ComplaintsforBob Evans Restaurants

• Initial Complaint

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered twd meals from Bob Evans, but also called the store to confirm they understood my special instructions. I was told to do it again as no coupon was applied. and it only worked online. I did the whole order again and confirmed with ******** Card that my purchased had been charged. When I went to pick up the order, they said their internet wasn't working and I had to purchase it there. it took 45 extra minutes. I called and was told they were too busy to help when I got home and realized some food was missing and some was cold. no one cared

  Business response

  08/18/2023

  Good Afternoon,

   

  Please send a new email for this case with an updated code.  This one would not open the case.Thank you,

  ****** ******

  Business response

  08/21/2023

  I sincerely apologize for the experience the guest had while ordering from us. I would be happy to refund the order. If I could have the order number OR the check number, restaurant number and date, I will process that refund immediately.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered food from the Adrian, Michigan location but received the wrong items. I ordered two Rancher BBQ beef dinners but when I got home I received RANCHER BBQ BEEF BURGERs instead of what I ordered. I would like a replacement or refund.

  Business response

  08/16/2023

  I sincerely apologize that you received the incorrect order. If you could please provide me with an order number or check number, I would be happy to refund the order for you.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last month I order filet sole dinner that came out dry and over cooked and corporate apologized and sent me a gift card to get a new dinner . I went yesterday around 7 pm I phoned in the order with the manager on duty and I told him please PLEASE make sure cod dinner is not burnt . When I arrived and got my order manager brought out my food and as he went to get my gravy I opened the Cod dinner and it was completely burnt to a crisp . I showed the manager how dark brown it was and how hard it was and demonstrated how hard it was for me to use two fingers and break a piece off. He said that’s how corporate wants us to fry it for 8 mins and we can cook it less to make it not burn . It’s fried in too hot off oil then I don’t want it it’s burnt . Well that’s how corporate wants it we can’t do anything about it. So I had to leave with no food and no money as manager didn’t offer another replacement or money back. No wonder local FB page has so many complaints on this local bob evans and telling people not to come here . I am severely disappointed in BOb Evans in London Ohio. Corporate really needs to come and spend some time here and correct it’s many issues including the quality of food they send out. You can look at video footage from 8/10 around 7pm and my interaction with the manager and food.

  Business response

  08/16/2023

  The fish should have never been served to you that way. I sincerely apologize that you had that experience. If you send me your receipt number or the amount of the bill and method of payment (last 4 of cc, if a credit card was used) I would be more than happy to refund your order.

  Customer response

  08/22/2023

  it does not let me answer the information requested by company. I paid with a bob evans gift card and order around $19 . I don’t know if the card is reloadable #****************. If not compensation can be sent to *** * *** ** *** * ****** ** *****
  

  Business response

  08/23/2023

  We will send a $20 gift card to the address provided.

  Customer response

  08/31/2023

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I doordashed Bob Evans and ordered myself a chocolate cake. Either within the cake or in the ice cream container, I found tiny shards of glass. The complaint number has yet to reach back to me.

  Business response

  08/04/2023

  Please send me the order number and I will refund the order and begin an investigation into the glass.

  Customer response

  08/08/2023

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

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  False advertising. Easter Celebration Platter and Mothers Day Celebration Platter. I purchased the Easter Platter on 4/7/23 and no ham was in meal. I contacted restaurant and spoke with two different people, including the Manager and they stated no ham came with meal. I e-mailed headquarters and after weeks and weeks they offered a refund for the meal but I have not heard back from them as of 5/24/23. I had ordered for delivery and paid additional delivery charges and driver tip because I wanted what was offered in the Special, which I did not get. I contacted Bob Evans again in regards to the Mothers Day Platter and asked them the same question - does this platter come with ham. They again repeated 'No', even though it's clearly shown on website.

  Business response

  06/06/2023

  We emailed ****** on 4/21 and asked for her to provide the restaurant she ordered from or the order number to be able to refund her order. In the last 18 months, there have been 11 concerns that have been submitted and we have responded and resolved each complaint. If we are not able to locate the order, unfortunately we are not able to refund it. 

  Customer response

  06/06/2023

   I have submitted required information via email to Bob Evans.on May 24th. I submitted order number, my information and the store information.
  
  

  Business response

  06/12/2023

  Please provide the order number and we can refund the order.

