| rev:text
| - We first moved to the Valley a little over a year ago and stumbled upon Lush Burger one day. The food was REALLY good and we enjoyed the atmosphere. We went back a few times over the year and found each time pretty good.
Then, life got busy and we didn't go back again until the other night. We were so excited to go back to Lush Burger because of our prior experiences and we were happy to see that it wasn't terribly busy when we arrived.
We were quickly seated and not given a menu. Figured that was ok...we would get one soon. We waited 15 minutes and after finally flagging our server down (we tried to get others attention, but were told they would get our server), we weren't even greeted. We were asked "Do you know what you want?" Ummmm...we didn't even have menus, so not really. We asked for menus and drinks and she returned 10 minutes later with the menus. Drinks came later.
Again, we just wrote it off as maybe she had a busy section. She returned a few minutes later and took our order. We ordered apps and entrees at the same time and asked for the apps to come out first.
We waited...and waited...and waited...40 minutes passed and finally a side salad that I had ordered instead of potatoes came out. 15 minutes later, our apps came out. Within 5 minutes of the apps coming out, our food came out and sadly, it was cold. Our glasses sat empty for over 45 minutes and when we tried to ask others for refills, we were told they would tell our server. I am not sure the message ever made it to her.
Needless to say, it was not a pleasant experience, especially from a favorite restaurant that was not very busy.
My husband quietly spoke with the manager about the situation so as not to draw too much attention. She apologized and comped a portion of our meal which we appreciated. But what I found most concerning was she asked me to give a good review on Yelp. I found that request shocking. Additionally, as she was coming out to bring us our revised check, she stopped to watch the World Series. I understand it is the World Series and yes, we enjoy watching the game too, but as a customer who just brought to your attention the sad state of service, we would expect to be a priority.
Overall, it was a bad experience...one I hope to not repeat. Lush Burger had quality food and good service. I am not sure what has happened, but I hope our most recent experience is just an aberration rather than a new standard. For that reason, I give the restaurant 3 stars instead of 2 stars. If we return (and that's a BIG "if"), I hope to increase their rating. Fingers crossed.
As a recommendation to the restaurant:
- Don't overburden your servers.
- Have someone circle for beverage refills.
- Communicate. Communicate. Communicate. If the kitchen is backed up, let the customer know. Don't just disappear. Customers understand when you keep them informed.
- If a customer raises a concern, don't make a joke of it.
- Focus on the customer. Check on your customers.
- Don't ask your customers to write a good review on Yelp after a negative experience just because you comped part of the meal.
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