Several years ago on Mom's Day we had a terrible customer service moment. I wrote the owner never to hear a word. Hadn't gone back since although walking distance from home.
Today thought what the heck we will go up, order and take home. This time not rude, but just disorganized, no thought on true customer service, & order was wrong. Clearly 1 employee was not happy (not at us). Food is ok & wish the order had been correct, but no point saying anything based on lack of response from owner previously. Popular place, but we don't have many like it close by. Customer centered competition would probably break this place. I'm a business owner as well & customer service is #1 even if you can't do something they want. Handle it with respect. Have a smile on your face (or get another job elsewhere). I think small business success is great, but really sad that after so many years nothing has changed! It starts with the owner.