Parts and Labor Brewing Company was a complete disappointment. We stopped in just before 9:30 PM…read morehoping for wings and a beer, only to be turned away despite plenty of customers still dining inside. Apparently serving paying customers a few minutes before closing was too much to ask.
My reply to the owner...
Thank you for your reply. Unfortunately, your response reinforces the concerns I expressed in my original review.
Rather than addressing the customer experience, you chose to dismiss it by focusing on the time we arrived and by implying that my review was the result of me "needing a great day." That kind of sarcasm does not reflect the level of professionalism customers should expect from a business owner.
You stated that you personally saw us enter at 9:40 PM and that the kitchen had already closed at 9:30 PM. However, I take accuracy seriously, and I do not appreciate being misrepresented. I have a screenshot documenting the time I left your establishment, which directly contradicts the timeline presented in your response. If the facts are important enough for you to publicly defend your business, they should also be important enough to present truthfully.
To be clear, businesses have every right to establish kitchen hours and closing procedures. Had the situation simply been explained professionally and courteously, my review likely would have reflected that. What stands out is not the policy itself, but the way concerns were handled afterward.
I travel extensively throughout the United States and internationally, reviewing small family-owned businesses because I genuinely enjoy supporting them. In many cases, when an owner responds thoughtfully and demonstrates a commitment to customer service, I am willing to reconsider or update a review. In this case, however, instead of leaning into customer service and understanding, you chose to defend, justify, and direct sarcasm toward a customer.
I can accept mistakes. What I have a much harder time accepting is dishonesty. The screenshot of the time I left your establishment speaks for itself. I wish you and your business the best, but I stand by my review.
To make matters worse, we had a similar experience elsewhere in Sterling when a Sonic employee snapped at us for trying to place an order. Thankfully, Village Inn restored a little faith in customer service with friendly staff, welcoming patrons, and genuine hospitality.
If you're traveling through town, don't expect Parts and Labor to go out of its way for customers. We were in and out in under a minute--with nothing but a bad impression to take with us.
