Normally RIVER BIRCH LODGE is fair to good. The last 2 times I went: the 1st time was fair to poor overall, and the 2nd visit was absolutely terrible. The staff appear to not want customers after 8:30p. Just look at how few customers they have coming in during that time frame (and earlier) to know the truth of this.
-On the 1st visit as I entered the restaurant, the greeter kindly reminded me "We close in 22 minutes." The message is clear: He would rather close up instead of serve. I was the only customer in the seating area. Service was subpar and my supposedly rare Ribeye was near medium, but pretty good none the less. The other food was only so-so. My wine and water were very slow in coming. After the food was delivered she checked on me once after 3 minutes, only, not to see her again until after I had finished eating which left me short of drink and I did not order a second glass of wine.
The 2nd visit (The terrible one) I came in at 18 minutes to 9:00. They seated me fairly quickly without comment to time. I ordered coffee (I had to ask for cream twice). Ordered prime rib rare (cooked more towards medium rare but good meat overall, although I ate well less than 1/5th of it due to circumstances that ensued.). Ordered a baked potato with double all the fixings plus butter and sour cream (only got potato with regular fixings). I ordered my side of Brussels sprouts and asked for a cheese sauce for the sprouts (no cheese sauce ever came, Brussels sprouts were buried in pepper so the cheese sauce probably would have made them edible: otherwise they were terrible.)
-About 3 minutes after being served a different staff person asked how things were. I requested the double potato fixings, plus butter and sour cream, asked again for cream for coffee, and cheese sauce for Brussels sprouts. Butter and coffee cream were delivered: nothing else. Before I could use the cream I unfortunately spilt it by accident. After several minutes I was able to flag down my waitress about the split cream. I tried to talk about the missing items, but, giving her the benefit of the doubt, she walked away without hearing me. I never saw my waitress again. I do not drink coffee without cream (which no replacement ever came). I have dry mouth issues so I don't eat without drink. I gave up and put butter on a cold potato, which added some moisture and I ate about half of that. I tried unsuccessfully to flag down a staff member, all of whom were cleaning (I assume), and too busy to look my way as they walked past. I finally (after 14 minutes with no contact from any staff) gave up. I was putting my personal items together to leave and someone came up and asked if there was a problem. I explained what had happened. She responded in elevated voice "Well you came in at 5 minutes to closing what did you expect?!?!" I responded "I walked in the door at 8:42 not 8:55, and I expected service". She accused me of lying. At that point, I blew up and raised my voice significantly in reply. I made it clear I would not pay because I had eaten practically nothing.
I explained the same to someone who came up and said he was a manager. Even though I had already told him that I wasn't going pay, he offered that I wouldn't have to pay and apologized. I thanked him for his offer but I wasn't planning to pay anyway. Thus we were in agreement that I would not have to pay and he clearly understood my situation. He offered a box to take the food. I responded "I am not paying, so I will not take the food." I left a paper message at the bar for the top manager with my name and phone with a request for him/her to call. No one called.
Several days later, Friday September 10 2021, my wife wanted to have lunch there with some friends. I secured a table only to have some manager come say they wouldn't serve me. After one of my friends came to hold the table I left quietly. I do want to point out that publicly refusing to serve me in these circumstances is intentional infliction of emotional distress.
-I made my living owning a business as a night club promotionist for 14 years. At one point I had staff running 18 shows a week all across the southeast. I know that just one unsatisfied customer will tell 10 to 20 or more of the people he/she knows about the event, and some of them will tell others.
-By the way, I had verbally told no one of the bad service event, but by denying me service they made it public to my friends and wife...they are already discussing it with others. The staff inadvertently began the verbal bad publicity they really don't want. Verbal bad publicity is the worst type.
The staff made the bad decision to refuse me service and in so doing publicly embarrassed me and caused me harm. They did this contrary to the manager's actions on the 2nd (terrible) night. He understood the situation, apologized, expressed concern for my treatment, and we reached an understanding that I should not have to pay.
-I hope they solve their problems. read more