We traveled to St. Augustine this past weekend and decided to dine at this restaurant for lunch based on their participation in the restaurant.com program. We ordered fried green tomatoes, clam chowder, beer, and crab dip to start off with. Before I get into the ordeal, I will give you a brief food review - the tomatoes were too spicy, and the sauce that came with them tasted fishy (odd). The clam chowder was extremely fishy as well, wasn't very hot, and wasn't served with CRACKERS (ironic, considering the name of the restaurant).
The fish dip and homemade potato chips were tasty, however.
After ordering (and consuming much of) our appetizers, I presented our server with the digital restaurant.com certificate ($25 off of a purchase of $37.50+) before ordering our entrees. She quickly told me that they only accept these during dinner. I had reviewed the terms and conditions for the restaurant several times before purchasing (for $10), and explained to her that this was NOT one of the stipulations. The only stipulations were as follows: "Minimum purchase of $37.50. 18% gratuity added prior to discount when full table service provided. " The program is very specific about the rules/regulations for each restaurant that participates, so I always make sure to read thoroughly before purchasing the certificates, as they often aren't valid on certain days, times, during holidays, etc. I asked for a manager, certain that they must have simply changed from their old rules to newer ones that allow for lunch use.
She brought over the manager, Anthony, who brought out a hard copy of an old certificate from January (which DID note that it was only valid during dinner - the terms and conditions were entirely different than the one that I purchased) and tried to say that the digital certificate must not have been displaying all of the terms and conditions. I explained that even if this was the case (which I know is not even possible), that this wasn't my fault, and asked that they honor it anyway. He was downright unapologetic, unkind, and unwavering.
He went on to say that "restaurant.com is actually just printing certificates without our permission. We no longer have a contract with them. However, we will honor it during dinner if you want to come back. The owner just won't let me take it during lunch." We already had dinner plans so I declined and again asked him to honor it since we were ordering well over $37.50, which he again refused to do. So on that note, I then refused to pay for the appetizers/drinks we had ordered (over $20 worth), and told him that we were leaving. We tipped our server and had lunch elsewhere.
Printing the certificates without your permission? ABSOLUTE HOGWASH. Chances are that the owner decided to begin honoring these during lunch and didn't inform his/her staff. No matter what the situation, I was following the stipulations of MY purchased certificate... whatever happened to making things right for the customer? In the end, they ate the cost of our beer/appetizers (Around $22), and lost out on a $50 check plus 20%+ gratuity for the server.
The following afternoon, I was behind the restaurant's patio at the public restroom, waiting outside for my girlfriend to come out, and I witnessed the very same server refuse to honor a PRINTED certificate for a party of four. They left their drinks and menus on the table and walked off the patio.
GOOD JOB, you doofus of a restaurant. You lost easily $100+ revenue because you wanted to play politics over a misprint? You're OBVIOUSLY in the business of making a profit! Thanks for the free app's and beer. We will NEVER dine with you again -- I'm sure that party of four won't either. Rock on! read more