Disgusting drinks and even worse customer service. Please see the following email outlining my experience at Jekyll, wrote on November 12th, 2023. It is February 1st, 2024 and this is still not resolved. Sandra responded to my email agreeing upon a refund for the horrific experience. I still never received the refund and Sandra continues to ignore my emails following up. I am disputing the charge with my bank.
Good evening, Sandra,
I trust this email finds you well. I am reaching out in hopes of addressing an unbelievably disappointing experience my husband, our group of friends, and I had at your Jekyll Hyde Park establishment last night (11/11/23) at 12:49 am.
We initially had a wonderful dinner experience at Ro, and after settling an $800 check, we approached our waitress with the hope of securing a reservation at Jekyll to extend the celebration for my husband's birthday. Despite our pleas and even offering to compensate, the Manager informed us of no availability. However, he later returned to our table and assured us a spot would open up around 12 am. With our dinner concluding by 10:30 pm, we ordered more drinks at Ro, eagerly anticipating our reservation time.
Upon entering through the curtains, under the impression we were entering Jekyll appropriately (given our unfamiliarity with the venue), we were promptly scolded by the staff, sternly questioned, "Where is your reservation?" A woman then escorted us to a host stand to validate our booking. While we understand the policy, there is certainly a much more hospitable and gracious approach to handle this minor situation. Instead, the encounter left us feeling chastised like scolded children.
After settling into our seats, we placed our drink orders, only to find ourselves waiting for a half an hour for them to arrive. It is worth noting that the place was nearly empty. This left us puzzled, wondering, "Why did we have to go through the trouble of begging and pleading to secure a spot in a seemingly vacant space?" As our drinks took an unusually long time to make, we were extremely agitated and antsy to leave. However, we opted to stay out of courtesy. Finally, as our drinks arrived, we found that the waitress had overlooked some essential elements (ingredients and props), resulting in her back-and-forth trips between our table and the bar. Our partially crafted drinks sat on a bar cart in front of us, and at this point, we just wanted to wrap up and leave.
Needing to use the restroom, I stood up and discovered that Jekyll didn't have its own facilities. Uncertain of where to go, I headed behind the curtain, assuming Ro's restroom was appropriate. However, I was met with a loud rebuke, more of a yell, demanding, "Where are you going? You can't use that restroom!" This scolding left me visibly embarrassed. The directive was to use the restroom at the Sesame Bagel Shop, which was quite surprising given the upscale nature of the establishment with its $30+ drinks.
After returning from a dirty bagel shop bathroom, I found my drink was undrinkable. Surveying the reactions of our party around the table, it was evident that everyone shared a look of disgust.
Each person at our table found their drink to be undrinkable, and unfortunately, the waitress never came by to check in. I had to flag down the same woman who scolded me earlier for improper entrance just to get the check. This unfortunate turn of events cast a shadow over my husband's birthday celebration, dampening everyone's mood. Instead of concluding the evening on a positive note, we left the establishment in a state of disappointment and disgust. While I contemplated requesting the Manager in the moment, our main priority was to leave as swiftly as possible.
I urge you to review the security footage, confirming that five untouched drinks were left at our table. I strongly request a resolution to this situation by rectifying it suitably and kindly ask that you comp the attached receipt. Our experience was not only degrading, insulting, embarrassing, and exhausting, but the fact remains that the drinks we paid for went untouched.
I have attached a video that I captured, showcasing the nearly empty room. It is perplexing why we had to resort to pathetically begging for a reservation.
I have confidence that this situation will be addressed, and my husband and I look forward to revisiting at a later time when the place has gained a stronger footing.
Thank you for your time and attention,
Samantha read more