Lori's Roadhouse — Restaurant in West Chester Township

Beware when booking the VIP tables.

We were extremely disappointed with the level of service and staff interaction we received from LRH Live on 10/28/22. We purchased VIP tickets that included a $250 food/drink credit. Our receipt says VP 10/1. Our server was Eleanor. When we were seated, we asked about the credit we had from purchasing the tickets for the VIP section. We understood this credit to be $250. Eleanor responded that we actually had a $1000 credit. We were surprised by this and asked her to verify with the manager. She verified that we had a $1000 credit. There were five people at our table and all heard Eleanor say that we had a $1000 credit. We ordered some food, beer and 2 bottles of liquor thinking we were well under our credit limit. Later in the night Eleanor checked on us and asked if we wanted anything else. We again asked how much credit we had left and were told we had about $250 remaining. We told her we weren't sure about getting anything else and she told us we could take a bottle home with us, so we ordered another bottle of liquor.

When we decided to leave, she asked for a credit card and we were a bit surprised, but we wanted to leave a tip. When she returned to the table she brought a bill for $727.85. We asked why this was and she said that she made a mistake about the credit. We told her it was unacceptable and we asked to talk with a manager. After about 15 minutes, she came back and gave us an additional $250 off, but the bill was still far more than expected. When we asked again to talk with a manager, someone finally came over and told us that it was the server’s mistake. We told them that this was essentially a verbal contract since their employee confirmed that there was a different credit amount. Another manager came over and we were told that we had to pay or they would involve the police. We never got the opportunity to discuss the bill and since they took our credit card, they would not give it back. The second manager were aggressive and brought a police officer over who told us we had to pay the bill. We paid for the $477.85 bill but we felt completely scammed by the LRH Live business.

The following day we learned that another VIP group had a similar issue. Their server told them something different than what the tickets stated. I reached out to LRH on 10/29/22 and Jacob Harlan, the first manager we spoke with the previous evening returned my call. He apologized for the interaction the previous night and told me that he would speak with the owners regarding our dispute to see what he could do. He again said that it was the server’s mistake. I told him that this was essentially a verbal contract, since their employee confirmed that credit amount was $1000. He committed to calling me back with an update on either 10/30/22 or 10/31/22. Jacob did not call back. I tried reaching him 3 times and left 2 voicemails, but he has not...

Our visit last night was an absolute disaster regarding our food service. It was a sold out show and very busy so I do take that into account. However we arrived very early at 5pm to allow for the crowd and to order food. We ordered food at about 5:30 which we had to flag our server down to even do this. We were seated outside at a picnic table because all tables were taken inside as well as outside. I understood it was very busy. Now we order and wait for about an hour and I watch our server take a tray food over to another table that ordered right before us. She then walks away with that tray of food and takes it inside. About 10 minutes later she walks back out and gives that table their food. They finish their food and our food has yet to be delivered nor has our server returned at all to check on us. About the 1.5 hour mark we start trying to find our server or anyone to help us find our food. Bouncers continually tell a member of our party they have no idea that we need to find our server. Who is no where to be seen. Another table that say down way after us gets their food and is finished and we still have no food. Finally we find the server and about 2 hours into us not having food tells us that she gave our food to another party. That our food is being remade and will be up shortly. However this is not the case, we have friends stand in line at the short order window and purchase $9 burgers just to get something to eat because at this time we cannot find a manager either to address our missing dinner. The bouncers told us they were working to find a manager for us at 2.5 hours and no food. Finally at 2.5 hours the manager comes out with our food and tells us that we will not have to pay for it because of the unfortunate circumstances. Saying all of this, we have never had a bad experience at Lori's Roadhouse prior to last night. I am more disappointed in the fact that our server not once came to explain what happened and that she accidentally gave our food away. Instead she never returned to our table and we had to track her down. The manager took care of our food bill which we appreciated but it was a very disappointing situation with waiting 2.5 hours...

We showed up at 5:30, on a Wednesday, and sat at the bar. There were 2 bartenders & 2 servers. Took 15 minutes to get a beer and a lot longer to order our very overpriced food. My husband got the $22 shrimp & grits and it was the smallest portion of food (but good). I got a tiny portion of onion straws bc I didn't want to pay their prices. I have no idea how much they charged me bc they wouldn't give us a receipt. Again, we waited a long time for another round so I finally asked the guy, who was stocking beer, to help us. He did. Other friends ate. The $9 fries were good but were just garlic fries, nothing fancy. Another friend got some kind of chips & dip. She said it was gross. The band was amazing, as always, but they echoed all night bc of the building. When she would talk into the mic we couldn't understand anything she was saying. I understand this place is new and will likely work out their kinks but I'll never know as I refuse to go back. Our food & 7 busch lights cost $100! I really wish they would have gave us our receipt

UPDATE: The following day the general manager Jake reached out to me and actually called me. He was very personable and was concerned about our experience and was taking notes on the events that occurred so he could fix them and train his associates on the mistakes they made. He asked us to come back to give them another try and we agreed that we would. I believe that if the manager cares so much about this business to reach out to try to make things right then this establishment will be outstanding once they iron out the kinks. I'm going to bump the review up from one star to three until I return in a week or two and hopefully give it five stars after our second experience.

Last update: Our second visit was amazing! The service & the food was outstanding. Even though the sound still isn't great, we will...