To whom it may concern-
I want to start off by saying that after my most recent visit to Figs, I wish I could give this restaurant no stars at all. Figs has been around for a while now, and although the food can be delicious (It's a hit or miss each time, as they are not consistent...), their horrible service overpowers my desire to ever return again. Why are they still in business, you ask? Location, location, location. This is one of 4 local BYOB options in Fairmount, PA. Additionally, the menu is eye catching and therefore it is always busy on a Saturday night. Problem: They are desperate to bring in as much business as possible, and if you make a reservation (no matter how far in advance), there is still a 70 % chance you will have to wait another 30 minutes to be seated.
My last experience included my parents accompanying me to Figs this past Saturday night. In addition to waiting as long as we did to be seated (with a reservation), I caught the server seating a walk-in 4 top before us. They sat us by the door,which I let slide, as the restaurant has a very small/intimate setting. They then took another 20 minutes to open up our wine/bring out their starter , which is bread with homemade dip. I heard my parents order what they wanted, but the server came back with duck for my mother accidentally. I am human, and understand that accidents happen, but instead of apologizing she had the nerve to accuse my mom of ordering what the kitchen had prepared for her instead. My parents and I are paying customers, and for someone like myself that works in the industry, I find that the server's reaction was unacceptable.
How can this dining experience get any worse, you ask? I waited until the end of our meal to pull the hostess (who was not our server) aside and voice my concerns. Her response actually outraged me to the point where I had to pull OUR server aside and react to the hostess's reply. The hostess had the nerve to say to me "Well if you are in the business, you should know that people don't get seated right away on a Saturday night. I can apologize for seating the people before you, but I cannot apologize for seating you later than your reservation or for your mother getting the wrong meal. Mistakes happen. This must be your first time here" Mind you, this was my 17th time there. When I recited that to her, she replied with "Really? I never seen you here before" in a passive aggressive voice. Her coworker (also her relative, as it's a family run business, which is why they get away with such poor attitudes), listened to my concerns, and then instead of showing me sympathy goes "Where do you work? I hook you up next time you come in".
This is unfortunate, as there will not be a next time. Alternative suggestions in town where the food IS great and so is the hospitality: Amano, Trio, iPho.
Lastly, I'd like to note that the chances of Figs monitoring these Yelp reviews are slim to none. I would love for the owner to prove me wrong, but he (or she) will not, as they only care about their "cash only" profits, and they will continue to get 5 star ratings from locals that only care about keeping one of 4 BYOB's in business.
Love always,
An unsatisfied, belittled by Figs employees, never returning customer. read more