Lousy Food - Manager Had an Attitude Problem.
BOARDMAN, OHIO -- This is the letter I sent to Cheddars Headquarters.
This is the second time we have ate at a Cheddars, since Cheddars came into our area, well, actually we have to drive over an hour to any of them, this is why we don't go often, plus they haven't been in this area very long.
This is an complaint! We hate at the one at Erie PA and really enjoyed it, your prices are reasonable, service was great, so on black Friday, when shopping in a different area, we decided to have lunch at Cheddars, first off, let me tell you, if our first experience had been like this one, we would have never ever stepped back into one ever. We eat out every weekend and this was by far the worse experience we had ever had. When we got there, it wasn't real busy, had to wait about 5 minutes on a table, told us 15, so that made us happy, Our waitress was great. She got our drinks and took our order, it was taking a lot longer to get our meal than at Erie, but it was starting to get busy, we don't mind waiting on good, if it is good. Our waitress took our order, we ordered burgers and fries, both sounded good, this is when the problems started. Like I said it was taking longer than Erie, but we don't mind waiting, within reason, there were 2 different couples, one on each side of us.
After the waitress took our order, she took one other order and then we didn't see her for a bit, 20 minutes later, the couple sitting behind my wife, got their order. Remember, they came after us and placed their order after us, this seemed odd. I told my wife I am going to see how much longer before we get our tray, it was almost 8 minutes.
I had the smokehouse burger, which was supposed to have 4 pieces of bacon. Well, someone needs to learn how to count, there were only two. My sandwich had definitely been sitting around awhile, it was almost room temperature. The cheese on the sandwich even looked old and my fries were the same temperature. My wife did not get her fries, when the waitress came back to ask how things were, we told her my sandwich wasn't hot, neither were my fries, and my wife didn't have fries on her order. She went and got my wife her fries, she asked if I wanted them to make me another sandwich and I said no, we were hungry, duh. That is why we were eating out and I already had to wait almost 30 minutes, why wait another 30 minutes? If we had ordered steaks or shrimp or something harder to cook that would have been different too. Oh, my sandwich was supposed to be well done, my wife's medium rare, they were cooked the same, we questioned why 2 other couples who came in after us, placed orders after us, got their food almost 10 minutes before us. We told her, we knew it was not her problem, it was the kitchen. She sent the manager out and let me tell you, I was in fast food for 10 years and if I had treated customers like this manager treated us, I would have been fire!
The manager came out and seemed to have a little attitude. I understand it can be hectic at times and people can be difficult, but if he is not a people person, then he needs to find another job. Anyway, we explained that our sandwiches were not hot, that my wife's fries were not with her sandwich and we also brought up, on how 2 different couples ordering after us, got their meals almost 10 minutes before us and his 'tude' really showed. He said after the waitress explained about our problem, he looked and the meal was prepared within 18 minutes, because he checked the time stamp and he was sorry if that wasn't good enough for us. We tried to explain the biggest problem was serving orders out of order and he just brushed us off. Well, I am sorry, our food may have been cooked within the 18 minutes time frame your company shoots for, but it was not delivered in a timely fashion. There was another couple(third couple)who came in a long time after us, got their food within 15 minutes, from ordering. He did not offer to fix us another meal to replace it or even apologize for the problems, He had the attitude that him and his staff are always right and the customer is always wrong.
I know this is a new location and hasn't been open long, but I am sorry, I would think that since it is a new location, they would strive to make sure all of their customers are happy, he may have thought that he had the last word, but, maybe he doesn't realize that word-of-mouth can either be the best advertisement or the worse advertisement and in this case, it won't be positive.
Thank you very much for your time.