I went to Fran's tonight with a few friends. Our waitress, Kara, was friendly and sweet and on the ball. She took our order and our food came out hot and quick.
Our experience wasn't soured until we asked for the check. The server came over and told us she had accidentally given our check to another table. She added that they didn't even look at the bill and paid it. She then told us we had to pay for their bill. This really irritated me because she said it was "around the price of what we ordered." I wanted to make sure it was the exact price. After having to seek out the Manager on our own, he came over, presented me with another receipt that didn't reflect what we had ordered and told us he was almost sure it was discounted more from what we had initially ordered. The check read $46. In my confusion and irritation, I paid the check, believing that this manager, Chris Borden (I believe), was doing right by me and left. I even tipped 20%. He told us it was the server's first night, and I believed it was an honest mistake. I am a manager of a local restaurant in Flemington, where this would never happen. Not only would I have let someone walk away knowing they had paid more than they had ordered (the other table), but I would absolutely have VOIDED out their check in the computer and printed us, the guests in question, a new one, even if that meant re-sending the food to the kitchen and having to ask them not to make it. I do it all the time. It's not rocket science, it's hospitality.
After leaving the restaurant I felt unsettled, I felt like I had been made a fool of and I felt like Chris had lied about it being "her first night" to not make himself look bad. I asked if they could make me a buffalo chicken cheesesteak, something not listed on their menu, and the server almost automatically said "yes, absolutely." Being a server and manager, I know that this is not something you would immediately agree to if it's your first night, you check first. She knew exactly what drink I had ordered and knew exactly what she was doing as if she had been working there for quite sometime. Feeling unsettled about my now $53 purchase made out of complete confusion, I called the restaurant about a half hour after I had left and I asked to speak with the GM, hoping that the gentleman, Chris, I had spoken to before was not the GM. The phone was handed to him and I cannot say I have been spoken to by any person of authority more rudely in my life, let alone a General Manager of a restaurant who I would assume deals with these problems all the time. I explained my concern that I was paying for something I had not purchased and that I was never given an itemized receipt of MY purchase... only an itemized discounted receipt of the other swapped table's purchase. He would not let me get a word in and kept harping on the fact that "when you left everything was fine. I don't know what happened in the half hour since you left here, but you're really upset with me and it's not my fault." I tried to explain to Chris that the right thing to have done would have been to reprint us a new check with all of our food items listed so we could see what we were paying for. He told me he was busy working and did not have time to deal with my issue, but added that he would write down my information to give to the owner, I assume, Karen, on Monday. He also added that I could call between 7-10 AM on Monday to speak with the owner Karen, which I absolutely 100% will do. The food industry is all about knowing when you're wrong and being able to admit it. I wish I had not paid the check and continued to dispute with the manager, but in person he assured me he was discounting me, which after the fact, I really don't know if I believe a single thing he said to me. For instance, as a manager, I got a call from a very upset guest that said we forgot to give them their salad included in their takeout order. A salad costs 3.95. Their order totaled at 27.14. I kindly asked them for their credit card information and voided the entire check out of my system. Not because we didn't want the money, but because 1. This was us doing right by them. 2. For a guest who may not have otherwise come back, this gave them a chance to see how really sorry we were for hindering their experience. You are the manager. Do not tell me you are "too busy" to speak with me about this issue and certainly do not speak over me on the phone. I can tell you that the 46 bucks is not worth causing damage to your reputation. I'm not asking Fran's to void my check. I am happy to pay for food I ate and enjoyed, however, I want to know that what I am paying for is what I personally ate. I don't want to pay for someone else's meal and I certainly don't want someone else having to pay for mine. You're the GM, Chris Borden. You should know what you're doing, be apologetic even when you don't think you have to be, and always let the guest say their peace. I will not be returning to Fran's. read more