I am giving two stars because previously I have had experiences with this restaurant that have been pleasant and satisfactory. Today, it was very disappointing. I will clarify, I ordered off the menu, found on their website, as we intended to eat at home.
Our order included the Early Bird which includes French toast, two eggs and a choice of meat. Unbeknownst to us, there are other menu items not listed on the website that share the same name and inadvertently the server selected the wrong entree.
My husband spotted the missing French toast after he arrived home and called.
Any previous instance of an error was always handled efficiently and politely.
Today the girl who answered the phone accused my husband of not being clear when he ordered. (An odd accusation as I placed the order and per the menu there were no bread choices to clarify.) He patiently explained the online menu and read her what it said. She repeated that it was his job to specify what kind of toast he wanted. He said he called to get the order fixed. She then told him that a separate order of French toast is an additional cost. He, at this point, hung up.
I called and asked to speak to the manager. I was placed on a brief hold and was given the most unprofessional excuse for a manager yet. He picked up with a "yes?"
I proceeded to explain the website menu and the issue. "What do you want me to do for you?" I explained that my husband had no interest in returning due to how he was disrespected by your staff. "I don't know what you want me to do, I will make you French toast free of charge." I repeated it is no longer about the French toast it's about how disrespectful your staff is. For a third time he said "we are welcome to come get French toast free of charge."
It was at this point I ended the conversation. Very frustrating.
The French toast was what we initially wanted. As there is a menu item that has what we wanted we should never had to pay extra for anything. We didn't know of additional off menu specials in their computer with the same name. I believe if a menu item is available that matches the desires of the customer and you have made an error you fix it.
I posted a similar review on their Facebook page and the response from their representative was that I should be more aware of human error.
My response was as follows:
"While completely understandable that human error occurs on accident, it is a personal choice to be unprofessional. It's also a poor reflection on the establishment when management is not sure how to handle an unsatisfied customer. Human error has happened prior to this event with our orders from the establishment without incident because the person with whom we spoke with was professional, apologetic and helpful. Today we expected a similar circumstance and were greatly disappointed in the lack of professionalism from both the server/person who took the order and the person who spoke with me on behalf of the management."
As of 5:30 pm no response to that was generated. I debated one star but I have never had such poor service from them before. However, after being treated poorly not one, or two, but three times today with no real understanding of the actual issue, they will no longer receive our business, which is a shame because we enjoy supporting local businesses. read more