Milky Way Cleveland — Restaurant in South Euclid

Disappointing Experience on Father's Day

I placed a pickup order directly from the restaurant's website for pickup at 10:31 AM today. Just six minutes later, at 10:37 AM, I received a text message stating that my order was ready. Confident in their promptness, I sent my husband to pick up our family’s sandwiches, only for him to encounter a frustrating and disappointing experience.

Upon his arrival, the cashier seemed aware of an issue with our order and mentioned there was only one chef working in the back. Despite showing the text message confirming the order was ready, my husband decided to wait. What should have been a quick pickup turned into an excruciating hour and a half wait for four bagel sandwiches. Our original order was placed at 10:31 AM, but we didn't receive our food until 12:00 PM.

During this time, I spoke with the manager, who explained that our order had been mistakenly bumped by a coworker and that they were overwhelmed with several catering orders. Meanwhile, my husband watched as other families dined in and left, receiving their food long before ours was ready.

Just to make everything worse, our order was incorrect. We ordered three cinnamon raisin bagel sandwiches and one plain bagel sandwich. We only received one cinnamon raisin sandwich and the plain.

While mistakes happen, what truly highlighted the unprofessionalism of this restaurant was the complete lack of acknowledgment or apology. When the food was finally ready at noon, there was no "I’m sorry for your inconvenience," no "Happy Father’s Day," not even a simple thank you for waiting. No offer of a coupon or any form of compensation was made.

This experience starkly contrasts with their claim that "OUR CUSTOMERS CAN ALWAYS COUNT ON FINDING A FRIENDLY AND ATTENTIVE STAFF TO OFFER QUICK AND CONSISTENT SERVICE TO ALL OF OUR GUESTS FROM MORNING UNTIL EVENING." Sadly, this was not our experience today, and it left us feeling undervalued and frustrated.

We expected better and hope that management takes steps to improve their service and...

I placed an order for delivery via their website on 6/7. Order arrived, but was missing both orders of fries. I sent an email with a copy of my receipt to notify them, but did not receive a response. So I called the next day (6/8). The manager I spoke with said she would look into it and refund my credit card for the missing items. I did not receive the refund, so I called back on 6/14. The employee I spoke with said that the manager wasn't available but that she would pass along the message to management so that they could issue the refund for the missing items. It is now 6/22 and I have not received a credit on my card, nor has anyone tried reaching back out to me about it.

I gave 2 stars because the items that did get delivered were good, but their customer service sucks. I was excited to find another restaurant with vegan options, but I've dealt with enough places to know this is the type of service that should be expected...

During January 2024, we opted for takeout from Milky Way. I ordered eggplant parmigiana. I did ask whether the eggplant slices would be freshly made.

At home, I was forced to throw out 90% of the dry, congealed casserole. There was no moist marinara sauce and not a single freshly roasted eggplant slice. Worse, croutons had been strewn over dessicated eggplant foodstuff, cheese over that, and the foil tray heated in a broiler to melt the cheese. By the time I attempted to eat the unappetizing monstrosity, less than half an hour later, it was dry, hard, and hardly warm, with no taste.

I am very, very sorry to have to leave this review. My conscience has been bothering me for leaving this awful experience uncited by a suitable review. So, here it is....