A Really Awful Experience in so Many Ways!
As native Putnam County folks wherein the Red Pig is located, we have eaten at The Pig numerous times, and they are justly famed for their BBQ sauce and ribs. So I found our last visit SHOCKING, to say the least. This was our experience:
Made a reservation for ten (nine were able to come) and brought friends from out of town on a weekday night. Arrived on time, it was not particularly busy, and we were seated promptly. And it all went downhill from there.
The menus had an inserted note to the effect that they had raised their prices, but the prices wouldn't be reflected on the menu until the menus were reprinted. Wouldn't it have been just as easy to insert the note with the new prices on it? Or do what any quality restaurant does and wait until the menu is reprinted to raise the prices? Instead, we were left scratching our heads and wondering what our dinner would cost. (Picture nine people individually asking the server to discuss the current pricing!)
The server was using a hand-held device to enter our orders, and apologized for having difficulty, explaining that "it was a new system". Odd. We had been in 4 months previously when the same device was in use.
Food and drinks arrive. Even using her "new device", the server was unable to put the dish down in front of the person who ordered it without asking who had ordered it. This is not rocket science. I have seen 80-year-old servers in hairnets ("What'll you have, honey?") take orders without having to write them down and then deliver the plates to the correct person. From time immemorial, even the cheapest diner has had a system for identifying seats and their orders, obviating the need to ask who ordered what. What poor training (or lack of skills) this server exhibited. She shall remain nameless with the hope that she will find another occupation.
Once the plates were served, two complete orders out of nine were found to be missing. Apologies by the server. Runs back to the kitchen and returns. "The kitchen didn't receive your order". Whose fault is that? We'll never know since it could have been the server, the chef, or that pesky "hand-held device". Apologies and assurances that the dinners would be arriving soon. No offer of so much as a potato chip to munch on for the bereft diners. The rest of us had to start eating or let our food get cold. Very awkward for all, to say the least.
15 minutes into our meal, one missing dinner appears. The rest of us are half finished. The still-missing meal is salmon. How long does fish take to cook?!? Another 15 minutes goes by. By that point, we all are finished with our meal and waiting for our checks. Server does not appear for another 15 minutes, this time with the salmon dish. We sit there while she eats some and then leaves the rest since the group is ready to go. I excuse myself from the table, find the server, and discreetly say, "I sincerely hope you plan to comp her that meal, because that situation was inexcusable." Her reply? "I'll check with the manager." She comes back to the table and announces to all, "My manager says I can discount the meal 15%. It's not my fault." Nobody said it was, dearie, but what a poor decision on the part of management! Unsatisfactory (or non-delivered) meals are routinely comped or reimbursed with a coupon in any decent restaurant, usually accompanied by the manager appearing with an apology tableside.
And now for the kicker: Each diner was presented with the now-ubiquitous hand-held device to pay their bill. Very difficult to decipher (tiny screen, hard to read). Upon questioning, the server noted that the extra line item was the tax, which was paid without question. Each diner left a tip. In examining the printed receipt after we left, we discovered that the "tax" was really a tip because of the size of the party, so the server was double-tipped. A legal maneuver admittedly, but so tacky, so lacking in integrity.
Consequently, having been embarrassed in front of our out-of-town guests, we are done with The Pig. Every restaurant can have a bad day. But good management knows how to handle it properly to ensure customer good will. The Pig failed miserably in customer service, kitchen organization, and management integrity. We won't be back. The Pig can wallow in the mud of its own making. read more