Oh high the mighty have fallen…read more...
Back in 2019 I wrote a stellar five star review for this restaurant, but after dining there earlier today, I want to offer an apology for anyone who was led astray by my initial review, because my experience earlier today at Another Broken Egg Cafe was without a doubt one of the worst customer service experiences I have ever encountered, and that is saying a lot given the breadth of reviews I have written over the years.
Before I continue, I do want to give kudos to the woman at the hostess stand as she was the only ray of light in the midst of complete and utter darkness, disappointment and disrespect that was our experience this afternoon at this establishment.
For starters, we waited 8 minutes from the time we were seated until we were even acknowledged by a server. It got to the point where my wife and I had a 10 minute countdown clock going where the alarm would signal it was time for us to get up and walk out. In hindsight, we probably should have set the timer for 9 minutes instead of 10, as then the embarassing display of customer service we experienced would have never happened, but hey hindsight is 20/20 right...
Once the server came over, she appeared to us to be absolutely miserable as there was no greeting, no personality, no expression, so again, we should have taken that as a red flag to get up and leave, but we decided to give it the benefit of the doubt, as maybe she was just having a bad day, so no harm no foul.
My wife ordered the lobster champagne omelette and I ordered the rum butter pancakes and when the food arrived, I actually had to send my pancakes back, because the server missed the 3 times I mentioned no whipped cream. Instead of apologizing, she felt the need to say "I thought you said "add whipped cream", which made absolutely no sense, because the menu states that whipped cream is included, hence why I said "no whipped cream". Spoiler alert, the apple doesn't fall far from the tree, as you will see later in this review...
As my wife was eating her omelette, she bite into what she thought at first was a bone, which would have been weird but whatever, but lo and behold, it turned out to be a piece of plastic, like the kind you find on a shirt tag (actual pic attached). She took it out of her mouth and showed it to me, and talk about a gross out moment, as no one should expect to find plastic in their food, as this is not only gross but also a health hazard in so many ways, but wait it gets even better...
After bringing the item to the front and eventually getting the manager Jose to engage with me, he proceeded to what could only be described in my humble opinion as subtle victim blaming, as he made it very clear to me that "we have no ingredients that use that type of plastic so there is no way it came out of our kitchen".
So Jose, where exactly are you saying it came from then if not from your kitchen, as the lobster omelette came from your kitchen and the plastic was inside of the lobster omelette??? Jose the manager then proceeded to offer the same weak "defense" to my wife instead of offering an apology, as he kept reiterating that there is no way it could have come from their kitchen. It is so unfortunate it today's day and age that personal accountability seems to no longer be a thing, as rather than simply owning something, people such as Jose feel the need to get defensive and explain vs accepting responsibility, as you know that is kinda what leaders such as managers are supposed to do...
Needless to say, we weren't paying for the meal with the unordered plastic health hazard included and we won't be going back. This was without a doubt one of it not the worst experience I have had in my many years reviewing restaurants and I am still in utter shock at the complete lack of leadership exhibited by the manager Jose as his tone deaf response to the issue clearly demonstrates a total disregard for the customer that honestly disqualifies him as a manager in my opinion.
Unfortunately, negative stars aren't a thing, as Another Broken Egg Cafe would definitely be my first recipient of a negative star rating, which says a lot given all of the horrible restaurants I have reviewed over the years. Another Broken Egg Cafe....more like Another Broken Leadership Cafe...good riddance and welcome to the inaugural -1 star club, you deserve it!