Disappointing experience -- especially considering we tipped before receiving any service…read more
I visited Fieldwork Brewing in San Leandro with a group of five. I ordered the Dad Joke pizza and a Martinelli's apple juice, and I will absolutely give credit where it's due--the pizza and apple juice were fantastic. Unfortunately, that's where the positive experience ended.
My friend ordered the garlic parmesan chicken wings, and they were extremely greasy and had virtually no flavor.
My bigger issue was the service--or lack of it. You scan the QR code at the table, place your own order, pay in advance and add your tip before you've received any service. I have no problem with ordering electronically, but after paying and tipping, no one checked on our table even once. We needed water, silverware, napkins, ranch, etc., and every time we needed something, we had to find or flag down an employee ourselves.
There were five of us at the table and we all paid separately. One person never received the fries she had PAID for. When we finally got someone's attention, the response was basically, "You already got your fries. We only have one order of fries." She had to pull up her receipt and show that she had purchased her own order. The employee looked at the receipt, said nothing, walked away, and eventually brought the fries. No apology. Nothing.
At one point I personally walked up to ask for ranch because, again, no one was checking on the table. I was greeted with a rude, "What do you need?" Excuse me? I've already ordered my own food, paid for it, tipped in advance, and now I have to repeatedly get up from my table to get basic things myself--and I'm being treated as though asking for ranch is an inconvenience?
But what really bothered me happened the next day. My actual receipt shows that my order was $29.50, plus $3.22 tax and a $5.90 tip, for a TOTAL OF $38.62. Yet the charge showing on my account from Fieldwork Brewing is $46.34. That is $7.72 MORE than the receipt I was given. I have screenshots of both.
I understand that restaurants are moving toward QR-code ordering, but if customers are expected to order for themselves, pay in advance, tip in advance, and then get up every time they need water, napkins, utensils, condiments, or help with a missing order, what exactly are we tipping for?
Good pizza, but the customer service was disappointing, dismissive, and nowhere near what I would expect after being asked to tip before receiving service. And the discrepancy between my receipt and the amount charged to my account needs an explanation.