I went to The Nest last evening with my wife, stepchildren and spouses along with our grandchildren for her birthday. We arrived at 6pm, did not call ahead- maybe error on my part. When we walked in I noticed a large party had already arrived as I spoke with the manager about our party of 10 and 5 grandkids. She said they would be able to accommodate. They quickly pulled several tables together. The initial beverage order was very slow as well as refills throughout the evening. It took over an hour for the first person to get their meal. Half the table ate while the other half waited for their food -- HORRIBLE and UNACCEPTABLE!!! There was no apology from management for the pace of service. As Staff and the Manager passed by our table many times, one would've thought checking in our table while passing by might be good customer service.... The meals were poorly prepared , cold meat on the nachos, cold fries, poorly prepared entrees and no refills on drinks after asking several times etc....... This entire experience was horrible!!! We live in the neighborhood and have frequented this establishment many, many times over the past couple years.... We have routinely overlooked staffing issues, poorly prepared meals etc. willing to give benefit of doubt. The attending waitress did take 10% off each bill, NOT looking for a discount -- looking for good service and MAYBE the occasional check in on our party!!!!
On this visit, at the end of our meal I attempted to speak with the manager regarding this dinner and was given excuses rather than apologies.... then was lectured on the fact that we should have called ahead. When my wife attempted to speak to the manager, the manager questioned her on if she has ever worked in the service industry and then called her a mean individual when she answered that question. FIRST a ridiculous question to ask of a customer, however YES she does as in a high level Leadership role for a major medical facility as well as over 30 years of service and managerial experience.
While I can appreciate being caught off guard with staffing and several large parties, but in the restaurant business you must overcome and succeed.... This was definitely not the case on the evening of October 17. It was very clear 2 of the large parties were previously scheduled so the question to ask is why wasn't staffing increased for the evening.. The unfortunate thing is that this is not the first time we have experienced this!!! It will definitely be our last time visiting this establishment... Should this type of service continue failure is certain!!! read more