I am so frustrated with the service I received tonight (February 6 at approximately 8:00 PM) at the Lucky Dog café. I have been a patron there for years and always had a positive experience until tonight. A group of friends and I are regulars on Tuesdays to play trivia. I ordered an entree which was a steak, prepared medium rare, along with a house salad and broccoli with extra lemon to employee #1. When my entrée was delivered (not by employee #1) I immediately noticed that my steak was overcooked and that I did not receive any lemons. I rarely ever send food back to the kitchen however, after cutting into the steak and taking a two bites, seeing absolutely no pink I then asked employee #2 for the steak to be replaced. She then attempted to remove my entire plate of food back to the kitchen. I asked her to please leave the broccoli and shrimp so that I could continue eating. I asked her if she could please bring me some extra lemon (for the second time) and a to-go box. After waiting 6-8 minutes and not receiving the lemon or to-go box my new steak arrived with eight pieces of lemon ON TOP OF THE STEAK by #2. (By this time I had paid my bill and left a generous tip because trivia was almost over and I was still waiting to eat my meal.) I explained to #2 about my frustration of having to wait so long for the lemons and then for them to be delivered on top of my steak was ridiculous. #1 server then stopped by and asks what is going on. She offers no apology, and very rudely asked me "what do you want me to do about it" without even stopping to speak directly to me. Before I could answer, my table-mate suggests that they comp my meal (to which I had already paid and left a tip). A few minutes later, one of the employees slams the refund for my entrée (keeping the tip money) on our table. I am incredulous. I then asked employee #3 if I could please speak to a manager. He informed me that there is no manager on duty. I then asked who was in charge and was told that the owners were not in that evening, but that they would be in the next I told him I was very disappointed with the service, especially #2's attitude. He then informed me that she is "only 18 years old and is the owner's daughter and that he doesn't know what I am screaming about because she's so young". Again, I am absolutely shocked at the attitude of this employee. #2 then drops off a piece of paper with (I assume) the name of the owner and phone number. I am still waiting for my to-go box when I am informed by #1 that they don't give to-go boxes on meals that have been comped. Now I am livid but I am keeping my emotions to myself. I still have not received any kind of an apology or shown any sincere concern from any of the employees, only weak excuses. By now, almost all of the dining area has cleared out and I'm still eating part of my steak that was ordered over an hour ago. I receive the to-go box from #2 and without saying anything, she takes away the piece of paper with the phone number and owner's name before I've had time to put it in my purse. Unbelievable. Finally, employee #4, whose name is Heidi, walks over to my table from where she was tending bar. She asks me what was going on, and I tell her. She explains that it was a busy evening, there was some miscommunication amongst employees, and how it really isn't that unusual to have eight slices of lemon presented on a steak after the customer has asked twice for them. She is willing to listen to me, which was a first that evening. I then ask her for the name and phone number of the owner which she very willingly gave me. I thank her for her time and for listening to me. I have not yet made the phone call to the owner because I am dreading hearing feeble excuses and no apologies which is really all I wanted from the start.
I therefore cannot recommend this restaurant any longer because most of the staff are sorely in need of customer service education. read more