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| - If you had asked me yesterday how I would rate The Herb Box I would have said - 5 stars, period. I have been to both the North Scottsdale and Old Town locations multiple times. The food has never been anything short of perfection. You can, therefore, imagine my excitement when I drove down my block and saw the sign on the corner saying a new location was going in literally a minute from my house.
I made plans with my sister and a couple of girlfriends to meet for a late lunch today. When we arrived the place was hopping but not overwhelmingly so. Our friend had already scored a table and a cocktail. We sat down and waited for someone to take our drink order...that took about twenty minutes and probably another ten before she took our food order. We chit chatted and opened gifts (we were celebrating two birthdays) and our food simply never came.
I stopped someone and asked if they could check on our order. They said yes. We noticed that the people around us had ordered, gotten their food, eaten their food, and even received their checks and we had not even had our drinks refilled. The woman I asked to check on our order didn't return but our waitress did. She gave us an offhanded sorry and did not even offer to refill our drinks.
Another woman came and said that our food would be out in two minutes (it wasn't). I asked to speak to a manager - she said she was one of the managers. When I complained to her that we had literally ordered 45 minutes ago and that noone had even offered to refill our drinks she gave me a quizzical look and then said, "Do you want refills?" Um, Hello!!! What do you think??? She then said that she would get someone to refill them and that that round was on the house....uh thanks?
Another 10 or so minutes went by and still nothing...no drink refills, no food. A blonde man who may have been a server, not sure, came over and asked if we were o.k. We flat out told him no and explained what was going on and that we were honestly about to leave. He apologized and said he'd figure it out and get us our drinks. Soon after another young man refilled our waters and apologized and asked if we were having issues with our server - we told him yes, and that she had basically disappeared.
Finally another 10 or so minutes later the food arrived. The good news is ... it was delicious. Hence the 3 stars. It was all incredible. As we were eating the woman manager came over and said she had looked at the time our ticket was put in and that because we waited so long she would comp our meal...apparently my telling her how long we had been waiting had not convinced her. Later another manager stopped by and said the same thing...at that point we were happily eating and just thanked him.
I get the chaos of a new restaurant opening but the way the situation was handled by our server and the woman manager was terrible. I was appreciative of their comping the bill and will of course be back because I find their food totally delicious and addicting but I will probably stick to take out for the time being until they get the kinks worked out of their service.
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