Extremely Disappointing Experience at Brownwood in The Villages…read more
We decided to treat ourselves to a nice breakfast while my mother-in-law was in town, and we chose Another broken egg in Brownwood in The Villages. I even called ahead regarding seating, hoping to make the experience as enjoyable as possible. Unfortunately, what should have been a pleasant family outing turned into one of the most embarrassing dining experiences I've ever had.
Our server, Amanda, greeted us by telling us how much the restaurant "sucked"--her exact words. I was honestly taken aback. Regardless of how an employee feels about their workplace, that is absolutely not how you welcome guests who have chosen to spend their money at your establishment. Unfortunately, the food and service that followed did little to change that first impression.
We waited nearly an hour for our food, only for almost everything to arrive cold.
My mother-in-law ordered a salad to go, and it was completely wilted. I cannot understand how anyone could look at that salad and consider it acceptable to serve to a customer. She ended up exchanging it for potatoes, which turned out to be the only hot food any of us received.
I ordered the skinny omelette, which contained raw garlic bulbs, no asparagus, and maybe two tiny crumbles of goat cheese. My husband ordered a cheeseburger with extra bacon, and his burger was overcooked, dry, and disappointing. He was the only one who actually ate his meal, and that was simply because he was starving and hadn't eaten anything the day before.
The service was just as frustrating. All of our silverware was dirty. I had to ask twice for my biscuit. I requested extra lemon for my water and received just one slice. When I asked again, Amanda brought me a moldy lemon and placed it right on the table! I took it to the bartender, who looked at it and responded, "Ew," before replacing it with fresh lemons. When even the bartender is visibly disgusted by what a customer has been given, you know there is a serious problem.
I also requested ice, but after waiting, I finally had to get up and ask the bartender myself. She saw me and kindly offered to get it, but despite my request for two cups, she brought only one.
After everything we had experienced, I spoke directly with the manager to explain the situation. His response was to offer us a partial discount. While I appreciate that something was taken off the bill, a partial discount hardly makes up for the quality of food, poor service, and overall experience we received.
What bothers me most is that I was taking my mother-in-law out for breakfast while she was visiting. I wanted us to enjoy a nice meal together, and instead, I left feeling embarrassed and disappointed. No customer should have to deal with dirty silverware, moldy lemons, cold food, a wilted salad, and an employee who begins the interaction by insulting the very restaurant she represents.
This was not one little mistake or an isolated inconvenience. It was one problem after another, from the moment we sat down until the moment we paid. The lack of attention to food quality, cleanliness, and customer service was astonishing.
The irony is that Amanda's initial comment about how much the restaurant "sucked" ended up being the most accurate description of our experience.
Management needs to take a serious look at what is happening here. Customers deserve fresh food, clean utensils, attentive service, and basic courtesy--not excuses, frustration, and a bill for a meal they could barely eat.
We came in hoping to enjoy a nice breakfast as a family. We left disappointed, embarrassed, and with absolutely no desire to return.