The service here has never been great, but it's clearly taken a major turn for the worse. This review has nothing to do with the food - it's fine. It's what you'd expect from a large chain. We live nearby and have been eating here at least once a month for the last 6 years, so this review is not coming from a BWW newbie who doesn't know what to expect from the place.
I highly recommend my husband's (Kyle L.) review here from just 17 days ago. He thinks his review sounds like he's ranting so he didn't want to update it.
So, about a week after Kyle's review went up, the restaurant manager called him. The manager apologized for the seemingly perfect storm of events that caused our terrible service last time. He said he would be talking to his employees about some basic customer service skills that needed improvement.
We were generously offered a free meal, and we accepted. When we came to pick up their peace offering, another manager spoke with us and again apologized for the service we received last time, and ensured us that our experience was not typical.
Truly believing that these explanations and apologies were genuine, we considered the matter closed, and a few weeks later (last night) we decided to give it another shot. We walked up to the pick up counter and stood there, unacknowledged, for nearly 5 minutes.
One employee went behind the counter, looked us dead in the face multiple times, and said nothing. She then returned to her conversation with her coworker at the hostess stand, and they both continued to ignore us. No less than four additional employees walked by and looked directly at us without a simple "hi" or "we'll be right with you."
It was WEIRD. I just kept standing there, looking at my watch to make sure I didn't exaggerate the amount of time we were waiting, and it was like I was a ghost. Eventually my husband turned around to hostess table and said "GUYS, seriously? We're just standing here, can someone acknowledge us?"
The hostess looked startled, said "OH!", ran into the kitchen, and a bored-looking employee came over to check us out. No idea where she'd been, she certainly didn't feel the need to apologize or acknowledge that we'd just been standing there. The place was NOT busy. We paid, took our food, and left.
Clearly this location has no interest in hiring employees who have any intention of providing good service to their customers. I will be taking my business elsewhere from now, on because I'd prefer to give it to a company that at least vaguely tries. There's no need to waste any time calling about this review. I don't want a bribe, my SOLE agenda here is to tell as many people as possible about the terrible service you restaurant provides. read more