Unfortunate experience just trying to set a reservation. I cannot speak to the dining experience as I never got that far and may never get that far.
The following is the email I sent to their management group. Take this for what you will:
Good morning,
I don't know whose hands this will fall to, but I wanted to let you know of a frustrating customer experience I had trying to reach your team at Joule to make a brunch reservation... a reservation that I was ultimately unsuccessful in making and has me questioning my future desires to visit your restaurant. I'm just one person, so the cynical side of me does not believe much will come of this, but the optimist in me is hopeful that feedback of this kind will prevent others from having a similar experience.
It was my girlfriend's wish to have her birthday brunch at Joule this coming Saturday, March 2nd, with her family. She had recently spent a couple of years living in Singapore and was extremely excited to take part in your Asian-inspired twist on a brunch. We had found your restaurant through word-of-mouth, some internet research, and even a drive-by. Your menu and restaurant layout seemed absolutely perfect for her.
It was/is to be a larger party (15-20 people). Reading on your website that larger parties required a phone call and/or email to make reservations, I placed a call into Joule on Tuesday, Feb 19. I was greeted by a semi-friendly hostess who told me that only the manager could take that request, but that she was not in at the moment and that I would be better served sending an email request (sent that next morning). No offer to take my information or a message was extended to me. Certainly not a requirement on her part, but a behavior I've come to expect when working with upscale establishments in the past. However, I was assured that I would receive a very prompt response. Just to cover my bases, I called in the next day and left a message. I received no response to my email nor my voicemail.
I called again and left another voicemail on Thursday, 2/21. Getting no response to that voicemail, I called again on Saturday, 2/23 (around 11:30 am) now in a very desperate situation with her birthday brunch date now only a week away. I was greeted by a very friendly and understanding gentleman (I apologize that I do not have his name). He empathized with my situation and echoed the same procedure that the first hostess communicated with me. However, this time the gentleman apologized profusely, took my name and number, and assured me that a manager would return my call/email that day.
I received the below-attached response nearly 4 hours later with the manager, Brandie, indicating that she'd been away from the restaurant for the past few days. Brandie telling me this and me receiving no responses during that time indicated to me that there was no back-up plan in place for her absence. No assistant manager, no manager-on-duty, no nothing... just a void. Time off is fine. Other commitments are fine. All understandable. But life and business must go on in the interim and to have no one manning customer email and voicemail inboxes during a manager's extended absence is very... unfortunate and unexpected.
When I did eventually receive a response, I was told that the restaurant could not accommodate my party on that day. For all I know, the date/time was booked by others long before I made my request. However, it still left a foul taste in my mouth to make so many efforts to communicate, receive no responses, and then be denied in the end. Some minor back and forth emails occurred with Brandie attempting to help if I was willing to change my dates and/or limit the size of my group, but I could not be flexible on those things. Her birthday is her birthday, the number of beloved family members to attend is what it is.
We have since made alternative arrangements at another restaurant and will be honoring that reservation. I was so very displeased with the circumstances dealing with your Joule staff, save for that very kind gentleman on Saturday, and disheartened to not be able to give my girlfriend a birthday experience she was truly ecstatic to enjoy. I felt I needed to voice my disappointment to your ownership group.
Thank you for your time and attention. I hope that some process improvements can be identified and corrected so that others will not share my same experience. I wish you all the best. read more