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  • Explanation: 1 star = overall experience ruined. We were a group of 6. The perfect review opportunity. Unfortunately, one main course was not edible, so it was sent back. Not a big deal, it happens all the time... BUT... O'Thym doesn't have a Manager on the floor, so the issue was handled very clumsily. First, a free replacement was offered... then they wanted to fully charge... and finally, no charge was the best they could do- back and forth they went... and meanwhile, I have guests to entertain. During all of this, the original plate was re-presented cold and was disected to try to convince us it was ok... another poor mistake. One of our guests had eaten there before. She came for her bachelorette (8 people) and explained to us that her whole group was kicked out, so that O'Thym could turnover the table. Not a nice memory... so, this was the 2nd service gaffe in two visits for her. Here's the problem: If you have an issue, the only person to help you is a glorified waiter who has no authority to take care of the matter at hand- sadly, that's the best scenario. The Owner/Chef, stays in the kitchen, as he works hard to produce plates- so don't expect him to come out to help you- he will simply use his waiters as messengers. The result is that "we", as customers, suffer. O'Thym has proven to be too risky to bring groups when you consider you're paying top dollar for a BYOW that can be hit or miss on customer service. When there is so many things that could go wrong, especially with groups, this is not a risk I am willing to take again. In these cases, it doesn't matter how good the food is, when a bad experience can quickly smack the good flavour out of your mouth and eliminate your appetite. Main thing: don't expect the service standards of a top downtown restaurant when you dine here and avoid for special occasions.
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