ONE STAR -- FIVE STARS FOR WAYANN, ZERO FOR MANAGEMENT!…read more
I have NEVER been so disappointed in a restaurant I once enthusiastically recommended.
We visited Westwood Bar & Grill on October 11 to celebrate my father-in-law's birthday. What should have been a wonderful family celebration turned into one of the worst dining experiences I've ever experienced.
BUT FIRST, LET ME RECOGNIZE ONE EXTRAORDINARY EMPLOYEE: WAYANN!
Wayann was our server, and she was absolutely AMAZING! This poor woman was single-handedly taking care of approximately seven or eight tables, running nonstop, visibly sweating, overwhelmed, and doing everything humanly possible to keep customers happy.
Despite everything, she remained kind, gracious, professional, and incredibly hardworking.
WAYANN DESERVES FIVE STARS, A RAISE, AND THE SUPPORT SHE CLEARLY WASN'T GETTING!
Unfortunately, everything else was a disaster.
Our meals arrived at completely different times. Some were cold, others were incorrect. Food was dropped amid the chaos, and we personally witnessed two tables of four GET UP AND WALK OUT.
Meanwhile, the bartender, Tory, had approximately TWO customers seated at the bar.
I approached her and politely asked whether she could help our overwhelmed server by preparing additional drinks. Rather than demonstrating basic teamwork, I was met with an unbelievably rude, dismissive, and argumentative attitude.
She asked what everyone was drinking. I explained that I wasn't the server and asked whether she could look up the orders or speak with Wayann.
Instead of helping, she made the exchange unnecessarily difficult.
I've rarely witnessed such a lack of teamwork while one employee was clearly struggling!
I privately approached a gentleman whose name I believe was Scot or Steve and explained my concerns. He became defensive but assured me the situation would be handled.
NOTHING VISIBLY IMPROVED.
As customers continued leaving, the restaurant became practically empty. I even took photographs showing the nearly empty dining room and bar.
At one point, I actually called the bar while sitting INSIDE THE RESTAURANT.
NOBODY ANSWERED THE PHONE!
I spoke with Scot or Steve AGAIN. He asked what was still wrong.
I explained that we were celebrating my father-in-law's birthday, our meals arrived cold, incorrect, and at different times, the bartender's attitude was unacceptable, and my call to the bar went unanswered.
I SPECIFICALLY REQUESTED A DISCOUNT.
After everything we experienced, I thought that was entirely reasonable.
Was a discount offered? NO.
Was any other immediate resolution offered? NO.
Instead, he simply took my name and phone number.
That was it.
TO THE OWNERS, GREG AND LAUREN:
I sincerely hope you read this.
I'm visiting from Washington, DC, and I've eaten here before. In fact, I previously gave your restaurant RAVE REVIEWS.
I understand restaurants get busy. I understand staffing shortages happen. I can even forgive food mistakes.
What I cannot understand is watching an exceptional employee struggle without adequate support while management fails to address legitimate customer complaints.
We weren't looking for special treatment. We simply wanted a nice birthday dinner, properly prepared food, and management willing to address problems.
Instead, we received cold and incorrect meals, encountered an unnecessarily rude bartender, and received no meaningful resolution.
AND PLEASE, DO NOT BLAME WAYANN FOR ANY OF THIS!
She was the ONLY bright spot in an otherwise miserable experience.
WAYANN, IF YOU EVER READ THIS, THANK YOU!
Your kindness, patience, and extraordinary work ethic did not go unnoticed. You deserve recognition and a workplace that supports you.
FIVE STARS FOR WAYANN. ZERO FOR THE BARTENDER'S ATTITUDE AND MANAGEMENT'S HANDLING OF OUR EXPERIENCE.
The saddest part? Westwood has an exceptional employee in Wayann, but even the best server cannot compensate for an entire operation that fails to support her.
I wouldn't return if someone paid me.
Greg and Lauren, your customers deserve better, and WAYANN DESERVES FAR BETTER!
