Bob Evans review: Pick-up order

On Sunday, August 18, 2019 I placed an on-line order for pick-up which was scheduled for pick-up at 5:33 p.m. I arrived at the restaurant at approximately 5:30 and the order wasn't ready. One employee checked me out and I took a seat to wait. Approximately 10 to 15 minutes later the order was ready. Another employee was preparing my order - I was watching her put my order together - she continually looked at the printout of my order with confusion. I did not get her name but she was older and walked with a limp. Once she called me up to the counter, she took all of the items out of the bag to confirm what was in the bag. She was very slow and seemed confused. I brought the order home. I had ordered the turkey family meal with two sides - green beans and mashed potatoes with chicken gravy; single order of carrots; large container of cheddar baked potato soup; extra side of chicken gravy and two orders of biscuts and gravy. When I got home, I realized there was no chicken gravy - instead I received a single order of mashed potatoes with brown gravy. So I drove back to the store and was waited on by the same older lady. She was checking someone out ahead of me and after she was done with them - she did not look up - but continued to stare at the screen with confusion. She eventually asked if she could take my order. I told her what I was missing from my order - chicken gravy that should have come with the family turkey dinner along with another side. She brought me a small container of gravy and I asked her if that was the size that came with the family dinner and she said yes. I said I also order an extra order of gravy - this time she brought be a large container of chicken gravy. I received an off-hand "sorry". There were people waiting to be seated and were told there was a 15 to 20 minute wait - even though I saw empty tables and the parking lot was not full. We visit this restaurant a lot and order on-line more - and never had these issues. Customer service is an important part of making a business successful. I am not sure what issues this employee was having - but there certainly was confusion. I am not sure if she needs more training and I am not looking to get her in trouble. I just thought these issues should be brought to someone's attention. Teresa Boothby