Let me start by saying that customer experience is everything. I've been visiting Flashback Dinner for the past 10 years, and it's always been one of my favorite spots for traditional American food. As an Aventura resident, I've been a loyal patron, dining there at least 3 times a month. However, something has changed over the past 6 months, and the customer service has gone downhill. But what happened today was simply unacceptable.
I arrived with my daughter for lunch and was assigned a server named Olga, who seemed more annoyed to be serving us than anything else. When I asked about the lunch or daily specials (which have always been delicious), she snapped at me with a straight, "NO, WE DON'T HAVE," and turned her back on us.
The restaurant temperature was freezing--a chilling 52°, making it impossible to sit comfortably. We were literally shivering.
When Olga returned to take our order, I asked for the ossobuco. Her response? Another curt, "NO, WE DON'T HAVE IT." I took a deep breath and tried to find something else on the menu. I decided on the Tres Amigos Steak Bowl--one of my all-time favorites that I don't even need to look at the menu to order. I ordered one for myself and one for my daughter. Olga, once again rolling her eyes, said, "WE DON'T HAVE THE MEDALLIONS. Just ribeye." While I didn't mind the substitution, I also ordered a side of truffle fries. Guess what? "WE DON'T HAVE IT."
At this point, we were freezing and just wanted to eat. But the temperature became unbearable, and the service was so unpleasant that we decided to ask for takeout boxes so we could eat at home.
When the check came, I was shocked to see that we had been charged for the Southwest Steak Bowl, which was $10 more per dish than the Tres Amigos Steak Bowl I had ordered. Olga claimed I had "agreed" to this when she told me they didn't have the medallions. Excuse me? If you don't have an item, you should show the alternative on the menu and confirm with the customer--not surprise them with a higher charge on the bill.
Miami is notorious for up-charging clients in beauty salons, clubs, and other establishments, but in a restaurant? This is the first time I've experienced it. Olga's body language, arguments, and attitude while saying, "You have to pay," were incredibly unprofessional. Of course, I paid--I'm not a scammer. But in this situation, am I the scammer, or is it the restaurant?
To top it off, the complimentary bread and butter, which has been a staple since the Reagan administration, was nowhere to be found.
I can't help but wonder where the wonderful gentleman who used to manage this restaurant is. Under his supervision, this would NEVER have happened.
I am incredibly disappointed in what Flashback Dinner has become. Loyal customers like me expect far better. read more