WORST CUSTOMER SERVICE EXPERIENCE -- DO NOT GO TO WAUSAU MINE…read more
We were visiting Wausau for the weekend and decided to check out Wausau Mine because it looked like a fun place on the website. BIGGEST MISTAKE EVER.
We were a group of 16 people, including 9 kids. Around 1:30 that afternoon, we called to see if they took reservations. The woman we spoke with was great and told us they could accommodate us. Awesome!
A few hours later, someone from the restaurant actually called US and asked if we wanted their private room upstairs because they were getting several other smaller-party reservations.
With 9 kids in our group, we were thrilled and obviously said YES.
We arrived about 10 minutes before our reservation and were seated immediately -- but not in the private room.
My sister-in-law and I went back to the staff member who seated us and explained that someone from the restaurant had specifically called us about the private room and that we had accepted it.
Their response?
There was another party upstairs and they didn't want to "ruffle any feathers."
Ummm... what about OUR feathers?
We didn't ask for this room. Your restaurant called us and offered it to us. We simply accepted what you offered.
Mistakes happen. We understand that. So we asked for a manager.
The first manager came over, and honestly, she was great. We explained what happened, and she said she would get her boss.
Enter Cindy.
We explained the entire situation AGAIN.
Instead of an apology or even acknowledging that this was frustrating, Cindy asked if we had filled out the online form. We explained AGAIN that we didn't request the private room through an online form. Someone from the restaurant called US and offered it to us.
After going back and forth, Cindy threw her hands up and walked away saying:
"I don't know what you want me to do about this."
Well, Cindy... honestly?
AN APOLOGY.
That's it.
We weren't demanding free food.
We weren't demanding money.
We weren't screaming.
We weren't asking for anything unreasonable.
We wanted someone to acknowledge that the restaurant had called us, offered us the room, we accepted it, and then the restaurant failed to honor what it had promised.
Apparently, that was too much to ask.
So we asked the first manager if there was another manager on duty. She offered to get the GM, Dan.
Dan eventually came over -- after we had already eaten and paid our bill, definitely a coincidence because I noticed him peeking over at us multiple times.
We explained everything AGAIN, including how Cindy had treated us and that we were simply looking for an apology.
His response?
"I'll talk to her."
That's it.
Someone in our group actually had to ask:
"So you can't even apologize to us?"
Only THEN did Dan apologize.
At that point, we were completely over it and walked out.
Unfortunately, the food didn't exactly redeem the experience. It was mediocre at best, and several people in our group couldn't even eat their meals.
To be fair, our server was amazing, and the first manager we spoke with was also great. Unfortunately, their good customer service was completely overshadowed by the way Cindy and Dan handled the situation.
Here's the thing:
Mistakes happen. We get it.
But when a restaurant makes a mistake, the appropriate response is:
"We're so sorry. We made a mistake. Let's see what we can do."
Because here's a wild concept:
Sometimes customers just want an apology.
We came in with 16 people ready to spend our money and enjoy our evening. Instead, we left frustrated and incredibly disappointed.
0/10 customer service.
0/10 management.
Mediocre food.
Would not recommend.
And we will absolutely NOT be returning.
If you're considering Wausau Mine, save yourself the headache and spend your money somewhere that actually values its customers.
And Cindy... if a customer is asking you for an apology, the answer really shouldn't be that difficult.
