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| - My name is Ro, and I am writing this review on my husband's account because he has a Yelp account and we went to Sergios together last night.
I have been a customer of Sergios for almost nine years. In that time I have always received excellent service and excellent quality in the food. Last night, however, things were very different. Yesterday was my step daughter's 15th birthday. My husband, his ex-wife and myself always take her out to eat a special dinner on her birthday. This year she wanted to try something different and go to Sergios. We had a reservation for 5pm and when we were seated, the staff started to struggle almost immediately. We were greeted by Francisco who took our drink orders and read us the specials. As soon as Francisco left, another staff member came to ask us for our drinks, we told him we had already been asked for our beverage orders by someone else. That staff member left, and a third staff member, Herb came and asked for our drink orders again. Then we tried to browse the menu. Our two teenage daughters have never been to an Italian place that had so many non-English words on the menu before, so I was taking my time explaining everything they were asking about. The staff seemed to dislike this, as Herb, Francisco and the third staff member all came by multiple times to inform us over and over again of the specials and to try and up-sell our choices. When we did eventually order, A woman arrived with a small child who immediately began to throw a tantrum. The child was screaming and running around the dining room, at one time even climbing in and under the curtains on the window, while the mother did nothing but play on her phone and the staff did nothing about this. The child continued to run and scream for the duration of our meal while the staff continued to pretend it wasn't happening.
At one point, my husband's ex-wife asked if she could have a straw for her water, Herb jokingly reach into our daughters Shirley Temple, removed her straw and offered it to her mother "Here's a straw you can have right here". This was both rude and unsanitary.
It took a very long time for our food to come out and when it did, it did not come out all together. The waiter, Herb, came out from the kitchen and asked us our orders all over again, and then said it would be a few more minutes. Shortly thereafter, he brought out three of our meals and said the rest would be out momentarily. We did the polite thing which is to not eat and to wait until everyone at the table has been served. It was over 20 minutes before the other two people at our table were served. In that time the food on the table had gotten cold. Ordinarily, this is the precise moment when I would ask to speak to a manager, but these were special circumstances. Our daughter was having her birthday dinner and we didn't want any confrontation to become a permanent memory on her special day. So we continued with our meal. When it came time to get the check, we were brought a check for just under $100. My husband's ex-wife had a discount coupon that was good for $15 off of our meal. We gave Herb the coupon and $100 bill to cover the check. Herb takes our check and the money and disappears, reappearing moments later with a new check for over $140 dollars, saying to my husband "I bet you didn't even notice that wasn't the right check before, this is the right check and I will take the discount off of this". We were outraged by this, of course, but again, it was our daughter's birthday and she was more important than our desire to make a scene. It seems wrong to me, to give us one check, and then when we present a coupon, bring us another check for almost 50% more than the first check, Even if it was a genuine mistake on their part, it could have been communicated without condescending to my husband in front of his daughter on her birthday.
I am very disappointed in the service we received. Half way through our time there it really felt like the staff just sort of gave up. I literally live right across the street from the restaurant, I can see their sign from my balcony, and yet I just cannot see us ever going back there after what happened last night.
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