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| - One of my most horrible experiences due to a lack of customer focused service. The food did not live up to the hype and was pretty ordinary in quality and taste. Our visit was on Friday, December 22, 2017 at about 6:30 - 7:00pm.
After a hard year's work, my wife, son and I decided to have a nice meal out. The Restaurant was recommended by few friends and so we decided to come here. Big mistake! The food quality was nothing to rave about but was not bad either. The price was reasonable.
The service is criminal. First, my wife's meal came before us and for 15mins after that we were waiting for our meal. She waited for us so we had to send it back to be heated and to be brought back with rest of the meals. Next, throughout our meal the 4 staff by the kitchen was having a conversation as loud as ever which I consider to be very rude when guests are present. The final blow was that the so called Paramount bread did not come and had to reminded the server half way through the meal. It ultimately arrived when we were done with our meal. There was no concept of service excellence ever present throughout our visit. Sorry, I was not motivated to leave a tip as the server himself did not know what was going on. He looked lost about his role as a server. I have been a server myself for a long time and we were trained and reinforced to give even greater attention if a guest was inconvenienced, so that nothing else goes wrong.
The most humorous part of the day is when I asked the server for the name of the manager he said "Manager is Rohil" and a person was called. I asked if he was Rohit and he sarcastically corrected the "t" to an "l" in the name and said "he is not here today and I am the Assistant Manager." So, I brought our experience to the notice of this gentleman who identified himself as the Assistant Manager (dark blonde shabby hair and he wore a black frame pair of glasses). This gentleman did not allow me to finish what I had to say and stated "I know sir, I have eyes too. I saw that one meal came early and your bread came late. BUT, listen our kitchen is organized in sections....." and started to explain about the kitchen set-up to defend why one meal came early. When I tried to explained that we were there as a family, he interrupted and said "listen, listen, listen to me sir." When I replied back with "first listen to your guest"; his response was "first listen to me sir." These two statements by both parties were exchanged a quite a few times and the Assistant Manager was persistent in getting the last word in. I was confused for a while whether to laugh or be appalled by his lack of customer care. My family and myself were certainly appalled and just walked away as it was clear he was not going to be empathetic or listen. The humour did not stop there, he followed us out of the restaurant trying to defend the kitchen set up.
I attribute this bad experience to a total lack of a service excellence culture, and the actual manager not being on site.
This is one restaurant that I will never recommend or visit again. We are forced to give '1 Star' and if I had the choice, I will give no stars but just this review.
Get your act together Paramount!!
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