ComplaintsforBob Evans Restaurants

• Initial Complaint

  01/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Complaint taken over phone by BBB representative BA. Consumer bought bought a $50 gift card online on 1/5/2023. This was a promotion where you would also get an additional $10. He received the gift card, but it was only for $50. He called the customer support number at ###-###-#### and they told him to call another number. Over the last 3 weeks he I has called about 12 times and just gest the runaround. On 1/24/2023 he called and spoke to a manager named ****** and was told that the promotion ended 1/1/2023 and should have been taken down from the website. ****** told the consumer to call the ###-###-#### again and to keep calling it.

  Customer response

  01/25/2023

  II am very disappointed in Bob Evans!!! You promised an additional $10.00 when ordering a $50.00 gift card . You cheated me out of my $10.00.

  Business response

  02/08/2023

  We apologize about the inconvenience this has caused the guest. We would be happy to send them a $10 gift card. 

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The waitress at north end bob Evan’s was very rude to us on or about December 18th I had ask for a water and didn’t receive it so later in the meal I asked again for the water and she replied you didn’t ask for a water but ok in a very rude manner so we did not tip that day and generally we tip 20% or more, fast forward to December 31st we were seated in her section right next to the kitchen and before we even got a drink order in we and everyone else in that section listened to her berate us about how we didn’t leave a tip before Christmas and how she told me I didn’t order a water and continually berated us until we got up and left, we are regular customers in this store and unless something is done we will probably not return we were degraded in front of other customers to the point of embarrassment over a tip she didn’t for the degrading and bad service we were given

  Business response

  01/05/2023

  The treatment of the guest is not reflective of our values. I will send this account on to the Director of Operations if the guest can provide the restaurant address.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For "years" and I mean over 12 years I've been buying the unbaked dinner rolls at the same location which I just purchased at Thanksgiving and Christmas. So now a manager is saying that can't be done, it should have never happened to begin with. After all these years, I am not happy because the next time I go in there another manager will probably sell them to me.

  Business response

  01/05/2023

  We do not sell our rolls unbaked. They are cooked and can be reheated for later use. I am not sure what the guest has received it the past.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dec 29 Thurs 10:50 am Walked into wentzville Bob Evans. Hostess informed us ‘We just got two big online orders so we are not seating anyone.’ Really???? Since when do online orders take precedence over customers waiting in your lobby???? VERY POOR POLICY and very POOR customer service. People order from home at their convenience and we have to sit in the lobby and we come LAST???

  Business response

  12/30/2022

  We are very sorry about the experience the guest had in our restaurant. All guests should be treated with genuine hospitality and we failed that promise. I would be more than happy to send the guest a gift card to show our appreciation for being a valued guest.

  Customer response

  01/03/2023

  I will be looking forward to the gift card!! 
  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’m of paying for food for curbside pick-up. They have given me the wrong order the last time. They never bring the food out to the car, even thou I call the number on the sign. Then the food is cold when I get it. This is the new castle pa location. I want I full refund for the last four times I ordered large amounts of family meals and then get ripped off by bad service and get cold food or the wrong food. Then I go in to ask what’s going on and no open at this location knows anything.

  Business response

  12/16/2022

  We apologize for the experience you had at our restaurant. We would be more than happy to refund your order. We will need an order number or check number to be able to do so.

  Customer response

  12/17/2022

  I am rejecting this response because you said about refunding me with the receipt and order number. You will have to look it up. The receipt was stapled to the bag which I don’t have. You’ll have to look it up. It was not only this order it was the last 4 orders. Just send my a gift card for 50 and that should do it. I don’t keep receipts from restaurants. 
  

