My experience at The Martini Lounge in Springfield was unacceptable. This was my second attempt to receive service there, and once again, I was treated as though I were invisible.
I had already placed a to-go order for a lobster roll and came inside only to pick it up. Because there did not appear to be a clearly designated pickup area or host directing customers, I stood at the bar. For approximately eight minutes, two bartenders repeatedly walked past me without making eye contact, greeting me, or asking whether I had been helped. During that same time, they served customers standing directly to my right and left.
There is simply no reasonable way they did not see me. A basic "Hello, someone will be with you shortly" would have taken only a few seconds. Instead, I was completely ignored. After standing there and watching other customers receive service, I left without my order.
I cannot ignore how this experience made me feel. I cannot claim to know what was in the bartenders' minds, but I do know that I was visible, I was waiting, and I was bypassed while customers immediately beside me were acknowledged and served. Whether the cause was racial bias, poor training, or simple indifference, the result was the same: I was made to feel unwelcome.
I called and spoke with the manager, Jeremy, who was apologetic and provided a $50 gift card. I appreciate his response, but a gift card does not correct the underlying problem. Why would I feel comfortable returning to a business where this has now happened more than once? Management needs to understand that employees who refuse to acknowledge customers are driving away the very people whose business supports the establishment.
This was not merely slow service. Slow service means someone acknowledges you and explains that they will be with you shortly. This was being completely disregarded while other people around me were served. No paying customer should be treated that way, and prospective customers deserve to know about my experience before deciding whether to spend their money here. read more
