Despite reading some negative reviews beforehand, our group decided to give the Lobster Pot on Cranberry Highway in Wareham a chance. Unfortunately, our experience was even worse than we expected.
When we arrived, a young woman began taking our order. She was polite, patient, and pleasant. We ordered a scallop plate, fish and chips, and a shrimp plate. Before finishing, I asked a simple question about the onion rings because I'm a fan of them. I wanted to know whether they were thick-cut or thin-cut. She wasn't sure, which was completely understandable.
At that point, a man came over, and I asked him the same question, assuming he knew the menu better. His response was, "Medium. Everything is medium," delivered in a frustrated and dismissive tone. He then pulled the young employee aside, said, "I'll deal with her," and sent her to do another task.
Instead of returning to finish taking our order, he walked away and began talking with other employees. The restaurant did not appear busy at the time--there was no line behind us, and no other customers were waiting to order. After standing there for several minutes, I finally asked if someone would be taking our order. He eventually came back to the register.
I told my aunt that I would order and pay for their meals, but I would not be ordering my own food from him. I planned to go to Warren's Harborview Restaurant up the road instead because of how I was being treated.
After I placed and paid for my family's order, but before giving me the receipt, he suddenly said, "You know what? Let's just cancel it. You can go somewhere else." He crumpled the receipt and attempted to throw it away.
I told him I wanted the canceled receipt for my own records. I then asked for his name. He replied, "Frank... Frank Sinatra." When I asked again for his actual name, he sarcastically responded, "I'm not giving you my Social Security number." I explained that I wasn't asking for his Social Security number--only his name. To this day, I still don't know who he was.
What made this experience especially disappointing was that this behavior occurred in front of customers and fellow employees. No employee, especially a younger one who had been courteous and professional, should be treated that way. Likewise, no customer should be spoken to with sarcasm, disrespect, or hostility simply for asking a question about the menu.
Our group left feeling embarrassed and unwelcome. Customer service should never escalate to the point where an employee cancels a paid order out of spite or refuses to identify themselves professionally.
I hope management and corporate take this complaint seriously, identify the employee involved, and provide additional customer service training. The young woman who initially assisted us deserves recognition for remaining courteous throughout the interaction. Unfortunately, because of this experience, we will not be returning and cannot recommend this location to others. read more