HORRIBLE service at the Grill Restaurant in Laurel Hill. The level of complete incompetence that this server exemplified tonight was unheard of! My family, a friend and I just went there to eat dinner. We walked in and a husky girl with dark brown hair (she never introduced herself) was standing behind the counter staring at us like a spaced out deer in headlights. We stood there waiting for at least a "hello" but ended up seating ourselves. We had with us our 19 month old daughter and 7 year old son. Once she decided to interact with us, 10 minutes later, she asked if we needed a high chair but never brought one out so we had to get it ourselves after waiting for 15 minutes. She flopped the menus down in front of us said nothing, left for a moment and came back to get our drink orders. She brought us our drinks and took our meal orders. After a reasonable 10-15 minutes, the food was brought out, however, my entree was missing. She left the table and never came back! So I waited patiently for her to at least come back and explain to me why everyone else had their plates except myself, but she never came. After 20 mins I went up to the counter to find out what happened. She sent another server to tell me that "she scribbled it out because someone said "nevermind". Ok, excuse me? Who was this person that said "nevermind"? She took all of our orders and I made it perfectly clear what I wanted. He looked as though he was also perplexed and asked me what I would like to eat and that it would take just a moment... completely distraught and embarrassed by this, I told him that I do not want anything and in fact we are leaving; I let him know that it was because of her poor customer service skills from the moment we walked in and lack of common decency from her to at least apologize. I then went back to the counter to ask for a manager and was told she was at home...what on Earth?? I recognize that this is a "mom and pop" restaurant in a small town but why is no one supervising? Mind you, there were only about 2 other tables there with one person at each, thus rendering her the option to use being "overloaded" and busy as an excuse impossible! My husband and his friend decided to take their food to go and left NO tip. I usually give tips (more than substantial) even when the service is not up to par (I've worked at a restaurant throughout college and understand the struggle) but I had no remorse for them walking away, leaving her empty handed. All I received from this ordeal was a business card with the restaurants number to reach the manager. I will be calling first thing in the morning and considering we just moved here, I will do my best to ensure that this "employee" is held accountable for her actions or lack thereof. She should NOT be working in customer service if she lacks the fundamental skills of communication and acts as though she does not have an interest in patrons needs! Wish the option of NO stars was available, but just 1 out of 5 will suffice..*** UPDATE: just spoke with the "manager" Tammy. She was extremely rude from the start! She obviously had been informed of what happened and obviously partial to her employee. She said that I didn't tell the server what sides I wanted with my entree, well, my husband and I can attest to the fact that she NEVER ASKED nor mentioned.I can completely understand why their reputation is poor. Poor attitudes, poor service. And she didn't appear to even care to reprimand or train the employee. No apologies whatsoever. And she told me that I didn't get an apology because I left! Wow, just wow. What a way to treat service members and their families! It's almost laughable because I know for a fact that this restaurant would NEVER make it anywhere else. It's because of the residents of Laurel Hill that it has survived as long as it has! It's the ONLY restaurant here...Sadly. But Shame on Tammy for condoning this type of behavior and lack of service! At the very least, we won't be going back and I hope that this and other poor experiences catch up to them and maybe they will look into some of the complaints and listen to the customers instead of siding and making excuses for their lack of common sense. The server appeared to be under the influence of drugs, as she was spaced out during the entire ordeal.!*** read more
