We had a disappointing experience at the Charred Oak Tavern, despite the manager's professionalism in resolving the issue. (With many phone calls from my friends and I) The menu was creative and fun, but the food didn't live up to expectations, even though the management was accommodating, this situation warranted the owners of the restaurant to reach out to all three of us. This is how bad this situation was.
The real problem was the poor customer service from our waitress, Jess. We were initially told that there was no shrimp cocktail available, but to our surprise, it did arrive at our table. However, it was warm and had just been cooked, which was not what we expected. It was thoughtless... who wants to eat warm shrimp cocktail? Additionally, when we asked for fried scallops, Jess claimed the kitchen wouldn't do it, yet they offered fried scallops as a side dish in their surf and turf option. This inconsistency raised suspicions about her willingness to accommodate our requests. Everything was met with "no" and with very short, rude answers.
Although the menu clearly stated that some sides were extra, Jess should have reminded us of this to avoid any confusion. Instead, she seemed more interested in chatting with her coworkers than attending to our needs. She was rude, dismissive, and would often roll her eyes or provide short answers. When she brought the check, she tossed it on the table.
The prices were also steep, with sodas costing $4.50 each. Given the 45-minute drive we made to try this restaurant based on a colleague's recommendation, we were expecting a much better experience. Instead, we were disappointed and frustrated. We left that restaurant so upset that we definitely vowed to never return. Although this review may sound relentless. I want to reassure the reader that it was that bad. It was expensive. The food was OK. It wasn't great... But they're plenty of great restaurants out there so I don't need to go to a restaurant where the service is mediocre and actually borderline abusive.
Even after the manager resolved the issue, we still had to follow up with multiple calls to get the matter fully settled, which is why we requested a full refund, which they did provide.
What was even more concerning was that the management mentioned they had received several complaints about Jess's behavior in the past, yet seemingly, no action had been taken to address these issues. This lack of accountability and prioritization of customer satisfaction is troubling.
As someone who has worked in the restaurant industry, I understand the challenges that come with it. However, there's no excuse for the horrible customer service we received. In my opinion, Jess's behavior was unacceptable, and I'm usually a proponent of forgiveness and second chances. However, her treatment of us was truly egregious, and given the history of complaints, I believe more decisive action should have been taken.
Quite honestly and regrettably, I don't recommend this restaurant and would advise others to avoid it. It takes one server to ruin a restaurant, and Jess did it. We made sure to share our experience with the colleague who recommended the restaurant, as I believe it's essential to warn others about poor service. Unfortunately, this experience has soured our opinion of the Charred Oak Tavern, and we won't be returning.
I don't think the management or the owners of this restaurant fully understand the power of online reviews or the power of "word of mouth" -in this horrible economy, where people are just getting by there is no way that I would recommend this restaurant. There are plenty of better restaurants out there with exceptional customer service. read more