The Original Steaks and Hoagies - Westlake — Restaurant in Westlake

If I could give Original Steaks and Hoagies zero stars, I would. My fiancé and I went to the Water Lantern Festival in Berea on Saturday, August 23, and this food truck completely ruined our night.

We ordered at 7:20 PM and did not get our food until after 9:40 PM. Three hours of standing and waiting, only to receive the wrong food that was cold, stale, and had clearly been sitting out for hours. By the time it was finally handed to us, the festival was basically over.

The two people working the truck were unbelievably rude. Instead of helping frustrated customers, they spent the night screaming, swearing, and insulting people. When anyone asked for a refund, they were yelled at, ignored, or flat-out refused. My fiancé asked politely for our money back, and the woman working literally walked away from him while rolling her eyes.

To make things worse: • They were handing out food that belonged to customers who had already left hours earlier. • The man told the woman not to put toppings on anyone’s sandwiches, so people were not even getting what they paid for. • They were openly kissing, calling each other “baby,” and acting impaired while preparing food. • They told customers that waiting four hours was “normal.” That is absurd and insulting.

We also called the store afterward to speak with a manager and were hung up on multiple times. That shows this company has no respect for customers at any level.

This was not just bad service. It was the rudest, most chaotic, and most disrespectful experience I have ever had with any business. The other food trucks at the festival served people quickly, which proves the issue was not the size of the crowd but this company’s complete lack of organization and professionalism.

Solutions this business needs to fix immediately: • Set up a text notification system when orders are ready • Cap the number of customers you can serve and cut off the line if necessary • Be honest about wait times with signs so customers know what to expect • Stop handing out abandoned food and instead ask people waiting for their names and orders • Refund customers when service fails • Hire professional, sober, respectful staff who actually care about the business

The workers running this truck should be immediately fired, and the business owes every customer from that night a full refund and a public apology. Until that happens, I strongly recommend avoiding this business...

If zero stars were possible, that is what I would give Original Steaks and Hoagies.

I went to the Water Lantern Festival in Berea on Saturday, August 23, and this food truck was a complete disaster from start to finish.

I placed my order at 7:20 PM and did not receive my food until almost 10:00 PM. Nearly three hours of waiting only to be handed something cold, wrong, and clearly left sitting out for ages. By that point, the event was basically over and my night was ruined.

The two people working the truck could not have been less professional. Instead of helping frustrated customers, they screamed, swore, and mocked people who just wanted answers. When customers asked about refunds, they were brushed off, yelled at, or ignored. At one point, the woman working the counter rolled her eyes and walked away in the middle of a refund request.

Some of the worst things I witnessed: •    They started giving out food that had been abandoned hours earlier by people who already left. •    Sandwiches were missing toppings because one worker told the other to stop adding them. •    They spent the night kissing, calling each other “baby,” and acting like they were impaired while preparing food. •    When people pointed out they had been waiting three to four hours, the staff claimed it was “normal.” That is completely ridiculous.

To make matters worse, I called the store afterward to speak to a manager and was hung up on multiple times. That shows how little this business cares about customers.

This was not just bad service. It was chaotic, disrespectful, and completely unacceptable. Other food trucks at the festival managed to serve their customers quickly, so there is no excuse. The blame falls entirely on this business’s lack of organization and professionalism.

The Water Lantern Festival confirmed they will not be inviting this vendor back in the future, which says everything. Until this company makes things right, I will continue warning others to...

Terrible! Unfortunately the language barrier made ordering very difficult. Frustrating not being understood and not being able to understand, having to look at the screen and shake my head “no” until it was right. A chicken bacon ranch, a spicy Italian hoagie with no onion, and a Dr Pepper. $37 and change with a small tip. We sat down near the counter and waited, one of the employees handed my wife a basket. She looked at me confused and asked if it was mine. I looked, and it was not. Asked the employee which one it was, and was the spicy Italian hoagie. It had what looked like a thin slice of turkey, some mustard or cheese sauce, and a few crumbles of bacon. Not the freshly chopped Genoa salami, hot capicola, pepperoni, hot pepper relish and our amazing house made spicy mayo as described, nor was it a chicken bacon ranch. At that point, I gave up. I said thanks but no thanks, I’d like a refund. I purchased on a card, between the two of them, they didn’t know how to credit the card, so one pulled $30 cash out of the drawer and said that was for the pop. I left before getting any more irritated, so my Dr Pepper 20 ounce was over $7, as they kept the tip, and then some. Shut this place down until you find employees that can do the job, and...