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| - This was about my fifth time eating at Regrub (at my daughter's request), and it will be my last. Each time, the experience has been worse than the one before, which makes me wonder why I go back. The problems with this place begin the moment you walk in the door.
For those unfamiliar with the way that the process works, customers line up down length of the restaurant, order, and are then seated with a number. Employees explained this procedure in the past, but it seems that practice has now been abandoned, resulting in a mish-mash of customers that understand this and those that do not. There are individual tables on the sides and a less-desirable community table in the middle. Occasionally, a customer that understands the crummy layout will ignore the system and toss belongings at one of the individual tables before getting into line. This happened last night. We were seated at the community table at specific stools, then asked to move down shoulder-to-shoulder with other customers to make room for incoming customers. This practice of lining up customers as an afterthought at a community tavl to eat like pigs at a trough needs to stop.
They were severely under-staffed with a total of three employees working, including the cook. Anyone can see that this place cannot function with only three employees. The staff at the front were frantically trying to juggle managing the line, milkshake-making, seating customers, dealing with complaints, helping in the kitchen, and delivering food to the tables.
My daughter's burger was delivered a full 20 minutes before mine. The gentleman beside us at the community table, who arrived after us, received his burger before I got mine while his family of 5 had to watch him eat this meal alone. In the meantime, his young children were starving and couldn't understand why their food hadn't come out with their dad's. A second burger was delivered to us, and it was the same one that my daughter had already eaten. My burger finally came out with a cold, too small, soggy bottom bun (typical for Regrub). In an effort to make up for the ridiculous wait, the server brought out an upgraded size of fries. This would have been appreciated, but they were the wrong fries (we had ordered the asiago truffle ones).
In observing the lone cook in the kitchen, he obviously had no idea how to manage it. This is no wonder because it is not a one-cook kitchen. My daughter has worked in an extremely busy food truck kitchen and she couldn't believe his total lack of a functional system. He had no sense of urgency whatsoever and clearly had no ability to assemble orders in any kind of organized fashion. If you're that behind on your burgers, at least get out the low-prep-time food (like fries) to get something in your hungry customers' stomachs.
This is easily the worst dining experience I've ever had in 20 years living in the Calgary area.
Potential customers: Read the negative reviews because they are an accurate representation of the overall Regrub experience. Forget the hype. This place does not deserve your money.
Management: Read the negative reviews and use them as an opportunity to improve. Quit setting up your employees for failure by under-staffing the restaurant and leaving your front-facing staff holding the bag when the equally under-staffed kitchen fails them. Give everyone a well-defined role and have them stick to it instead of having them run around overwhelmed and not knowing what to do next. Get it together or you won't be flipping burgers for much longer.
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