To Firepan Management,…read more
I am writing to formally bring to your attention a deeply disappointing experience my family had at your Woodbridge location Saturday 8/29 during a 6:00 PM reservation made to celebrate my brothers birthday. What was meant to be a special family gathering turned into an uncomfortable and frustrating evening due to multiple service and operational failures.
Despite having a reservation for a party of eleven, we were placed in a small enclosed room beside the bar, at a table that was clearly too small for our group. The table had two burners, but only one was fully operational. The second burner was technically on, but not functioning well enough to cook food properly, which made it impossible to prepare the meat at a reasonable pace for our entire party.
Additionally, bowls of rice had been placed on the table before we arrived, and by the time we began eating, the rice was already cold. With only one fully working burner, we could not cook the meat fast enough for everyone. I notified our waiter Alex, and requested a manager. We informed Sienna, the manager on duty. She was condescending,dismissive, and completely unhelpful. We asked if the meat could be cooked in the back or alternatively at the open table next to us. She refused to provide any accommodation, or to offer to cook it on the table directly next to us. She simply stated they would inspect the burner after we left and did no offer us any solution.
Rather, she informed that couldn't order more we needed to leave by 8 PM because a party of twenty was expected. It was only 7:10. This added pressure to an already uncomfortable situation and made our family feel rushed during what was supposed to be a celebratory dinner. Instead of allowing us to a completely reasonable resolution in turning on the burner next to us, they started stacking the sides and rice bowls for the next party at that table. That further made us feel rushed and unwelcomed. I'm sure the party after us would be disappointed to learn their food was set out over 30 mins prior to their arrival. Is this standard practice?
To check out, I had to approach your manager Sienna at the host stand. I asked for an alternate manager or the General manager. She stated she was the only manager which is doubtful on a Saturday night. I explained how poor the experience had been, and that as a the manager her response was lackluster and lacked emotional intelligence. She responded by saying she had already applied a discount. I clarified that we were not seeking a discount -- we were seeking a quality family experience, especially for a birthday celebration. To add insult to injury, the discount applied was a military discount which my military family was already entitled to. I told her I was ready to check out. She stuck her hand out for my card without providing a proper receipt. I had to ask for my itemized receipt. Upon paying, she did not even have the decency to mutter a thank you. I called her out on her poor service once more as her behavior at this point was just distasteful and rude.
This situation reflects a breakdown in customer service, communication, and basic operational standards. We left feeling unheard, rushed, and disappointed. Managers are responsible for customer satisfaction and recovering negative experiences and Sienna was completely incompetent, and rude. As a business owner, I'd be deeply concerned that such a poor manager is representing my business.
I am requesting that this matter be reviewed at the management level. Families choose Firepan for the experience, not just the food, and I hope steps will be taken to ensure that no other guests encounter what we did. I will be sure to share my experience with others.
I used to frequent this business, but no longer will. Do not recommend. There's a plethora of quality KBBQ in this area to ever waste my time here again. The one star reflects Alex's kindness. He was a kind server in a tough situation with an incompetent manager.
