Have been a regular customer for Breakfast and Dinner - 5 plus years. My partner and I recently went on a Friday night and thought it very odd at dinner time, there were 2 cars in the parking lot. A waitress seated us. Came back a few minutes later. I ordered a specific Pinot Grigio- my partner a soda. 10-15 minutes later the drinks arrived; at this point we were ready to order. She took the order of Chix/Broc and Ziti & Steak tip dinner with a sub of fries instead of potatoes.
Meal came and it was average at best. Bland, over cooked pasta, best we can comment on was the fries and how they came out.
There was only 1 other table in the restaurant- 4 women. When my wine came and I tasted it a few times, I knew something was off. I explained to the waitress and she looked confused as to what I ordered and and mumbled and took my wine away. I pointed to the menu and told her this does not taste like the wine I ordered; can you please pour me another glass. I heard her go to " the manager and state " she could not get the wine bottle open so gave me another glass of what was open". Hearing this conversation did not sit well with me. Instead of going to the manager in the first place, she purposely gave me a different wine, hoping I would not notice.
We received the bill and we noticed there was a $5.00 upcharge for subbing either potatoes for fries or extra broccoli. When we asked our waitress why this add on was on our bill, she could not give us a straight answer and again looked stumped. Her answer" I don't know this is just how they do it here". We asked for the manager.
This gentleman comes over in a suit that looked like he belonged at the Roxy 20 years ago, overpowering smell of cologne, clearly that should not be around a food preparing enviroment. He asked us what " the problem was". We explained that we wanted to know what the extra charge was for. He also did not have an answer. We said, this should have been told to us by our server or it be documented in the menu if there was any type of upcharge for subbing. He was not customer service oriented at all, clearly wanted to fight with the customers who are clearly asking for a reason we got the $5.00 extra charge. He then stated, well you ordered extra broccoli, that is why you got that charge. We replied, the meal comes with broccoli, we did not order extra broccoli. We asked for the money to be taken off the bill as we are being charged for nothing.
Alex I believe his name was, was very argumentative, did not want to listen or accomodate. Out of frustration, we left the exact amount of the bill and started leaving the restaurant, and this Manager Alex kept antagonizing us as we were walking out the door. In all my years in the Restaurant Management Industry I have never witnessed a manager as him. We asked who the owner was and he mentioned " Michelle".
I do hope that the owner/co-owners, customers and future customers read this in it's entirety.
We have had great experiences with wonderful staff members for the breakfast rush. Have seen the same faces over and over. This was the very first time we experienced this type of Customer Service and behavior from a Manager that should put every Customer's needs and requests, issues, problems first.
We will never walk into that Restaurant again due to this experience.
Word of Mouth also gets around fast. Might be why every time we drive by at dinner time, there is no one in that restaurant.
You might want to either retrain your management or hire someone who is actually nice to your customers.
Sincerely,
Michelle D. read more