I contacted customer service by phone. She took all of my information &; I was told I would hear something back within 3 days. It has been 8 days & I have not heard back. This all happened on 6/10/2020. Location: Smokey Bones, 9484 Civic Centre Blvd, West Chester Township, OH 45069 I called in my order & was told to pull up to a spot outside the door & someone will bring the food out in approx. 15 min. I waited 35 min. called 3 times & nobody answered. my grandson was with me & the plan was for him to eat approx. 1 hour prior to his sporting event. I also had an appt. after dropping my grandson off. So, we had planned this meal order to coincide with our day's obligations. I did not know the inside was open, but after 45 minutes, a guy pulled up to pick up his order. I told him what was going on with my order, so he tried calling & nobody answered his call. He went to the door to try to knock & get ahold of someone & found out the door was open. So we went inside & his order was just ready as promised. My order had been sitting on a counter by the door for 45 minutes. It was not under a warmer. It had the time promised & time complete on the ticket. I told them that I had tried calling to see what was going on with my order & she said they didn't have time to answer the phone. I told them, they didn't have to answer the phone, but why didn't someone bring the order out as promised & she said they were busy. I asked for a manager & she said she was the manager. I explained that I didn't feel like I should have to pay full price for cold food that's been sitting on a counter for 45 minutes. One of the orders had French fries which are horrible when not fresh & hot. She just rudely asked me "do you want the food or not?" I said I don't want to pay full price for cold food & she didn't choose to rectify the problem. I did not take the food & had not paid for it. We left. Neither of us had time to get lunch elsewhere before our appointments. User's recommendation: Do not call in order for take out or delivery. Only dine-in!!