I received a letter from a manager, Krishia, who was very kind and understanding about the situation. She offered me and my friend a chance to return and give the restaurant another try on the house.
My friend and I finally were able to go a few days ago and it was definitely a much better experience. Our server, Alisa (?) was friendly and warm and really seemed to care about customer experience. She even advised when I asked that the dish I was asking about wasn't one of her favourites and made some solid suggestions for alternate choices.
The manager who wrote the letter also appeared at our table and we were able to chat face-to-face, and I appreciated that a lot, too.
All in all, I think I would return to this restaurant again given management's desire to provide training to its staff, and for being generous with us as potential customers.
Also -- a tip -- there's this "Gimme Grilled Cheese" dish that is grilled cheese with bacon and mushrooms and.. oh man. It's REALLY good.