Tonight I told Ben, my husband, that I wanted to have a nice dinner together, but our daughter was asleep. So, we decided that he would go to Russ' and pick up some food. We placed our order by phone (as opposed to going up to the drive-thru and having to wait 15-20 minutes while they prepare the order), and there were no problems there. Ben gave them plenty of time to prepare the order before he got there, and got through the drive-thru line pretty quickly.
When he got home we opened the bag and realized that only half of our order was there. (Which, may I add, was only the cold half of the order.)
So, Ben put his coat back on and drove all the way back to the restaurant to get the rest of our order. He was met with an apology, and they gave us a fresh sampler platter and a $10 gift certificate along with our other bag of food. Now, normally this would appease me, but there's more.
When he gets home the second time, we divide the food. I open my styrofoam box to find that my "Two grilled chicken breast meal" has become a "One chicken breast meal" (there goes tomorrow's lunch!), they serve two types of mashed potatoes, and they gave me the wrong kind, one item in the bag was placed in sideways and the contents managed to drip all over the bag, there was no sauce with either of the appetizer samplers, and all of the food (besides the fresh sampler platter) was cold. Our nice dinner together turned into a night of complaining about how cold and crappy our food was.
Now, I'm normally not picky, but tonight Russ' did not even come close to what I expect from them. We had more problems with them tonight than we've ever had with them in the past. I know it's not exceptionally bad service, but after my history with them I've come to expect a lot better than this.
I'm really disappointed in them.