I've been coming here on Thursdays and have generally enjoyed the place, which is why this experience was so disappointing.
Last Thursday, our group was having a great time. The staff inside was friendly, we had ordered our drinks, and we were in the middle of a conversation when, at around 11:52 PM, a security guard came over and very sternly told everyone that the bar was closing and that we needed to leave.
For context, we were not refusing to leave. I simply smiled and asked, "Hey, there are still about 8 minutes left. Can we just finish our drinks really quick and then we'll head out?" He said no and told us to get out.
At that point, we were already getting up and leaving. I told him that there was no reason to be so rude about it. A simple "Sorry guys, but we have to have everyone out because of policy" would have been completely understandable. Instead, he continued telling us to "just get out."
What happened after we walked outside is what really crossed the line.
Even though we were already outside and leaving, this security guard continued arguing with us. He called us "sensitive," called us "bitches," and repeatedly used the N-word toward us. He also told us that he had a job to do and couldn't be nice because people wouldn't leave.
I completely understand that security has a job to do. If customers refuse to leave after being asked, then absolutely be firm and do what you need to do. But that wasn't what happened here. We were already leaving.
He continued provoking the situation outside, even saying that if there weren't so many of us, he would have fought one of us.
While we were outside, I ended up speaking with another patron who was still inside. During our conversation, that patron told me that he was a regular and that the establishment didn't mind him staying inside while everyone else was being asked to leave.
I then asked that patron if he had ever had an issue with this security guard before. He told me that he had. According to the patron, during a previous closing, the security guard had pushed him on the back while he was already leaving, and the patron told him, "You don't touch another man in the back when I'm already leaving."
Right after that point, a manager came outside and told us that we were now "86'd" from the establishment and needed to leave. We were already outside and off of the property, we have been off the property since the security first told us to. Being told we were banned after the security guard continued arguing with us felt completely backwards.
I called the bar on Saturday because I wanted to speak with the owner or someone in charge and explain what happened. I was told the owner rarely comes in, but the manager was there. I explained that I didn't feel comfortable speaking with that manager because she had been involved in the incident, so I left my name, number, and a message asking the owner to contact me.
The employee who took my information even told me this was not the first time someone had an issue with this same security guard.
About 30 minutes later, I received a call from the same manager. Unfortunately, the conversation went almost exactly the way the original incident did. She was immediately defensive, repeatedly interrupted me, and insisted that the security guard had every right to act the way he did because it was "policy."
I explained that I understood the policy and never disputed that we needed to leave. My issue was the way we were spoken to and, most importantly, the repeated use of racial slurs and insults after we were already outside.
When I tried to explain that calling customers "bitches," "sensitive," and using the N-word was completely unacceptable, she continued defending her employee. When I told the manager her security was acting "douchey", she told me she would not allow me to talk about her staff that way and eventually hung up on me.
That's not how I believe a business should handle a customer complaint.
I'm not upset that we were asked to leave. If the policy is that everyone needs to be out at a certain time, that's completely understandable. I'm upset that we were treated disrespectfully when we were already complying, and that management's response was essentially to defend the behavior rather than address it.
The security guard is one of the faces of the establishment. His behavior reflects directly on the business. If management is comfortable with an employee speaking to customers this way and especially using racial slurs, then that's something customers deserve to know before deciding where to spend their money.
I genuinely liked coming here on Thursdays, which is why I hope the owner sees this review and reaches out. I'm not looking for special treatment or an apology just because we were asked to leave. I simply expect customers to be treated with basic respect, and I expect management to take legitimate complaints seriously. read more