The food was above decent. The service was, until the bill came and the manager got involved, excellent. Amanda and Nicole were outstanding in their attentiveness, and we had a lovely time. At this point, easily 4 stars.
We sat down at the bar for their Happy Hour until 7pm. We asked for the specials, and were handed two menus, the happy hour menu and the Wednesday special menu. Prices ranged, on the happy hour menu, from $8 - $12. There were no prices displayed on the second menu, which we-- mistakenly-- assumed to be in line with the happy hour specials for the day. We didn't ask, our mistake, and were given no guidance to suggest otherwise.
My wife ordered, on top of our other happy hour options, a cobb salad that was part of their Wednesday specials. We didn't touch it during our meal, and opted to box it up so that she could take it to work the next day. We then went and perused their fantastic dessert, candy and gelato sections-- ordering a couple of scoops and a slice of blueberrry pie-- and then asked for our check. When we received our bill, that salad, on special, was billed at $22. We called that into question, since there had never been a price disclosed and this was wildly inconsistent with their other prices.
Neither Nicole or Amanda were empowered to do anything about this, so they called their manager, Kyrstin (could be Keirstin or any other spelling). As we were standing at the counter, rather than offering a solution, Kyrstin told them that she was on her way and to have us stay. I responded that I had no interest in waiting for her manager to drive up to the store, and that we were just returning the untouched salad.
It's not lost on me that this was an uncool move, but so was an undisclosed $22 charge on a salad supposedly part of their special menu.
I told Amanda-- a wonderful server-- that we didn't have time to wait and asked her to get the manager on the phone. She did, and Kyrstin proceeded to tell me that I was screwing a small business by even asking, and that I should have asked about the price prior to ordering. She's not wrong, in retrospect, but the price probably should have been on the written menu that we were provided. This is not a country club where a specials menu prices might be hidden from the guests of the host (but always disclosed to the host).
She hung up abruptly with the server, saying she was there, and walked up to the counter saying "the fact that I even had to come in to deal with this...," at which point I cut her off. She didn't need to come in to deal with anything. This was an easy customer service exchange and the fact that she felt she needed to drive back up to the restaurant (should she have still been there to begin with?) to argue with customers was shocking. It was a hostile exchange back and forth, with me saying that I would be happy to pay the entire $104 dollar bill, but that I would dispute the difference with my credit card company. We had already returned the packaged salad, which had been taken by the staff.
I imagine that she would say that I talked over her; I would assert the same of her. It was not a nice exchange.
The thing is, I have been in this business for almost as long as I've been alive. I've been a restauranteur or a GM for more than 30 years. Here's what I know: when a customer is not satisfied, you do not argue. We weren't asking for anything free. We weren't trying to game the system. We were saying, "Sorry, at this price, we never would have ordered this salad. The price should have been disclosed." We said that repeatedly.
Kyrstin finally relented and discounted the salad. She also said that I was banned from coming back. Too bad. Their gelato was fantastic; my wife thought their fried pickles to be first rate. They combined their garlic and habanero sauces on our wings, and they were spicy and delicious.
The one and only issue we had was a manager that doesn't understand what hospitality means. Customer service is the number one, most important part of running any restaurant, and she should not, in my opinion, be a manager of a restaurant. Her presence lessened the Centifonti's brand. read more