ComplaintsforBob Evans Restaurants

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Okay I have tried to resolve this with Bob Evans customer service on multiple separate occasions. This has been going on since December. I went there with my daughter my 3-year-old for a carryout order Bob Evans to us is considered a treat because I'm a single mom and I go to college full time and that's all the income that I have is my student loan income so it's a treat for us well it wasn't that much of a treat when I picked up my food and got it home we couldn't even eat it! The potatoes weren't all the way done cooked through the gravy was on the cold side I had to ask for rolls instead of biscuits I mean it just was a horrible experience for all the money that I wasted that day. I reached out to customer service I said they was going to send me a gift card for the bad experience but according to them they sent it out to my address and didn't put the apartment number on it so I contacted the post office and they said well if they didn't put the apartment number on it then it will be returned to sender so it's ridiculous that I've been going back and forth with them since December for something that they said that they was going to make right that evidently they're not trying to April 10th they said they sent me out a gift card it should have been here by now if they did this is not right! I have multiple screenshots that I can share with you to prove how many times I've reached out to them and how many times they've told me they have sent me a gift card in which they have not.

  Business response

  04/25/2024

  I have sent a $50 gift card to the address the guest provided which includes the apartment number. My sincere apologies on the delay in resolving this issue.

  Customer response

  04/25/2024

  I accept the business's response to resolve this complaint. I thank you for providing such a quick response and finally sending the gift card. Thank you

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been to 3 different Bob Evans restaurants in the past year and NONE of them serve Bob Evans link sausage, instead a cheaper off brand. So I can buy Bob Evans sausage in a store but not in their restaurants? I have written their company headquarters twice this past year and have received no response. So aren’t they guilty of false advertising or bait and switch or something like that if they don’t sell Bob Evans sausage in their restaurants?

  Business response

  04/01/2024

  Thank you for the feedback about your visits this past year. Product availability can vary by location. I will give your feedback to our purchasing team for them to look into this further.

  Customer response

  04/02/2024

  I have been to numerous grocery stores in the area and they all have an over abundance of every type of Bob Evans sausage, so their response that they will check product availability is pure hogwash. Furthermore, if they were at all concerned about this issue they would have responded to one of my letters to them.Bob Evans is just blowing smoke and need to seriously address why they are not selling Bob Evans brand sausage in their restaurants: 
  

  Business response

  04/02/2024

  The action that was requested by the guest is happening. I am not sure what additional information you need from us.

  Customer response

  04/05/2024

  As stated earlier every grocery store I’ve been to in Ohio carries Bob Evans sausage and they we’re made aware of this over 6 months ago and the 3 aforementioned restaurants still don’t carry Bob Evans sausage as far as I know. Product availability is not the issue so what is and do you EVER plan to carry Bob Evans sausage in these restaurants?
  

  Customer response

  09/03/2024

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

   

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

  Complaint Detail / Problem
  Complaint Type:

  I have visited 3 different Bob Evans restaurants in the ******/********** area in the past year. Each time I ordered *** Evans link sausage as part of my meal, only to find out they dont serve *** Evans sausage in their restaurants. When I filed a complaint with the BBB about 6 months ago *** Evans responded at first they had some supply chain issues and would look into it. When I asked why you could readily buy *** Evans link sausage at virtually every grocery store in our area, they responded to the BBB that we told the customer (me) that we were looking into it, what more does he want! Fine, so I waited about 6 months and revisited those same 3 restaurants, still no *** Evans sausage. Why.

  
  Desired Resolution / Outcome
  I want them to explain why they dont sell *** Evans brand sausage in their restaurants.

  Business response

  09/04/2024

  *** Evans works very closely with our suppliers and vendors to serve the highest quality, freshest ingredients. We take pride in the relationships we have with local farmers, which you can learn more about here: *********************************************************. We hope that you continue to dine with us and enjoy our delicious food and heartfelt hospitality! 

   

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21475537
  
  I am rejecting this response because: 
  They still didnt answer as to why they dont serve *** Evans sausage in their restaurants
  Regards,
  
  ***********************

  Customer response

  09/12/2024

  For some odd reason the BBB thinks that *** Evans answered the complaint when in fact they still havent answered as to why they dont carry *** Evans link sausage in their restaurants while its available in nearly every nearby grocery store. If they choose to use another brand that is fine, just admit that.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered food delivery and food was not edible. Contacted Bob Evans and told them. They just blew me off.

  Business response

  01/25/2024

  The order has been refunded.

  Customer response

  01/25/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered breakfast for delivery directly from the Bob Evans website on January 10th. The order was confirmed but never delivered. I called the 300 Mall Road Barboursville, WV location where the order was coming from. I spoke with a manager who was very rude. I was told the delivery driver did not have working phone but they gave me his number anyway, Bob Evans has no control over who picks up the food for delivery , I would have to call the driver directly with the number they gave & work it out with the driver directly, and I WOULD NOT BE REFUNDED. Very disappointed. I will not order for there again. Total disregard for their customers. I am an elderly man who recently had a hip replacement. I live alone & decided to splurge on a hot breakfast. I got no food & no refund. Bob Evans takes advantage of their customers. I’ve never been treated so poorly by a restaurant.

  Business response

  01/23/2024

  I sincerely apologize for the inconvenience and your order has been refunded.

