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| - If you are thinking about going to this location, PLEASE RECONSIDER!
Normally I dont write reviews, good or bad, but felt that after my experience last night, I had to say something.
First off, me and my family, 5 people, went to this location to celebrate a family members promotion. Normally we have had ok experiences at Tony Roma's, but this ended up beyond bad. First, the waitress was very scatterbrained. Every time we would order a drink, beyond our first round, it took at least 10 minutes to get. My first drink (vodka cranberry) was watered down with soda water and tasted like water with an after taste of cranberry. She rarely came to check on the table and when she did, she was distracted.
It took almost an hour to receive our food. All 5 meals came out at best luke warm. My pulled pork sandwich was so cold that it felt like it had come out of the fridge and put on my plate. We then asked to speak to a manager. One manager came over, we told her the issue and she pretty much walked away. Then another manager came over and we told him the same thing and was met with very little sympathy and just an offer to remake our food. Thankfully, my 3mo old nephew was sleeping so we could afford to wait. 2 of my family decided to keep their meals (ribs) as they were at least luke warm and they didn't want to wait for new ones to be made. Only at that time did the manager say that he would take those 2 meals off the bill, but he seemed to make it VERY clear that the only reason why he was willing to do that was because they were willing to eat luke warm food and not get it remade. Replacements came out quickly and hot (you could tell that they were freshly remade) but still received very little sympathy from the manager. While we were waiting for our remade food, I asked the waitress for another drink. After 10 minutes of waiting for that drink (after we had already had to send back our food), I asked the manager to get me the drink as the waitress still hadn't brought it.
After everyone finished our meals, the bill was brought to us. The manager had removed the 2 meals as he stated but no discounts given to the rest of the meal. Also, this was 2 for 1 appetizers (we had ordered 3). All 3 were charged at regular price. When we went to discuss this with the manager, he argued with us for at least 5 minutes that only certain appetizers were 2 for 1 (their blackboard at the front did not mention this, only 2 for 1 and nothing was said to us by the waitress). After arguing with us and getting to the point that other people were starting to take notice in the restaurant, the manager finally agreed to give us a discount on them, but did it VERY begrudgingly.
The icing on the cake was that while cleaning off the plates, the waitress dropped a rib bone and several fries on the ground. She had full hands so didn't clean it up right then and there. However, 10 minutes later and with the waitress walking by it at least 3 more times, it was still on the ground. It wasn't until we pointed it out to the manager that it was cleaned up by him.
While we were upset about the cold food, what really, really upset all of us was that there was no sense of customer service by either our waitress or the manager even after we had complained.
We will NEVER return to this location again and I doubt I will ever go to or order from Tony Roma's in the future. Cold food is something we can deal with, complete and utter lack of customer service is NOT!!!!
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