The Over/Under Bar & Grill — Restaurant in St. Louis

The worst customer service I have ever experienced in human history. Where do I begin??? First I placed my order on their "preferred site" TOAST LOCAL in which I received an email stating my order would be ready for pick up at 6:23pm.

I arrived right on schedule since I only live across the street. They seemed to be a little busy which was fine but never did I imagine I would be waiting as long as I did. Since I order so often, I already knew to stand by the sign that says "Stand here for Door Dash order and Pickup."

Myself and another guest were both waiting for a to go order when a waitress walked up to us and said "The host will be with you soon!" Ok thank you I replied and waited an additional 10 minutes before the host actually came.

You wont believe this! The host walks up to me eating cheese fries and goes "Are you waiting for a pickup?" as she stuffed her mouth with more fries ( I wish I was making this up lol). From there I was told "Just stand on the other side of the bar, you can pick up your food from over there. No worries, I made my way to the other side of the bar where I stood for a few more minutes only to be told by another waitress/bartender that they preferred me to stand by the pillar instead. Now standing by said pillar for another 5 minutes, another worker then asked would I like to have a seat at what appeared to be a staff table that had cleaning products and other misc. items on it. I sat for another 5 minutes hoping my food would come soon. As I watched other to-go orders go out hoping one was mine I was quickly disappointed as I watched those orders go past me. :-( It gets worse. By this time I stood up again by the pilar thinking I was being ignored due to the location I was seated in. Another person came and stood by the pilar next to me and they begin to start looking around as if they were experiencing the same thing. I said to him "I've been waiting since 6:23pm" and he replied he had already been there 20 minutes himself. I then seen him walk off so I guess he had been helped. I then had another male walk up to me and asked me the name on my order even though I gave that information to the first 3 people I spoke with. He confirmed it should be out soon. But it wasnt!!!!! Nope still standing there I began to write a review on their Toast portal which at the time was 6:47pm After that I had the 2nd waitress come back up to explain that they were short staffed and to offer me at least a beverage free of charge since I waited so long. Of course I declined as I only came for the food I ordered. But somehow it got WORSE!!! (NO LIES TOLD) as she walked off the Cheese Fries Host kept staring at me and until she finally walked up and said "Whats your name again?" lol. I told my name on the order for now what felt like the 5th or 6th time. She walked off and comes back attempting to explain the following: "They dont really be caring about online orders for real, they usually be turning that off and we didnt know the AKA's were coming in town so they kinda threw us off but they should be starting to make your food now. By this time its 7pm. So I asked some very valid questions.... Why offer online orders if you don't care about them as you put it? How can a downtown business not pay attention to the events that come in town since St. Louis is known for hosting tons of events for out of town guest. I would imagine as a downtown restaurant owner that you would want to keep up with all upcoming events and to make sure you are well staffed to ensure you are providing the best service possible. Why leave the online orders on and not adjust the "order prep time" instead of setting false expectations for your guest?

They didnt have a valid reply at the point and then confirmed that "She" whoever she was, was working on my order now. At 7:06pm lol! Even though I paid for the order online I told the staff to eat the order. Or give it to the cheese fries host for all I care and...

Awful dining experience. Arrived around 8pm. Party of 6 seated in “dining room” in folding chairs at a folding table (like the 6ft kind you buy at Sam’s Club) covered by a table cloth; there were plenty of regular open tables that could have accommodated our party, but this was the least of the issues. Ordered drinks and my cider came in a can; asked for a pint glass (to pour it in) whenever she had time. After her second time back to the table, had to ask again…..she eventually returned with a rocks glass. At that point I just made it work. After ordering our food, waited almost 90 MINUTES (nope, that’s not a typo) to get it. After about 40ish minutes the server did come back and apologize for the wait, explaining that the kitchen was backed up as well as having a new cook who was “learning”, and said it would be 15-20 more minutes for our food. After another 30ish minutes, she came back again, stated she didn’t know what was going on in the kitchen, but that our ticket was next up and it would be 2-5 more minutes. 10 minutes after that, one of our party got up and left after being tired of waiting. When the food came, it was nothing to write home about…..fish and chips was 4 scrawny pieces of flaccid fried fish with twice as many fries. No tartar sauce, not even a lemon wedge…..just a pile of fries and fish on a plate. Waygu burger ordered medium-rare came out well-done - have had better burgers at Culver’s! Ordered it with ketchup and mayo, didn’t come on it or with it so had to ask for it, only to be told they were out of mayo. Huh?? Kids grilled cheese was overcooked/too dark so had to scrape the “burnt” part off so it could/would be eaten (what little kid likes “burnt” grilled cheese?). Chicken tender sandwich was just “meh”. At no point did a manager ever come to the table to apologize for or explain the wait until I went to the host stand and asked for the manager to come to our table (had to wait 10ish minutes just to get the host to acknowledge me - said she’d be right back then walked away. While I waited I warned incoming diners - families with kids - of the issues we experienced to save them the hassle we went through). When the manager finally arrived, I showed her the very overcooked burger and she stated she would take it off the bill (no way I was sending it back and waiting another hour!). She then went on to explain that it was their first night for carry out orders and the kitchen got swamped (didn’t see a single person leaving with a carry out order in the 2 1/2 hrs we were there!), and that it was the Cardinals opening night and the host should have told us when we were seated that it would be an hour wait for food; we were told no such thing and wouldn’t have stayed if we were! She stated she would also discount the bill for our trouble. She then came back with 1 bill instead of the two separate bills I asked for when we placed our order. She said no problem, she could split them, then came back with two bills but said she could only apply then discount to one bill, not both - huh? Complete joke and very frustrating. The only positive note I can leave about this place is that the shrimp po...

I work upstairs in the same building, and was working on a Saturday when I decided to order lunch online from Over Under. I figured it would be convenient since it's right downstairs.

First thing I noticed on the website: there’s no real option for non-alcoholic drinks besides Red Bull. Small thing, but still — kind of surprising if you’re ordering lunch.

I ordered a catfish sandwich with cheddar and all the toppings (which from the description meant lettuce, tomato, pickles, and onion), a Caesar salad, and fried pickles. I got a pickup time about 20–25 minutes later.

I showed up on time and was told by the hostess to wait by the bar for carryout orders. The spot she sent me to was right where all the servers were constantly coming to grab drinks — super busy, super awkward, and I felt like I was in the way. I stood there dodging servers for another 20 minutes before I finally asked the bartender (who was actually very nice) how much longer it would be. She apologized and said about 10 more minutes.

At that point, I’m hungry and frustrated but trying to be patient. I asked if there was a better place to stand because I was tired of feeling like a human roadblock. She suggested standing back up front — I decided to just wait outside instead.

After the extra 10 minutes, I came back in — still no food ready. I waited about another 10 minutes before a young lady came out with a to-go order. When I asked if it was mine, she thought I was DoorDash. Nope — just someone who ordered online, directly. She checked, and it was my order. (Ironically, we shared the same last name, but by then, I wasn’t in the mood for small talk.)

Got back upstairs, opened my order — the fried pickles were good, the salad was solid — but my sandwich was basically catfish and melted cheese. No lettuce. No tomato. No pickles. No onions. None of the toppings I ordered.

At that point, I was too hungry and worn out to even complain. I just ate it and kept it moving.

Honestly, it’s disappointing because of how convenient Over Under is for me, but this was my first experience — and first impressions matter. Between the missing items, the extended wait, and the awkward pickup process, I’m not sure I’ll be giving it another shot...