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| - We arrived around 4pm on Friday, 2/10/17, sat at the bar and were immediately greeted by a friendly bartender named Shelby. My partner and I ordered appetizers from the Happy Hour menu; pot stickers, lettuce wraps, egg rolls, chicken satay, and cauliflower tempura. To drink, I had an ice tea and my partner ordered a sangria.
All 5 appetizers arrived within 7 minutes of ordering, lightening fast service. The pot stickers, egg rolls and lettuce wraps were great, as expected. The chicken satay disappointed in that it had an extreme lemon flavor that was very distracting and the peanut sauce was not what I remembered and did not have that traditional "peanut-y" flavor.
The cauliflower tempura however was the star! Lightly battered and perfectly spicy, it was truly an epicurean delight! This appetizer is in my top 5 of all time. WTG P.F. Chang's!
Then this happened...
While eating, a man sat down at the bar, a few stools away from us and I immediately knew he was a problem by the things he was saying to the bartenders. He did not prove me wrong, within 2 or 3 minutes, he got up, approached me, and began asking questions and making statements, all of which were completely inappropriate. After asking him nicely to leave me alone at least 4 times, I started raising my voice at which point he finally started to back away and returned to his seat. This was not without him continually making inappropriate comments and using expletives. I repeatedly and loudly told him to stop talking to me which eventually caught the attention of a manager who approached him. I said nothing after the manager arrived, thinking he would eliminate the problem immediately. Instead, the manager entertained the psychotic rant right there at the bar while the insults continued flying in my direction from this individual that I've never before seen. After what felt like an eternity (a good 5 minutes), he was finally escorted outside where the manager continued entertaining this craziness right in front of the main entrance. While this was going on, all of the servers and bartenders apologized profusely and made sure we were ok.
When the manager finished his "conversation", he came to me and asked if I was alright, going on to say that it took him a few minutes to realize this man had problems. A few minutes? The insults and inappropriate comments as he approached the bar weren't enough of a clue? Knowing the manager has no control over the words and actions of other people this was not his fault. That being said, he did allow the situation to continue for far too long at the detriment of us enjoying not only our food, but the atmosphere too. The manager never even apologized for my dining experience being, at minimum, interrupted. He joked about the close proximity to the Las Vegas strip and the unsavory characters that attracts; this was a poor attempt to make light of the situation.
The bartenders and kitchen staff offered superb service and created delicious food. Management, on the other hand, not only failed to defuse a bad situation in a timely manner, but allowed it to perpetuate before finally acting on it appropriately; all without so much as an apology. This ruined an otherwise great time. I am giving this encounter with P.F. Chang's 3 stars by averaging food score (5 stars) with overall tone/atmosphere (1).
These events will not deter me from returning, I very much love P.F. Chang's. However, being a seasoned customer service manager myself, the lack of strong leadership skills, humility, and possessing the empathy necessary to be a leader was disappointing.
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