  Customer response

  06/12/2023

  I accept the business's response to resolve this complaint. Even though the company did not offer any reasons for false advertising or ways they would initiate to correct, I will close this case.
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have left 5 messages at the Bob Evans Customer Service number (in last 2.5 weeks) and waited on hold twice for over 20 minutes when the message tells me I am #1 in line to be helped. I spoke to a representative at the Customer Service in late February to verify the Gift Card I had purchased had a balance of $25. At that time, the Rep verified the balance. I went to use the gift card on May 5th (if I remember correctly) and I was told there was a $0.00 balance. Why was my gift card zeroed out before it was even used? I see on here that there is a Bob Evans person that monitors this site, so I am looking forward to resolving this issue. I would like to receive a direct phone number or email address to fix this issue. Bob Evans is a great restaurant and I go 2-3 times a month. It is also from my original home state.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I've come back to this after a couple days I thought I would give the company the opportunity to respond but they didn't and it looks like I have to input everything all over again which I don't want to do so the highlights... I had an unsatisfactory carryout order a couple weeks ago. I tried to call the restaurant. They put me on hold for 5-10 minutes so I gave up went on the website filed out form they responded they would notify the regional manager never heard from them and finally wrote to the corporate office nothing from them either. In brief had a carryout order that did not have what I ordered, did not have any condiments, have a very small portion of what was and it didn't seem they took the time to prepare without just throwing things together.

  Business response

  04/28/2023

  I have reviewed the prior communication and we failed to follow up with your concern properly and for that I am truly sorry. The Director of Operations should have contacted you and we should have sent you a gift card or refund. Is your current address on **** ********** way?

  Customer response

  05/05/2023

  acceptance was predicated on getting something in the nature of a gift card from the company. Apparently they asked for my current address which i responded. My current address is the same as was stated in the original complaint. **** ********** **** ******* ** *****. Please let me know what is going on with this. I am very concerned about the process and how this can be avoided in the future. Up to a point I am wiling to give the company the benefit of the doubt but it really seems like they are avoiding doing the right thing.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/14/2023 I dined at the bob evans 113 in Willoughby ohio after eating I placed a to go order for a chicken family meal I ordered a 6 piece chicken costing 34 dollars with fries upon getting home I realized I had been charged 10 dollars for the fries I thought the meals came with 2 sides and biscuits which I didn't receive also the chicken was badly burned when I called the store they said the side dishes were supposed to be charged separately that's not what the online menu states so I ended up paying over 44 dollars for food that was not edible invoice number on the receipt is *********

  Business response

  04/24/2023

  We will refund the order. If the guest can provide the last four of the credit card that was used we can provide a refund for the order.

  Customer response

  04/25/2023

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

• Initial Complaint

  02/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Walked into Bob Evens in Marysville 2/11/23 before 9am and had to wait to get seated. The hostess seen us but he never said anything to us about someone would be with us shortly. The entrance area started to fill up and still nothing was said. A couple came in and asked if anyone had put their name down to be waited on, I turned around and said he is not acknowledging us and we stood there more than 10 minutes before he finally did anything to seat us. There were customers that walked out that were not happy and I am not happy. This guy is not a people person. When we did get seated we never even got a sorry for your wait. I felt like chopped liver and I hope that this gets taken care of soon. His name is *****. Our waitress has always done great and deserves a recognition for her service at Bob Evans and she has always gone above and beyond for us and other customers. ********* was our waitress and she gets 2 thumbs up from us.

  Business response

  02/14/2023

  We apologize that the guest had that experience in the restaurants. That is not our standard of service. We will inform the Director of Operations about this experience so they can coach the managers.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband, son, granddaughter and I went to the Wooster Bob Evans (on Robinson Rd) on Saturday Feb 4 at 6pm. We walked into the lobby and there were several people waiting so my granddaughter and I sat down. Employees kept walking back and forth but no one spoke to us at all. After sitting for about 15 minutes another couple walked in and a hostess (****) walked right up to them asking them how many in their group. My husband then spoke up and said no one had waited on us yet. The hostess (****) then said I'm sorry someone told me your were checked in. Which wasn't true. Meanwhile the customer that walked in 15 min after us started very loudly arguing with my husband since he spoke up. My husband argued back. I understand that the manager (******) and the general manager (*****) were both there but neither came out to see what the arguing was about. In the meantime the hostess (****) very loudly said "GO" to us as we were walking out the door. Mind you we have been very good customers of this particular Bob Evans FOR YEARS! We recently had our whole family there for Thanksgiving dinner and picked up a Christmas dinner. I don't understand why neither of the managers showed their faces the whole time. After walking out I made a phone call to the restaurant, spoke to the manager and she admitted to hearing the whole thing. Neal (rest his soul) nor Carrie would've NEVER let us be treated that way! I certainly hope the two managers and the hostess is reprimanded in some way. A customer should NEVER be treated the way we were!

  Business response

  02/14/2023

  We apologize for the experience that occurred in the restaurant. Guests should never be treated like that. We will forward your comments to the Director of Operations for them to coach the management staff. 

  Customer response

  03/01/2023

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

*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. ↩