Steak Escape Sandwich Grill - Westerville — Restaurant in Westerville

Sorry that my review is extremely specific to one experience but the TL;DR is decent food at a reasonable price can only make you minimally satisfied when customer service is very poor. And I wouldn't trust the drive thru because my order wasn't even right after making it a second time when I ordered inside.

I just went in today to place an order for a wrap and a sub. Upon walking in, I stood at the register for a couple minutes while the young lady posted there looked at me with her head down a few times, earbud in. Finally I was asked what I wanted to order. Only odd thing I did was request no onions for either. Receipt confirmed this. Sub was made fine. I saw the same type of meat as my wrap was placed on the grill with onions but thought it may have been for one of the drive thru orders. The wrap was assembled, I was told it was mine, and they asked if I wanted any sauces, lettuce, etc. I politely pointed out I had ordered the wrap with no onion. The gentleman operating the grill apologized and went to work on a fresh one (cool). 5-10 minutes later (I guess my wrap was using up the last of the crispy chicken they had prepared so they had to fry some more up), my wrap was again assembled and I was prepare to answer the sauce question with the fact I did want ranch on the wrap. However, the lady from the register had moved down to finish the wrap. She kept her head down with earbuds in again, wrapped it, put it in the bag (with the now much cooler sub), and didn't speak a word as she handed me the bag. I didn't want to be THAT customer, so I didn't ask her to unwrap it all and put ranch on it.

I understand people have off days in customer service, but acting like the customer is a burden takes it to another level. 3 things went wrong, but I am only counting it as 2.5 strikes against them since the man on the grill was sincerely nice and apologetic. Hence, 2/5...

Update as of March 22, 2021: The issue has been corrected, my payment refunded, and coupons received. I appreciate the owner of this Steak Escape location getting in contact with me. I am receiving five star service again from this location. The orders continue to be accurate and the food is delicious. Thank you.

Normally I receive five star service from this Steak Escape location but not today, Friday, March 5, 2021. The dining room was closed and only the drive thru was open which meant that those of us who placed on line orders or were waiting on Door Dash orders were not going to be receiving our orders today unless we waited a very long time in the drive thru. I am not sure who owns this franchise or location but I am sure a lot of sales were lost today. I along with other deliver drivers left because we could not enter the dining room and the drive thru line was too long. I tried calling this location three times and I also tried calling corporate twice about my experience with this location but no one, not at this location or corporate, was answering phones today, only the fax lines or voice mails were available. I will therefore file a complaint with the Ohio Attorney General's Office of Consumer Affairs regarding a refund that is owed to me. Steak Escape Westerville accepted my payment for an order I placed online but did...

Decided to eat here over Swensons. What a mistake. The fries were terrible, but worst of all the tea I purchased was rotten. It tasted rotten and smelled worse. When I reported it to the drive thru worker she was very flippant. I pressed her that they needed to toss the tea. Her response, "no one buys it anyway." So this unsweetened tea has probably been sitting there for days. Because of the workers attitude I asked to see the manager, the worker went to tell the manager and was laughing along with the other workers, then turned around and yelled, "she said you are going to have to wait". Very unprofessional. When the manager came to the window, I explained to her that having a flippant attitude when someone injests something rotten at a restaurant is pretty bad. People get sick and die from ingesting food handled improperly. Me and everyone in the car decided we will never visit this establishment again. Not just because of the rotten, sulfur tasting tea-- but the poor attitude of the worker, and...