  Business response

  12/21/2022

  We have reviewed the orders placed by *********** **** since August 1st in the New Castle, Pa restaurant. We were able to find one order for $13.41 that we have refunded to the guest. In order to refund any other orders, we will need more information from the guest to find those orders.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 23rd I placed an online order to be delivered on November 24th at 4:45pm, thanksgiving day. The day it was to be delivered I got a text from doordash that I could track my order here at 431. At 451 I got another text stating my order was canceled. I also got an email from Bob Evans my order was canceled. I immediately try calling Bob Evans, for this order was not for me but for family members that had needed to eat on this holiday . I call and call and call , finally an hour and a half later a women answers . She tells me it was doordash fault and they never came but I could pick it up . I said no it’s almost 2 hours later and I just want a refund . She tells me that doordash had to refund me . I call doordash and they tell me that it’s Bob Evans fault and that their driver came and he was told they had not made my order. Also stating that Bob Evans is responsible for the refund because I paid them directly , which is true. Fast forward to Monday the 28th I email Bob Evans , they responded a couple days later asking for customer number , which I then sent. On Wednesday the 30th, a week later I called the restaurant about my refund . They had lied to me and said they refunded it , the day it happened on the 24th. Today is December 9th, I have still not received a refund. This is 15 days after the incident . I should not have to be waiting this long to get my 126.00 dollars back for an order my family did not receive. They have lied to me since day 1, not to mention ruined the holiday for my family who did not have the dinner that night that I ordered for them . I would like my money back . This is very unacceptable for a business to not immediately refund money for a mistake they made . Whether it was doordash or Bob Evans does not matter who messed up. What matters is I paid over 100 dollars and Bob Evans is responsible to refund me . Thank you

  Business response

  12/12/2022

  The guest's order was refunded on 12/7. The screen shot of the refund is attached.

  Customer response

  12/12/2022

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

  Yes I finally did get a refund , 16 days later. Thank you 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/23/22 I accidentally placed an online order for a Thanksgiving meal. I quickly contacted them requesting them to cancel the order. They cancelled the order but never credited back $116.64 to my Visa card. I spoke to a female manager there yesterday and she got all my card information and was supposed to take care of it. So far.she has not done so. I am 86 years old and don't need money taken from me like that.

  Customer response

  12/02/2022

  Everything has been worked out. How do I cancel the case?

• Initial Complaint

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Today 10/14/22 I ordered Bob Evans to be delivered to my home. My house # is ***. I live 2 blocks from State Hwy ***. My order was delivered to a house at the corner of my street and this hwy. The people that received my order called me to tell me my order was at their house. I called the restaurant. After waiting to talk to manager, she was very apologetic but said she had no one available to bring a new order to me. I called her manager, no response, called corporate office WHAT A JOKE! I was "2 in the que" with a 10 min wait. I tried to push 1 for a call back, another joke! After 30 minutes, I was 1 in the que. Suddenly a recording that nobody was there to take my call. Not, nobody was available, but nobody was there. I tried to call door dash, can't find a contact # for them. Door dash has never been reliable for me. My door dasher was *******. Why does Bob Evans use this service? My order was $19+ then add in service fee, taxes, and tip, it came to $26+. I hope I can get a refund. I know this isn't a huge amount of money, but I believed I would be getting a decent breakfast for it. I am a diabetic and was shaky, so I tried to order a decent meal. Now, I'm not only shaky from blood sugar issues, my BP is high because of all the run around I'm getting from recordings. It's like, "please stay on the line so WE can hang up on YOU in 30 minutes. This is the Bob Evans in Marion, Ohio. I'm done with them.The local manager was fine. Her boss and corporate, pretty sad!!!

