We had a birthday dinner here on Friday, May 22. Service started off well, but as the evening went on, the wait times for things became noticeably longer. We've visited several times before and have never had any issues. As always, our meals were delicious and beautifully presented.
When it came time to pay, we noticed a $5 fee for bringing in a birthday cake. Not only were we charged the fee, but the other party dining with us was charged as well. At no point during the reservation process, online, in the restaurant, or by the employee who took our reservation were we informed of any fee for bringing in a cake.
As it was getting close to closing time, the other party needed to leave and couldn't wait for Shelby to return, so I told them I would call the next day and speak with a manager.
On Saturday, May 23, I spoke with Brittany, the manager, who stated there was no fee for bringing in a cake. After obtaining our check numbers, she said she would look into the matter and call me back. Unfortunately, I never heard back from her. I called again and was told she was busy, so I left a message. As of June 2, I still had not received a return call.
The next day, I was advised by the front desk to email the General Manager, Shannon Edwards. I sent an email but never received a response.
On May 27, I spoke with Sheri, who also stated there was no fee for bringing in a cake. We sent her copies of the receipts, and she promptly called me back after reviewing them. She informed me that both parties would receive refunds within three days. However, as of June 1, neither of us had been credited.
I called again on that Monday June 1st, and Sheri said she would check on the status and call me back. Unfortunately, we never received that call either.
As I explained to Sheri, this is not really about the $5 fee--it's about the principle. We have dined here on several occasions and have never been charged for bringing in a cake. It's not right to selectively charge some customers, especially when multiple parties are charged for the same cake. Sheri acknowledged that this was a training issue, and we understand mistakes happen. However, when customers are promised refunds and follow-up communication that never occurs, it becomes very disappointing and unprofessional, particularly when management fails to respond.
At this point, I feel we have done everything reasonably possible to resolve the issue directly with the restaurant. Since no resolution has been provided, I feel it's necessary to leave this review so that others are aware of the situation and do not encounter the same issue.
With that being said, the restaurant itself has a great atmosphere. The entertainment that evening was excellent, we really enjoyed hearing Russell Joe Thompson while dinning for my birthday dinner. A special shout-out to the chefs, who consistently deliver delicious, well-presented dishes and never disappoint. read more