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  • I had a bad experience at this restaurant on 2/25/14. Bad manager, bad server and bad kitchen. This restaurant won't take orders to go over the phone, so I went in person to place my order. I had choices of sides that did not include a baked potato, so I had to pay extra for a baked potato. After I paid for my order, including a tip, I never saw my waitress Janett again. My order was handed to me by a guy. When I got home, exhausted and starving, ready to have my dinner, the baked potato was missing. I immediately called the restaurant and a guy at the bar responded. I had to call twice because the first time I was left on hold and nobody answered. When Janett finally came to the phone, I told her that my order was missing the baked potato and she apologized and asked me to go back to the restaurant to get it. Easy to say right? I let her know of the great inconvenience she had created. The worst part was the way in which they handled my justified complaint. The manager told the waitress that "next time" they will give me a free baked potato. Really? Is that their best way to compensate a customer that had to drive back to the restaurant because the waitress was an incompetent that failed to check my order? Next time? I am not a regular customer at this restaurant. Do they know where I live? What make them believe that there will be a next time? I didn't place an order from a fast food restaurant. This is a well established restaurant and they should know better. I don't care for freebies due to mistakes of this sort. No freebie can compensate for the aggravation caused by a wrong order and having to drive back to the restaurant. But it helps to deal with the frustration when you see a manager who shows a genuine concern and try to do something to keep a customer happy. This old restaurant is located in an upscale community. Where is the class? Village Pub in Summerlin failed in service and customer relations. The manager, the waitress and the kitchen were a fail. No, there won't be a next time.
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