This was such an unfortunate experience and it was all because of inconsiderate staff and poor communication. I went to Pour to attend a party for a friend. I actually liked the ambiance of the restaurant although it was a little tight. No fault of the restaurant though obviously. We sat upstairs and everything was fine initially. There was also another party a level above us (3rd floor). So the concept was cool you are given a bracelet that keeps up with your tab and there is a wall of beers where you can tap your bracelet and pour/refill your own beer. You are charged by the ounce. I chose a nonalcoholic mojito which was tasty but everyone else who had beer did complain about how foamy it was.
The issue came with the service. After being there for a while we were ready to eat. Firstly, which I didn't think anything of initially but now adds to her attitude, the server asked me how I wanted my burger and I said medium. She kinda scoffed at me and said "pink or well? I think you mean pink. Because it's a burger. We do pink or well." I was like ok...and when she left I laughed with my table about my mixed options of a color or temperature. 45 minutes later, we still had not received our food. Now, they were busy. And I understand a busy night as I served for years. But you can stop by and say "hey I'm sorry this is taking so long the kitchen is slammed" or something! Just communicate. Additionally, people who ordered after us were getting their food. So now I'm a bit more irked. A guy came and dropped some food for people that ordered WELL after us and my husband tried to get his attention. "Excuse me...EXCUSE ME!" The guy completely ignored him and keeps walking. 10 mins later our server comes back up. I try to get her attention. She ignores me. I follow her saying "excuse me?" Ignores me. Touches her arm to get her attention "EXCUSE ME!" Ignores me and shuffles downstairs.
At this point, I'm pissed bc now you are blatantly ignoring me. I go downstairs and find her and say I want to cancel my order. I'm met with an eye roll. She asks for my bracelet. "This isn't your bracelet". Umm it is, if not whose is it? She tells me that bracelet is for the other party and I can see a lot of additional charges on there. I'm thinking, OK well whose fault is that? So I say "Well you all gave us the bracelet." So I cancel my food order and ask how to close out my tab which she begrudgingly said I'll figure it out and dismisses me. She also tells a guy from my party who was also downstairs, "I can't come upstairs and service y'all or take orders for another 15 to 20 minutes because the kitchen is slammed." So y'all understaffed. Great.
I go back upstairs and my husband and I are standing up saying goodbyes and about to walk out when the guy from earlier comes and drops our food. This is about 10-15 min after my interaction downstairs. I look at it and say "hey I'm sorry but we already cancelled this order with the server. We are leaving".
He says "...but your food is here.
Me: "OK but we don't want it we are leaving."
Him: "Well box it up and take it with you. You ordered it"
Me: "I ordered an hour ago, I cancelled it with the server, and we don't want to take it to go"
Him: "But your food is HERE. You still have to pay for it because you ordered it."
At this point I'm having to use a lot of restraint not to pop off on this kid who I realize is also the one that ignored us earlier. I ask to speak to a manager. He says I am the manager. I say ok I'll just get the corporate number. He says "I'll give that to you for free". Now I'm burning up. I go downstairs to close the tab bc I am NOT paying for the food. He walks toward the kitchen and talks to the server as they both glance at me with attitude and disgust.
The ONE saving grace on that staff was the girl who adjusted my ticket then and there. She had to make a completely new tab removing all the birthday stuff and putting just our drinks on there. I was paying out when the "manager" realized she did not include the food and I could tell he was annoyed. She also had earlier brought hot water for my friend's baby bottle and I so wish I had gotten her name.
This review was long but this establishment really pissed me off with their poor service, being understaffed, and poor communication. Working in service for years I'm pretty lenient but do your job! I didn't ask for anything unreasonable and had you either 1) communicated I cancelled my order or 2) not try and force me to take the food then you could have easily had that order go to another table before you dropped it at mine and it sat there. It was just 2 burgers for goodness sake. And I still will be reaching out bc with management like that they are bound to lose more customers. read more