Vinay G.
Google
Summary: Thanksgiving Day Order Debacle. Restaurant forgot to include more than half of my "at home" Thanksgiving order. Made multiple trips to pick up items they forgot to include. Staff did not do anything meaningful to rectify the situation.
Details:
We wanted a low key Thanksgiving dinner this year, and opted to try the "at home" option Eddie Merlot offers. I ordered the standard 5 person package they offer through their website, and a few additional sides with pick up for 9AM on Thanksgiving day.
From then on, this was a horrible experience, and a complete waste of my Thanksgiving morning. I called the restaurant ahead of time at 9:20AM to confirm they were open and ready for customers to pick up. I was told everything is all good and to come on by.
Upon arriving there about 20 minutes later, around 945AM, I gave the front staff my name. They came back a few minutes later and said they didn't have my order, and if I was sure this was the name. I showed them my online order confirmation, and a few moments later they told me it was not ready and I would have to wait (I'm guessing they completely lost my order). Other customers came and picked up their orders in the mean time.
About 20-30 minutes later, they gave me my order in a few take out bags, and I was on my way (or so I thought). Upon arriving home, I realized that did not include 5 (yes 5!!) of the items I had ordered. We were missing asparagus, mac & cheese, stuffing, brussel sprouts, and gravy.
I called the restaurant who apologized, said orders were being handled by the back of the house and that they were overwhelmed. Despite me giving them multiple opportunities to make it right, they only offered to have me come back and pick up my remaining items when it was convenient for them in about 30 minutes. They would not deliver it to me (about 2-3 miles away), and could not accommodate later in the day as they anticipated additional guests coming to dine.
I went back and grabbed what I thought was my remaining items. After driving a few minutes, realized they forgot some additional stuff. Headed back and picked those up. After finally getting home another hour later, realized they did not include the gravy.
Overall, horrible experience, and a complete waste of my Thanksgiving morning. Poor communication between the front and back of the house. Gina the lady in the front was nice, but nobody offered to really make things right. Very disappointed in Eddie Merlot's and will not be returning anytime soon.