tried to order a Santa Fe skillet and was informed they weren't on the menu any longer. So I tried to order a Louisiana skillet with the same result. So I asked if I could order the California in skillet form instead of the omelet form... the lady says w a slight attitude...thats an omelete...so you want an omelet? I asked if I can get it in skillet form. With a very condescending tone she says very slowly (as if she's trying to stay calm because I was aggravating her) what...would...you...like...in....your....skillet? In my head I'm thinking...the same thing that comes in the California omelet...but instead I ask her to direct me to an updated menu so I can make a proper order. She goes on a short rant about how they don't offer the items I previously ordered and how they no longer have andouille sausage. Now I am confused, because I understood that already. So as she finishes her rant I say MA'AM I am simply asking for an updated menu. She puts me on the phone with someone else who doesn't want to address the poor customer service issue but attempts to take my order. I don't even want to order anymore but asked to speak to the manager she told me it would be a very long wait but that she could take my order or I can find an updated menu on Facebook. I explained at this point I only want to speak to a manager. She agains tell me it would be such a long wait. So I asked would Facebook be the same platform I should use to place a complaint? Magically she puts The "manager" on the phone, I explain how I have been a long time patron and my service is good in person but never over the phone. He apologized but never asked what happened. He said he would address this with the entire staff (even though he never asked or heard what my is) then proceeded to ask if I wanted to order.

Had management handled it appropriately this would have been a 3 or 4 star review.

I know how busy you guys stay and balancing business and service can sometimes be challenging but if I have received bad phone service 4 times...I can only imagine others are receiving it too. It really is a good restaurant overall but nobody likes to get treated poorly where they spend their money- while supporting and investing in your business. I have referred many other patrons...

Went in at 230 not knowing they close at 3. We get seated and right away it began. My sons gf asked if they had iced coffee and she says yes so she ordered one with caramel. Literally brought her a hot black cup of coffee and looked shocked when we asked where the iced coffee was and says oh we don't have it. Ok, strike 1, so my sons gf asks for a root beer instead. Time to order so I asked if the chunky monkey pancakes came with bananas inside cause I HATE bananas...she says yes so I ordered chocolate chunk pancakes with fresh strawberries on top. Asked her for no powdered sugar, she says so you just want whipped cream? I said no I don't want anything on them but the strawberries and butter. Here comes the food...chunky monkey with bananas and strawberries and powdered sugar and whipped cream and chocolate... I'm trying to keep my composure so I pick through to see if there are bananas inside cause they're closing. There are in fact bananas inside. When I tell her the error she says oh well the kitchen is closed so they won't remake them. I say ok that's fine I'll pick around and just scrape the WHOLE top off. She goes and gets the manager who tells me that they're made correctly. Ummmm no ma'am, I asked for a whole different type of pancake and none of this on top and she repeated it back so what do you mean. She looks at me blankly and says sorry and walks away. When they brought the boxes for the food I left mine on top of the rest of mine on the plate. I still tipped the server but I REALLLLY didn't want to. This was the most ridiculous service. No acknowledgement of fault when it was clearly either her or the cook. No offer to take them away and not charge me for them... nothing. I will never return nor recommend this place to anyone. 40.00 for 3 people and only 1 actually got what they ordered correctly. AND THE ROOT BEER WAS ALSO NEVER BROUGHT SO MY SONS GF SIPPED THE...

✨UPDATE ✨ of course my remake was burnt !! Photos are there. Idk why a refund as stated was so difficult. I’ll just contact my bank . So 1st raw then u fix it with burnt ! Jus wow 😯

Ordered a skillet To Go. Got all the way home and the potatoes were raw , very far from cooked or even edible. I called and spoke with Karen who assured me that I can bring the order back for a refund . I didn’t make it back to the area until 3:20. They were closed then, there was someone there but she didn’t come to the door. I tried calling and no answer plus voicemail full. I returned again the following morning . A male host was there I explained things to him. He proceeded to express how he wasn’t there yesterday but he wanted the food to take it to the back. After returning from the back after several moments (I guess to see the rock hard raw potatoes) he told me all they could do was remake it or give me a gift card. Even after expressing how this my 3rd visit here to get the refund. Honestly the way this was handled I don’t know if I’ll be back. Gas and time are assests that I had to give up to deal with this and for him to be so dismissive about it. If I was never given uncooked food we wouldn’t have this issue. They treated this matter as if they are the victims here. They are remaking the food but that’s not what I wanted nor what I was told would happen. I will be exploring other options of breakfast , when things go wrong they aren’t prepared for that nor will they take accountability. I did call the health department and let them know they maybe they need a visit BEVAUSE the food isn’t coming out cooked all the way theu . There are thermometers that are...