  Customer response

  01/24/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Thanksgiving meal for my family from Bob Evans in the amount of 92.00. After eating the food my son who is 7 years old got severely sick, resulting in food poisoning..I called the restaurant location that I ordered from and spoke to the manager, requesting a refund for contaminated food..He stated that I can only get a refund if I used a credit_debit card and I should call guest relations..I spoke with guest relations and they stated the same as well as offering me a gift card...I don't want a gift card from a establishment that one can get sick from the food..I called back the manager to see if there is anyway I can get my refund in cash due to that is the method of payment I gave for the purchase..He stated he would look into it and call me back..This conversation was on Friday Nov 25...I just would like the refund of the method I paid..They have copies of all take out orders. Thanks in advance.

  Business response

  11/30/2023

  I am so sorry for the experience that you had during Thanksgiving. Please provide a copy of your receipt or order number and we can begin to process a refund for you in the manner in which you paid.

  Customer response

  11/30/2023

  Consumer called to see what she could do if she didn't want gift card offered by business. Explained she needs to accept or reject in writing the response she got today (she had rec'd & read it) & she will do that.

  Business response

  12/07/2023

  I can start the process of issuing a refund check to the guest. If the guest would like a cash refund, I will have the Director of Operations connect with the guest directly.

  Customer response

  12/07/2023

  I accept the business's response to issue a check to resolve this complaint.
  

  Customer response

  12/28/2023

  Complaint: 20917297
  

  I am rejecting this response because: 

  Good Afternoon,

    The Bob Evans that is in reference is the ******, PA location. I contacted the resturant on November 23, 2023 to place order for pickup on November 24th for a hot turkey family meal with beef, 2 orders of mash potatoes, 1 order of corn, 2 orders of biscuits, and a loaf of banana nut bread, that totaled to 92.50. I spoke with 2 different Managers there by the name of Eric and Shawn. I gave my receipt number when I first initially filed a claim. I paid cash and don't have the hardcopy receipt. I just would like a refund due to my family, especially my little boy was severely ill. 

  
  Regards,
  
  ****** ********

  Business response

  12/28/2023

  I checked the receipts from that restaurant on 11/23 and 11/24 and do not see a receipt for that amount with those items on the order. I have emailed the restaurant to see if they can provide me any additional information to locate the receipt. If the guest has any additional information that can help me locate the receipt that would be greatly appreciated.

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an Thanksgiving dinner Hot Meal order from Bob Evans with order number ***************** from CATONSVILLE **** ********* ******** ****, Catonsville, MD 21228 I did not receive several items including Turkey (main dish) and gravies. I called the +1*********,, the location but they never picked up the phone

  Business response

  11/27/2023

  We sincerely apologize for the missing items. The order has been refunded.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered pick up today for my husband and I. I paid extra for the 3 course meals at $19.81 a piece. When I got home I noticed my husband’s Mac and cheese was missing and we were both missing the gravy from our mashed potatoes. The chicken we ordered was also burnt. I’ve eaten from this location many years and have always had a great experience until tonight.

  Business response

  11/14/2023

  I sincerely apologize for the experience you had. That is not our standard and not how we want the dining experience to be. I have refunded your order of $49.59. Please reach out to us any time you have a concern.

  Customer response

  11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you, your assistance with this concern is appreciated. 

  Regards,
  
  ******* ******

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 turkey dinners from the Beechmont Ave. Cincinnati, Ohio location for pick up. The food is awful! It has too much seasoning and SALT!. You can't eat it without gagging! I called and talked to the night manger who told me that the food comes in from a distribution center and they have changed the seasoning. I wanted a refund and she said that she couldn't take care of it. This is unacceptable. I won't be going back if this is what is being served.

  Business response

  10/27/2023

  I sincerely apologize that this was not taken care of immediately. That is not acceptable. Please send your order number or check number and we will refund the order. 

• Initial Complaint

  09/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order for delivery. I was prompted to enter in my delivery address and asked to provide a tip for the driver, which I did. I selected 20% which was more than the recommended amount. Once the order was paid for and submitted, the confirmation I received was for pickup NOT delivery. I called the store to verify and was immediately placed on hold for 10 minutes. I eventually hung up and called back and spoke to what I later found out was the general manager. She confirmed the order was for pickup and nothing could be done about it to correct it to delivery or refund the extra amount I paid for nothing. I asked where the tip was going. She said to the person bagging up the food. I find that to be ridiculous and feel scammed by Bob Evans. The nonchalant “oh well” type of response I received by a GM of all people makes my experience even worse. Poor customer service and poor online ordering service.

  Business response

  09/28/2023

  I apologize about your experience with ordering online. I would be more than happy to refund any charges that were associated with the order being entered as delivery. Please provide your order number and I will refund the all delivery fees and driver tip.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to this Bob Evans and had a coupon they sent on the app for a free piece of cake. They scanned the coupon and I paid cash but when they scanned the coupon it charged a credit card I had used for a pick up order. So since I had paid twice I immediately called and talked to a manager who confirmed what happened and that they would refund my card. It has been almost a month and I have talked to 3 managers and a district manager who have all confirmed I paid twice and they would refund me but I have not received a refund. They keep trying to put me off by blaming system issues but I think they are just hoping I go away. I don’t understand why they won’t make this right.

  Business response

  09/07/2023

  Please send me the order number or restaurant number/order date and I will refund the order.

  Customer response

  09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