We have enjoyed our past experiences at Fay's Diner, and I especially love the hash brown burrito…read more Unfortunately, we had a disappointing experience this morning and will not be returning. We were initially greeted by a very friendly server who brought us coffee and made us feel welcome, she said our server would be right with us. Unfortunately, our experience changed once we received our food.
My husband's wheat toast arrived absolutely covered in butter--far more than you would normally expect, to the point that he couldn't eat it. He simply asked our server, who had long brown hair and tattoos, if he could have two pieces without butter. She seemed oddly taken aback by the request, and from that point on her demeanor toward us noticeably changed. She dropped the replacement toast off without saying anything, never checked on us afterward, and never offered to refill our coffees. Later requests for the bill, a box, and a coffee refill were met with very short, unfriendly responses.
We were then surprised to see that we had been charged for the replacement toast. When my husband questioned it, she told us that because we hadn't originally specified "no butter," she had to charge for any replacement food and repeatedly said, "I don't make the rules; the owners do."
If that truly is the restaurant's policy, it seems unreasonable. Two pieces of basic wheat toast likely cost the restaurant well under 50 cents. You would think owners would give their servers enough discretion to replace something so inexpensive at no charge when the original was essentially inedible for the guest.
The additional charge itself wasn't the issue--it was the attitude and how such a simple request was handled. A friendly "No problem, I'll get you some dry toast" would have resolved the entire situation. Instead, we left feeling uncomfortable and unwelcome over two pieces of toast, which unfortunately overshadowed the rest of our breakfast. Although we have enjoyed our previous visits and I love the hash brown burrito, this experience was so disappointing that, unfortunately, we will not be back.