  Business response

  10/19/2022

  ***** ****** order was refunded on 10/14/2022 at 2.30pm 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The last 3 weeks I have been to Bob Evans in Portsmouth Ohio and in New Boston Ohio. And all 3 weeks have been terrible visits. The 1st week in Portsmouth we arrived at 6 PM. We immediately get seated my husband our toddler and me. A waiter that was working there asked the short haired blonde manager woman why she didn't see us with him and she stated because there was no tables over there and we had overheard him him say I have 5 tables available. So then she seated us with someone else you could immediately feel the Unwanted feeling. Our waitress was very nice the manager who was very off putting. We ordered our food and we began to wait we eat we waited for 45 minutes for our food and the waitress came up to us and told us she was very sorry that the cook in the back was very upset that people keep ordering food. And that he was just taking his time on everything. When we went in it was not busy at all there might have been at least 6 or 7 table that had people. We stay on a very tight schedule especially with our toddler who is accustomed to eating at a certain time. She began to get cranky Finally almost another 10 minutes had went by and we finally got our food my food was wrong I ordered the double meat protein bowl and asked for the sweet potatoes to be substituted with regular home fries and I wasn't about to ask the waitress to make it right because I didn't want to wait another 45 minutes to an hour. We left the restaurant after 730pm and that is our daughter's bath time. The following week we return to Portsmouth Bob Evans all to have another repeat as the week prior. 3rd week we went to newboston Ohio bobs thinking we will have better service. Immediately was seated. We waited 35min for our waitress to come take our Drink orders and meal order. No luck she didn't acknowledge us. I let the waitresses know we were leaving. I've contacted bobs email twice and fb. They responded on fb saying I will be called on the 7th. No one has called me

  Business response

  10/12/2022

  The director of operations for the restaurant has emailed ***** and apologized for her experience. In addition, we have sent $30 in gift cards to compensate her for her experience.

  Customer response

  10/13/2022

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

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Friday, September 2, 2022, I placed an online curbside order #*****************, with the Bob Evans’ store located at 5135 Meijer Drive, Fort Wayne, Indiana, 46835. Upon arrival at my pick up time, I called the store at ###-###-####, option 2, (curbside pick-up), to retrieve my order. 1st call @1817L, the store hung-up without answering the call. 2nd call @1821, the store hung-up without answering the call. 3rd call, the store never answered the phone, and the call lasted on hold for approximately 18minutes and 41 seconds with no answer. I proceeded into the store, and waited for approximately 10-15 minutes and was ignored. I departed the store without my order. Curbside service means the store delivers the order to the customer’s vehicle. Also, the store has the responsibility to answer their phone. How else is the customer supposed to communicate with the store? Staffing issues are not my responsibility to mitigate. And, it’s not my duty to perform the store’s duties to fulfill a customer’s order. In any event, I contacted the store on Tuesday, September 6, 2022, and was told they did not work then. So, they wouldn’t be able to assist me. I find this excuse nothing more than beat-around-the-bush. Another method to evade the issue and dismiss the customer’s legitimate complaint. I demand a refund in the amount of $25.55, for an order that was not received. I went above and beyond to exhaust all due diligence in retrieving my order from the store, with negative results. The store failed to perform it’s duty to the customer by delivering the order upon demand. I contacted the corporate office in New Albany, Ohio, and also received no response.

  Business response

  09/07/2022

  The Bob Evans corporate office was closed Saturday (9/3), Sunday (9/4) and Monday (9/5). We received the request this morning and processed the refund at 10am. The refund proof is attached.

  Customer response

  09/07/2022

  I spoke with the General Manager, ****, on Wednesday, September 7, 2022, in which a full refund was to be issued, in the 

  amount of $25.55.

  
  

  **** was very courteous and interested in the complaint that was filed.  And, **** was very concerned with the  conduct

  of her employeees during my visit to the store on Friday, September 2, 2022.

  
  

  It's too bad people like **** was not there at the store, upon my visit, as we would not be discussing thus matter.  But, I give

  great reviews to ****, in the processing of this complaint.  She was extremly professional, and reflects great credit upon the 

  Bob Evans' chain.

  
  

  However, one rotten apple spoils the fruits for everyone else, and in the long run that's what we remember.  Again, this 

  rotten apple spoiled my experience, and I will not patronize the Bob Evans' brand in the future.

  
  

  Again,my many thanks to **** for her expeditious response in resolving my complaint.

  
  

  I accept the Business' response and action.

*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. ↩