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  • Very long time customer who spent $400 to 500 per month at CK's plus many many recommendations to others. Probably one of CK's biggest advocates. Wife ordered a basket of popcorn. At end of night, when the check was presented ($60) we were charged $1 for the popcorn. This had never happened before? I ask a couple of experienced servers and was told it is discretionary depending on the check total. Both servers looked at my check (again $60) and said no, you should not have been charged, stating the rule of thumb is any check over $30 and popcorn is typically comped. I asked to speak to the manager (Chris) who tells me that CK's has been charging for popcorn the last 3 years. Huh, news to me. But didn't want him to argue with me, since he arrived at our table looking mad/aggressive and ready to go. Was completely unaware of the popcorn charge, but I did notice an across the menu price increases of ~12% about a week earlier however. Long story short, Chris decided to play hard ball and refused to remove the $1 popcorn from my check, because he didn't like the way I "Came at Him". What does that mean?? Is that the way CK's trains their "Managers" to address a customer and talk with them or in my case "to" them? Don't know what "Come At Me" means, but I was polite and seated during the entire conversation. A matter of fact, My wife and I kindly relocated from our previous booth seat to a high top in the bar so Kendra could accommodate a large party at our original spot. By any definition, this incident was a colossal customer service 101 failure. Really? Apologize and comp a 10 cent basket of popcorn and retain a high value, $500/month previously loyal customer versus be a jerk to the customer and his wife and make it so they never return. Hope Chris the "Manager " thinks he won? Most would have comped an inconsequential basket of popcorn rather than lose a family that has spent thousands of dollars at their business. Short sided and demeaning service that disrespects an original patron to the business.
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