Lawson's West End Takeout — Restaurant in Warren

This review says one star - only because I am required to give one. If it were up to me, I would subtract stars...many of them.

Tonight my husband decided to order dinner from West End. While placing the order, we were placed on hold no less than six times - each for multiple minutes at a time. When we finally got through ordering and providing payment information, the girl who was "assisting" us interrupted us and asked us to "Hold on a second, I'm going to need to call you right back."

We had not received a confirmation of the order, or any acknowledgement that the payment had been taken whatsoever. We waited 20 minutes at home for a call which never came, and ultimately decided to get dinner elsewhere.

An hour later, after finishing our meal, my husband got a phone call saying our delivery driver is on the way. I called right back moments later to dispute this, and somehow within SECONDS they had lost all trace of the order.

I was again, repeatedly placed on hold and ignored. I could hear several people in the background confused asking if anyone remembered an order from a "Jennifer" (the name on the order was Jeremy, which they might have known had they let me utter more than 2 syllables before banishing me into the eternal void that is their hold line.

Eventually, we got on the same track...regarding the name, at least. Because I guess West End only creates one copy of the order ticket! What an innovative way to give back to the environment with conservative paper use, sending your delivery person off with the only existing record that an order was ever placed.

So, yet again, I am hung up on, assured that I will get a call back as soon as the delivery person returns with proof of my meal's existence.

Amazingly, they DID actually call me before I called them myself - that's one positive, so I guess that's what your one star is for. Good job! You've earned it.

If only the call could have been a better experience. A sincere apology for the confusion and inconvenience coupled with a justified refund (we sent the food back) does wonders to smooth over a damaged customer relationship. Unfortunately, the gentleman I spoke with decided to mansplain me on how "West End has never had an order take more than an hour" (something I know based on past orders to be entirely false) first before giving me a refund. Gotta keep the pride intact, I suppose. I hope it serves your business well; because you certainly don't serve...

The food and prices are good and reasonable, but be advised --

Delivery regularly takes an upwards of an hour, regardless of the day and time you order. Tonight, my order took over an hour and a half to come; I've had it take two hours before. The only thing that makes this semi-forgivable is the fact that there are NO delivery minimums. So, on those craving days where I just want a single pepperoni ball -- I'm set.

So, unless you're going to pick it up yourself, order WAY in advance before you plan on getting hungry and DO NOT order if you have to work in a few hours. You will not have time to eat it, if you even get it at all before you have to head out. It is a massive inconvenience and there is no "in under x-minutes or your money back" policy, and the staff does not offer any sort of compensation, regardless how long your order takes to push out.

My biggest advice? Pay cash. Do not give them your credit card number when you order delivery. Worst case scenario and you never get your food, at least you don't have to deal with the hassle of getting the charge reversed.

Please don't think I'm bashing the restaurant as a whole - I'm not. The food really is good! The service is just...

I was upset when my food came cold, again. Countless times this happened, when I only lived 5 min away. The deliverer had her young son with her, also. He got out of the car with her, I felt my food, and it was cold. Fuming, I said, "dam, sob, why did it get delivered this way?" Before the driver could say a word, her son said, "I know why." He got shooshed, she tried to apologize, and i did also, as I know she didn't cook the food. Then I thought, the child almost spilled the beans. Hmmmm. Wonder why it was cold. I don't care if it is 15, 20, or a few more min beyond the time expectancy, I want it hot. I tell all the places that I order from, please make sure its hot. They said they wouldn't deliver to me again, nor have I eaten, or tried to order there since.. It was my...