I was really looking forward to my first time at Stoneburner, I had heard such great things.
My girlfriends treated me to a birthday dinner at Stoneburner. When we got the bill, my sister noticed she was charged more than expected on the cold cuts and cheese plate. Turns out it was a misunderstanding; the wording on the menu was ambiguous. Stoneburner was not going to make an adjustment to the bill.
I get that. If it were just my husband and I, we would've been annoyed but would've paid the bill anyway. However, my sister and girlfriends were paying on my behalf and I felt like I needed to at least try to talk to the manager.
So I called the manager. I met Dawn, the dining room manager, and respectfully gave her an explanation of the honest mistake my sister made. I asked her if there was any way an adjustment could be made on the bill.
A simple request blew up to Dawn being rude and condescending: rolling her eyes when I explained our situation; raising her voice at me and not even trying to at least pretend to be understanding or patient. Turns out, after she took the receipt and stormed away, she slipped the amended receipt (she ended up reducing the charged amount of the cold cuts plate) to our waiter and literally left me waiting at the host stand. I was left not knowing what was going on. Dawn even passed by me once or twice and said NOTHING. I ended up returning to my table after a few minutes to let them know that I was still waiting to hear from Dawn, and my party told me that the waiter had already come by with the updated receipt. I couldn't believe it!
I was so mad at this point that I asked our waiter for Dawn's supervisor's name, an email address at least so I could let somebody know how unprofessional her behavior was. The waiter, feeling really bad, told me to wait and she went to the back.
A few minutes later, the waiter came out with Dawn, and Chef Jason Stoneburner. At this point, I was impressed that Mr. Stoneburner himself came out. But it was all Dawn, orchestrating the public "apology," touting her reputation for customer service and the fact that she is considered to be one of the most thoughtful people in this industry (to which, Chef Stoneburner peeped, "Yes, she is." That was ALL he said to us).
There was also a lot of projection of blame going on: "I'm sorry that YOU took it that way." "I'm sorry YOU were embarrassed." "We want you to come back to Stoneburner but I understand if YOU don't want to."
Dawn said she was really busy catering a 100-person event that evening. So that was her justification for the disrespect.
After Dawn was finished, Chef Stoneburner followed her to the back. He didn't say anything beyond the "Yes, she is" response. I was at a loss for words. Dawn was orchestrating the entire thing and Chef Stoneburner really didn't care.
Dawn is probably on her A-game most of the time; I mean, she's gotten to where she is because she's smart and knows how to serve her customers. She knows when it's important to be impeccable and when to let customers leave unattended and angry. She had 100 guests that evening to please because their money matters. I get that. But she has to understand that even the smaller parties need equal respect and consideration. read more