Really disappointing experience here last night so I wouldn't recommend this place. At first I thought the place must be great because it was really busy but when we got to the front door and saw the "Seat yourself" sign, I thought "Well, this means it'll take a little while before someone notices we're here" and this was no exception. After about 6-7 minutes, a wait staff person did see us and came by to give us menus. We ordered 2 waters and a beer while we looked over the menu. The wait staff person came back fairly quickly with the waters but after another 8-10 minute wait, someone else came by the table to check on us. I said we were waiting for the person to come back with the beer and to take our order so that person tracked the original server down and she showed up with the beer a few minutes later.
We ordered a small pizza and the "steak" soup and after another 30 minute wait the food finally arrived. I have to say the pizza was really good but the "steak" soup my boyfriend was served was actually vegetable soup with about 4 pieces of meat in it. Plus it didn't come with any bread or crackers or anything and I have to say that I've never ordered soup in a restaurant that didn't come with something like that so I think that's pretty cheap of Maso's. When we asked the wait staff, they said we could always order some cheesy bread but considering the price of the "steak" soup, again, something should be included.
So after a few bites of the soup, my boyfriend discovered that the soup actually lacked the "steak" part so again, we ask the wait staff about it. She apologized but then added, "she doesn't make the stuff." I'll attribute that to a slip of the tongue though it's never a good idea to have that kind of response to a customer who is bringing a concern to their attention. So I replied that she could share the feedback with the kitchen so they know there's an issue with the soup. After a few minutes the chef came by the table and apologized and offered to make a new bowl with more meat in it. But by this time, it was after 8pm and I was through with my meal and we didn't wait another 10 minutes or so to start all over again with a new bowl.
But here is the kicker that really drives me to write this lengthy review-the restaurant did not offer to take the soup off of the bill, discount the bill, or anything. We were charged nearly $40 for 2 beers, a small pizza, and the bowl of soup that was like 90% uneaten and had been complained about. This is really inexcusably POOR customer service and frankly, surprising considering all the other places competing for customer dollars, especially right now as restaurants recover from the pandemic.
As they say, you never get a second chance to make a first impression, and ours was such that not only will we not be back, I've shared this experience with friends and colleagues and am posting this review online for others to see and consider. Not a good look Maso--you blew an easy chance to earn a customer. read more