****UPDATE*****
I went back to Big Ten this afternoon, hoping to speak to someone other than the shift manager from last night. Anthony, the GM it seemed, was very empathetic and seemed genuinely unhappy at the service I received. Based on this interaction, I have changed the review from 1 to 3 stars and give Big Ten another chance.
We were Jason's 8th customer when Big 10 first opened. We often dine in and order carry out. This is (was) our go-to bar in the Cape. This experience was enough that we may never go back. Tonight we ordered via the Big 10 website. We immediately got a text reply stating our order would be ready in 21 minutes. When I arrived for pick-up, I got another text stating they were a little busy and the order would be ready in 10 more minutes. (31 minutes total) Completely acceptable for a burger and tots. When the 31 minutes were up, I asked the bartender to check on my order. She came back and said they couldn't find it. I showed her the texts from THEM showing the times. She went to the kitchen, came back, stating that the tots were ready, but they made a mistake and didn't cook the burger. She said that it would be done on the fly and ready soon. 15 more minutes elapsed. More than sufficient time to cook a burger on the fly. She came back out from the kitchen and apologized again, saying she is not sure what happened but the burger was never started. She was polite, I was polite...I asked to speak to the shift manager. 10 more minutes elapses before he comes out of the kitchen. He offers NO apology, just says that he doesn't know what happened, but he will have the burger cooked now and will remove it from our bill. That we prepaid online. I asked about the other meal, worried that the tots had now been sitting for 30 minutes. He stated " what, you want those recooked too?" I said that it would seem the right thing to do. He turned his back on me and walked away. The bartender apologized again, seemingly embarrassed by the "managers" behavior. 7 more minutes and he came back out with the food. "Here, it is all fresh now" and started to walk away again. Still, not a word of apology. I should have been concerned when I didn't recognize a single employee. This used to be "the" locals bar. The raw bacon from the re-re-re fired burger says it all. What a shame. read more