*Saturday night review*
Grab a snack, y'all. This is gonna be a long one.
Let me start by saying I've never asked to speak to a manager before this past Saturday.
My friend scheduled a reservation for 6 people for her birthday. Four of us (3 ladies and 1 guy) arrived at 10:30 pm, and we were led to our table without an issue. Her other 2 friends plus one more showed up within an hour later, and the host kindly accommodated our 7th person by bringing over an extra chair. Just a note - there was always an uneven ratio of men to women so there was always at least one person at the table at all times.
We were all enjoying ourselves, but it occurred to us that an hour had passed without a single server coming to our table to offer us any drinks or food or to clear out any of the now-empty cocktail glasses that were piling up on our table that were ordered from the bar.
The birthday girl wanted to order cheesecake and the wait staff was nowhere to be found so I walked over to the hostess, told her that we've been there for an hour without being served, and politely asked if she could send a waiter to our table. 20 minutes later and nothing. Strike one.
Then I saw a waitress three tables over and once she was done with her table, I walked up to her and politely asked if she could call a waitress over to table 30. She said she would, yet another half an hour had passed and our waitress was still nowhere to be found. Strike two.
Around 12:20 am, I stopped the waitress who was walking away from the next table over and asked her if she was our waitress (she was) and if she could come to our table when she has a minute. She said she'd pick up her writing pad then she'll be right over. Five minutes later, she gets to our table and by this time, all 7 of us are sitting down.
"What do you guys need?" ......really? No "Hi everyone, my name is ___"? No "I'm so sorry about making you wait almost two hours for a server"? Oh...okay then. Strike 3.
We asked her what the cheesecake flavors of the night were (but you'd think that if a place is known for their cheesecake, there'd already be a list of them on the table) and after 2-3 minutes of consideration, our group decided to share three cheesecake slices: strawberry, blueberry, and coconut.
It didn't take long for the slices to be served, but they only brought over 4 forks and 4 knives. We kindly asked the food runner for 3 additional forks and for him to clear the many empty glasses on our table. He took as many glasses away as he could handle, but he never came back with the forks or to take the rest of the glasses away. Sigh, is Strike 4 a thing in any sport?
All three of our plates were empty for over 15 minutes and no one bothered to come by and check on us. By this time, I was extremely bothered by the lack of service so I walked over to the hostess stand and asked to speak with a manager. I explained to the hostess that it took almost 2 hours to be served, we never received our forks and our table was cluttered with glasses, and our waitress hasn't come over to check on us or give us the check so I'd really like to speak with a manager. All she said was, "I don't know where he is." I told her that if she could find him, I'd really appreciate it she could send him over to table 30.
The manager never came to our table, but our waitress walked over with the hostess that I complained to. "Hey, I heard you complained so I just wanted to say I'm sorry but someone called out today so I'm taking care of all these tables." Half of our table was able to see her face as she walked away, and as soon as she looked away, she rolled her eyes. Wow, so genuine. Then the hostess walked over to my boyfriend and told him to wear formal wear next time in accordance with their "Dress to Impress" dress code because he was wearing nice shorts. We sincerely apologized for not checking the website beforehand and she left. But why didn't they address this when we first got there? We could've easily gone elsewhere if that were the case. Plus we saw a woman in red pants and black combat boots and a man in ripped jeans on the dance floor. Did the hostess let them know about the dress code too or did she just call us out because I complained?
Maybe I wouldn't be as bothered by this if our waitress genuinely apologized for the delay the first time she came to our table. Maybe I wouldn't be as bothered by this if a manager came by to personally apologize for this unpleasant experience at the dance club/lounge. I don't know. Regardless, this was the worst customer service that I've ever received.
It's a real shame that I have to give this place a 1-star review because I thought their music and live band were great and their cheesecakes were honestly the best I've ever eaten, but when it all comes down to it, customer service is the lifeblood of any company and their service was just unacceptable. read more