I'll start by saying this. I never leave negative reviews for any business without thinking things through because I know the impact negative reviews can have, which affect not only the ownership's investment in the business, but also the good hardworking employees.
I was excited when I saw Wahoo's opened up in Austin a few miles from my home after being a regular customer at several of their locations in SoCal before moving here in 2020. I read through all of the reviews for this location and there is a consistent pattern of reviews by California transplants who are disappointed overall with their experience at the new ATX restaurant compared with what they were used to having in SoCal.
I came by for lunch after my workouts about 2x a week for a couple of months until I saw no improvement in the food quality, customer service, and atmosphere. I'll break down the problems I experienced below, so anyone reading this knows why I haven't been back in several months.
- The entrees are significantly smaller in size than what I got at other Wahoo's locations and half of the time, part or all of my entrées came out too cold.
- Most of the employees working the register are not properly trained, and I attribute this to a lack of management presence. I don't know about the evenings, but during the day there is only one manager who floats between the three different restaurants that are part of the same ownership group.
- After a customer places their order and the employee behind the counter tells you the total, they will flip the payment screen around without telling you they've added a 25% gratuity. You have the option to change it manually, but it's sneaky and can easily be overlooked if someone doesn't look closely at the total, which has been changed after an additional 25% has been added. Keep in mind, this would happen after they would see me put cash in the tip jar as well... Not cool!
- The bartenders, or whoever is in charge of the music during the day, play the music at a volume that's way too high. One time, when I could barely hear the employee behind the counter while placing my order during the day, I asked the bartender if he could turn it down because it was impossible to hear the employee behind the counter. He looked at me like I was crazy. And it's not just too loud by the counter area, but also in the rest of the indoor dining rooms.
- The final straw for me at this Wahoo's location came when I was ordering at the counter one day and wanted an extra a la carte taco removed from my order when I realized it cost over $8. The employee taking my order at the counter was brand new and the guy helping him told me it was his first day and the guy training him told me he had only been there a week. After about 3 minutes of nothing happening and the line of customers getting longer behind me, I suggested he get a manager or someone else to help them. Another employee who was doing something next to them at the counter, started to walk away, and I asked him if he could help them remove an item from my order. I did not raise my voice and I was being respectful, but he took it upon himself to tell me, 'Just relax!" and put his hand up in front of my face acting like I was some kind of irate customer causing a big scene.
It's a shame the people in charge at this location can't figure out how to make things better and unless things change, I doubt this location will survive in Austin... read more