Consumers be aware. We consider ourselves to be lovers of fine restaurants and dining experiences. Roots and Revelry did not come close to meeting the standards that we have become accustomed to. Traci, the manager on duty, was aloof, and based upon her actions, she's proven herself to possess limited integrity.
During a Saturday brunch experience, her actions resulted in our our order being botched. She brought one entrée out approximately 15 minutes before the other. This, of course, resulted in a very subpar dining experiences for a party of two. Traci then blamed the server for her mistake. When the second entrée arrived at the table, it was obviously a rush job, which resulted in a dish that was not edible.
Our server was apologetic, and she offered to comp our meals. She even provided us with two additional brunch beverages (spirits). I asked her if she was certain that she did not want for us to pay for the beverages, and she said said that she was comping everything, including the beverages. She went on to tell us that Traci was the owners girlfriend and was not aware of what she was doing.
I found the fact that they both spoke negatively about one another unbecoming. However, we sat at our table for approximately another hour as we waited out the rain.
This occurred on a Saturday afternoon. To my surprise, five days later, I received a call from a number that I didn't recognize. The call was followed by a text from Traci, who identified herself as the manager at Roots and Revelry.
Her text: "This is Traci the Manager from Roots and Revelry. I'd like to close out your open ticket. We would prefer to avoid an official report with the Birmingham Police."
Update
Of course, I called her back, and to say she was amplified would be a mild description of her interactions during our phone conversation. I politely informed her that I knew exactly who she was, and I shared that she was accurate in saying that we were recently at the restaurant. I then shared that I was perplexed by the need to settle a ticket since we were told that we would be compensated by the server. I asked if our server was present and if we could all speak. The server was there, and she denied stating that would be comped. Instead, she stated that she was only comping the two beverages provided after we notified her about the second entrée being inedible.
How very sad... but what would you expect when a manager is forcing the hand of an employee? I yielded, as I am not one to banter. I asked how would you like for me to settle the charges. After clarifying exactly what items I would be charged for, the amount was determined. I then reminded them that we also had coffee and that it should be included. I then submitted the payment. Debt settled!
Traci sarcastically asked if I'd like to leave a tip. I declined, of course. I truly hope that Traci, the owners current girlfriend, feels a sense of accomplishment. I'm glad that I was able to save the Birmingham Police Department a little time because she was certain that we would be prosecuted to the fullest extent of the law.
The funny thing is that I documented the experience on the Open Table app prior to being contacted by Traci. It's almost laughable to think that we had our integrity questioned after being assured that the meal was being compensated because of poor service and quality. All this for an amount less than $50.00.
It would do restaurateurs well to understand that diners don't make the rules and no diner enters an establishment hoping to receive poor service in an effort to receive something for nothing. In fact, the opposite is true diners enter understanding that they will not only pay for meals, but they will most likely provide a suitable gratuity.
I guess I shouldn't be surprised by today's interaction with Traci. When stupidity is empowered, responsibility and accountability often escape. The fact that both the manager and server spoke negatively to guests about one another provides an adequate basis for understanding that the root of this issue is in-house communication. read more