I have never been to this restaurant before and when the opportunity came, I jumped at the chance. It was between an Asian restaurant or this one and since I haven't eaten here before, the selection was obvious. What a BIG mistake that was.
We arrived at 6:30 pm on Friday night and there was a singer singing her songs, albeit a bit loud. Our waitress came not too long after and took our drink orders, which we we gave. Our drinks came at a prompt time and the same waitress came to take our food orders. I was seated at the end of the table so she was to my left, which gave me an excellent view of her. I had mentioned that the music was too loud, and the waitress seemingly agreed as she, herself, flinched when a high note was reached. I was glad that an employee of the restaurant had a hard time with the loud music because it meant that the music was indeed too loud. In hindsight, it was not the music that had that effect on her; it was her personality that made her that way.
We ordered nachos (and I specifically said "No chicken". She even repeated "No chicken") and their famous Peruvian chicken (not so famous, by the way. It was on the same level as the roasted chicken that you would find at a local supermarket). While we waited for the food to arrive, another waitress brought our appetizer plates. My friend's plate had a dead bug on it, which she just blew off, because there are some battles you just don't even bother to deal with.
Our food came (our nachos had chicken on it, by the way) and we ate. I did not finish my chicken so the waitress came and asked if I wanted to pack it up. I said yes and she took it away. She came back with my container and proceeded to clear the table. One of my other friends was absent from the table so the waitress asked my friend( the one with the dead bug on her plate) if that friend was done with her plate, to which she replied yes. My same friend then became engaged in conversation with another friend to her right, so she did not see the waitress take her unfinished food away. A few minutes later, the waitress came back without a container of the left-over food. So we asked where the food was and she said she had thrown it in the garbage. She had not bothered to ask my friend if she was done with it; she just took the plate and left.
When asked about it, the waitress was adamant that she DID ask my friend and my friend had said she was done. There were five of us there; none of us heard her asking and all of us were positive that she did not ask. The waitress stuck to her story and insisted that she did ask. My friend asked to speak to the manager to which the waitress said "You don't have to be so rude about it!"
The manager came, ten minutes later, with a plate of chicken and some rice on it. She plopped the plate on the table and said "I heard about the chicken, and since you ordered a half chicken and you ate a quarter of it, here's your quarter chicken. And I believe that waitress because she is my daughter". (Translation: you are a liar.)
We could not believe our ears!!! Between the six of us, we have NEVER heard of such malicious treatment from a service provider to a paying customer in all our lives! We were in such shock that that the manager of a restaurant would actually accuse a customer of lying! We were all outraged.
At this point, our night was ruined. We wanted to leave asap, so we asked for the bill. The manager had the audacity to return to our table to inform us that the kitchen staff was all upset over the chicken and that her daughter was crying. (I didn't realize our waitress was capable of shedding human emotions). The manager refused to listen to what my friend had to say (she just wanted the bill) as my other friends tried to tell her she was in the wrong. She added "That there are alot of people there and they are happy, just you (and she pointed to my friend) are not happy." That is because they do not her daughter as their waitress.
Another waitress brought our bill and she apologized! She, the one who did not do anything wrong, apologized! We can only interpret this as an apology for the behaviour of the other two and an apology that we had to be victims of such terrible customer service. My friend thanked her for her apology; I guess not everyone who worked there were as awful as the OWNER and the OWNER'S DAUGHTER.
There is a motto that these two have obviously not heard of. THE CUSTOMERS ARE ALWAYS RIGHT. Whether they truly are or not, the customers are always right. I am not a business owner, but I do know that in any type of business, your first and foremost responsibility is to make your customers happy. You don't have to agree with them, you don't even have to like them; you are to make sure that they leave your place of business with a smile on their face and a promise to come back. There are now 6 of us and our families who will NOT come back. And that is a promise! read more