Wanted to share my experience today...
My husband and I went to brant rock hop in Marshfield today with our 3 small children (2 months, 2 years, and 4 years). We got there at 11am and was told we had to wait 15 minutes. Its a Sunday morning so we weren't surprised by that, but it was not busy. There is nowhere to wait so my toddlers just ran around outside. After 20 minutes we got a table. We ordered and waited a while. The waitress came over and let us know there were 2 cooks in training and it was taking longer than usual.
We waited an hour and we finally got our food. We ordered 2 Mickey Mouse pancakes for our kids, my husband got the Southern Hospitality. I ordered a Chipotle Chicken Panini with onion rings and boom boom sauce. We have all gotten these exact things previously. Today Mickey was looking pretty pathetic but whatever, my kids don't care. My panini was really just a chicken sandwich that was soggy and falling apart, didn't taste like chipotle and instead tasted like maple syrup. My onion rings were cold and I didn't get any boom boom sauce. So I didn't eat it and let the waitress know, sorry I didn't like this and here's why. No biggie if you could just give us the bill.
She came back to our table and let me know that the owner, Nick, said the sandwich was made right and he wasn't taking it off the bill. I was shocked and told her I wasn't paying for something I didn't eat. She said he wrapped it up and I could take it home and reheat it. WHAT?! No thanks, I didn't like it. She told me she would have Nick come out and talk to me.
I waited for 15 more minutes and Nick never came out. Mind you I have not received any bill at this point, original or revised. I also don't have the sandwich anymore as they took it back. My toddlers are restless and crying. We all walk to the door where the register is and I let the waitress know that we were ready to pay for what we ate or we will need to leave. It's now been almost 2 hours from start to finish.
Nick comes out and is immediately aggressive and says "WHATS THE PROBLEM?!" He definitely already knew the problem, but I let him know I didn't like my sandwich, I sent it back, and I wouldn't be paying for something I didn't physically have and I didn't eat.
He started yelling at me that it was made right and he's not taking it off just because I didn't like it. UM WHAT? If a customer isn't happy with their meal that's exactly what you do....
I had 2 bites and it was gross. I explained to him what I didn't like. They took the sandwich back. I said I would like to pay for what we ate or we'd be leaving and paying nothing, and he said "go ahead and leave, I'll take down your plate and call the cops." I said I've been here forever, with my kids, and haven't even received a bill TO pay. I need to get my kids home. He keeps yelling "AND WHAT? AND WHAT?" Dismissing all the issues like any of this is appropriate. He storms off out back and leaves us waiting again, comes back out and yells at my husband saying "Your married to this?! Good luck" then storms out back again. Meanwhile my husband is holding my crying 2 year old and we are just trying to pay and leave. The waitress finally ended up giving me a bill with the sandwich off.
All this over a $10 sandwich.
I have never experienced ANYTHING like this and cannot believe a business owner would behave this way. I'm honestly shocked and cannot believe this place is operating like this. Just wanted to let everyone know, if you an issue with your food you'll still be expected to pay for it or be attacked if you send it back.
I do want to mention that the waitresses are always so nice and pleasant and did absolutely nothing wrong. It must be difficult to work for someone like this and be stuck in the middle. Just the fact that he wouldn't initially come out and speak with a customer as management should, shows he isn't supporting his staff. Very disappointed in this experience read more