Tonight my family and I spent nearly $90 on a to-go order supporting a Black-owned restaurant we frequent. We arrived at 9:48 PM and we received an email stating our food was ready. However, when we arrived, we were eventually told by the owner/manager, Dwight, that our order had been given to someone else. We then waited an additional 15-20 minutes while the food was remade.
What made the experience so upsetting was not even the wait itself. Mistakes happen in restaurants every single day. It was the complete lack of empathy, accountability, and basic hospitality afterward that left such a bad impression.
The restaurant was nearly empty, yet there was still no sincere apology or acknowledgment from Dwight himself. From the very beginning of the interaction, the owner was extremely rude, dismissive, and defensive rather than understanding or solution-oriented.
After waiting and being inconvenienced, I calmly asked if there was any way we could be compensated -- even something small like a drink, dessert, or discount. Instead of understanding, we were met with coldness and hostility. Dwight repeatedly stated he was "not giving anything" and after I share with him that I used to work in the restaurant industry he told me, "You run your restaurant your way and I'll run mine mine."
As someone with a background in hospitality, the interaction honestly hurt more than it should have because I know firsthand that situations like this can be handled with grace. Customers usually are not angry over an extra 15-20 minute delay. They become upset when they feel dismissed, brushed off, and made to feel like their time and money do not matter.
Another customer nearby even spoke up and commented that it was not the way customers should be treated, which confirmed that the interaction truly was as uncomfortable as it felt.
What made it even more disappointing was that after my sister and I calmly expressed our disappointment, Dwight opened the door and escorted us out rather than attempting to resolve the situation or show any empathy toward paying customers.
A simple apology, a little empathy, or even basic ownership of the mistake would have completely changed the experience. Instead, my family walked away feeling disrespected and unwelcome.
In the world we are living in today, kindness and respect are free. No customer should ever be treated this way, regardless of the caliber or size of the restaurant.
I have honestly never been treated with this level of disrespect at a restaurant before. Taking care of your customers should always be the number one priority, especially when the mistake was made by the restaurant itself. Unfortunately, after this experience, I would never patronize this restaurant again. read more