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| - Let me preface the following review by saying that if I didn't absolutely have a terrible experience, I wouldn't have said anything. This review is also concerning their window ONLY. I really wanted to go to their restaurant the next time we go to New York, but if this window is a representation of Serendipity 3's brand and values, I am NEVER eating their food again.
Our experience at the window was THAT bad!
We were only in Las Vegas for one day and wanted to do all the fun stuff instead of gambling. I had always wanted to go to Serendipity 3 but we just never got around to it during other trips so we decided to try it. I was really, REALLY excited about the frozen hot chocolate because I had heard about it so many times from people like Whoopie Goldberg, Jessica Simpson and of course from the movie Serendipity.
Here is my warning to you, head it if you will: DO NOT ORDER FROM THE WINDOW IF YOU WANT TO GET A GOOD EXPERIENCE!! I say this after an hour of waiting in their line for below average food. There was a long wait for the restaurant so silly us thought the window would be faster. We stood in that line for an HOUR and then once we ordered our food, it took us 20 minutes to actually get a very simple order, which was a chili cheese hot dog, fries and 2 frozen hot chocolates. Apparently, there was only 2 people working the window for a line of about 50 people. One girl, who I actually need to commend for keeping her cool. She was very nice and it didn't seem like the pressure was stressing her out. The cook on the other hand, was a complete jerk. It seemed like he was just hanging out back there, not concerned about the line or even caring that people get their food in a timely manner. He even took off for 20 minutes which is why it took our food so long to actually get to us. When he came back, he took a sip of his drink and ate some chili, COMPLETELY unconcerned that he had a job to do and maybe needed to do it quite urgently. Perhaps these are the wrong employees to be working this window. I suggest getting maybe 4 people who have a deep sense of urgency. These two lackluster employees are not going to cut it. I could hear people crumbling behind us about how long the wait was and why were simple orders taking so long. I felt inclined to get out of the line a few times and didn't because of what I thought I was getting, which was SUPPOSED to be an amazing meal and the rumored delicious frozen hot chocolate.
This did not happen. The food arrived to us cold. This is because nothing is fresh in this poor excuse for a kitchen. Everything is just sitting there. The chili was cold (and too sweet by the way,) the cheese was half frozen and not melted, which means the chili wasn't hot enough to melt the cheese, the wiener was overcooked but cold on the inside and the bun wasn't toasted, the fries were soggy and cold, and the frozen hot chocolates, ohhh.....
The frozen hot chocolates were a HUGE disappointment! The drink itself was pre-made and had been sitting on the counters the whole time we were in line because I could see inside the window. The whipped cream was good and I guess the drink tasted ok but it was warm because it had been sitting there and it was melted. The actual idea of the "frozen hot chocolate" is just ridiculous. It's basically a glorified shake. I THOUGHT it was hot chocolate with a scoop of ice cream in it! THAT would have been MUCH better! Instead, I got a watered down shake I could have gotten at Baskin Robbins. I don't really like Baskin Robbins but in this case, it would have been WAY better than what we were served. It would have been fresh too.
The prices are also really outrageous. $12 for a glorified shake?!?! After an hour and 20 minutes, we were able to sit down. The food was completely inedible. My husband, who normally keeps his cool and tells me to let things go, was outraged. This coming from a guy who will eat ANYTHING! We discussed how we would handle this and the possible ramifications and decided that we NEEDED to say something.
I went to the restaurant and asked for the manager and saw that the inside of the restaurant was WAY better than the window. It was like a completely different restaurant. The manager came out and was really helpful. I told her of our experience and dissatisfaction and let her know that I normally wouldn't ask for a refund because it's more about letting them know so they can improve but our experience was so negative that I was demanding a refund at this point. She was very nice and said she completely agreed and rushed to get me a refund. That made the situation slightly better and I appreciate that there are at least people in the main restaurant that know what good customer service is.
I am really sad that this experience has tainted my want to try this restaurant again. Even if I go to New York. Stay away from the window in Las Vegas and I am sure that their food is actually good.
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