Browns Restaurant Group

I come to the Upper Lonsdale location pretty often and would consider myself a regular. I’ve always loved this location and never had an issue until today (09/21/2020). We placed an order over the phone for pick up for three of us. After getting home we discovered that half the order was missing. So we contact the restaurant to get the order sorted out, and they were great about it at first. They offered to bring the order out to us (Which we said no we’ll come pick it up). We requested that the whole order be made from scratch and they were happy to do that because of how much time had past. Upon returning the manager gave us a bag which we assumed was the fresh order, and a gift card for $20 which was a nice gesture. Of course we get back to the car and double check the order this time. To our surprise it was not a fresh order it was the second part of our original order that had been sitting under the heat lamp for almost an hour. At this point were pretty disappointed. Up to now, we were quite friendly and understanding of the situation. Mistakes happen. We go back in, and insist that they make the whole order fresh, to which they begrudgingly complied after questioning why the quality of the food wasn’t good enough and that they “gave us a $20 gift card and we should be happy”. Well over an hour and 30 minutes had past at this point. To our surprise after receiving a 3rd bag of food, we discovered it was the original order in a new bag, the food was absolutely disgusting as it had been sitting under the heat lamp the entire time. At this point we gave up and just went home. We didn’t not want a $20 gift on $70 worth of food, what we did want was our food to be made fresh the first time, and for the staff to own up to their mistake, drop the attitude toward their customers and make the situation right which they did not do, now we have a $20 gift card and no intention of returning. This was a super disappointing experience when all they need to do was make the order fresh, not hide it in a new bag. I would also like to add that the service staff were all friendly and professional, it was the night manager that we had problems with. She was the one that was unprofessional and rude, and she is the reason we will not be returning to this location.