| rev:text
| - I am shocked by the lack of professionalism from the staff here.
I made reservations yesterday at 8pm and they were nice enough to find us a table even though they were practically booked for the night.
We arrived 20 minutes early and were seated right away. We took our time to look at the menu and placed our order at about 8:00-8:10pm. I ordered a seasonal special hot pot and a few rounds of sake bombs. The waiters were energetic and created a fun dynamic vibe. Our waitress even partook in two rounds of sake with us. It was all good up until the point my friend never received his food (literally an hour later). He ordered a Japanese shrimp pancake.
We were told only an hour later that the dish takes time to prepare. However, that doesn't justify the long delay AT ALL. It's not as if we were ordering steak. Even then, a plate of steak shouldn't arrive to your table an hour later.
Being a perfectly normal human being, I understand that we can all make mistakes. But what I do expect is a sense of hospitality.
We were four people in total. All 3 of us finished our food and my friend who still hadn't received his plate lost his appetite before he can even eat. The wait staff didn't seem to understand that the importance of a restaurant isn't just a matter of receiving your food at the end of the day; it's the entire experience that counts which also includes timing. I also felt there was a lack of empathy and understanding coming from the waitress and the assistant manager.
When we simply explained "Hey, food is taking more than an hour and I'm losing my appetite", the waitress replied with a blunt "But your food is already ready".
Okay, first of all... if it was ready, why aren't you bringing it to the table? Second, try to be a bit more empathetic. I wouldn't be happy if I was starving for an hour while watching my friends eat. They really seemed stingy. They were reluctant to fix the situation and expected us to be satisfied with an hour late meal. They didn't try to fix the situation at all. We had to argue until they can actually "offer" a free round of sake bombs. At certain point, they actually said "What do you want me to do?"
We ended up cancelling the plate. Funny yet, the assistant manager forgot to cancel the plate because that damn shrimp pancake was still on the bill. Come on guys. I know it's stressful to handle upset customers, but you'll go a long way by being more generous with your resolutions and being more empathetic with their lack of satisfaction.
Long story short or a piece of advice, retrain your assistant manager and wait staff properly or hire competent service-oriented people.
If you need an idea of a good service, go to Burgundy Lion. I've never been so impressed. It's bustling and busy there, but damn I felt really prioritized even over the smallest thing. The manager checks up on you every other while and the wait staff is always present (very knowledgeable on top of that). I complained about a cold dessert dish and the manager had no hesitation to come and see me with a smile and great sense of humour + a genuine care for my satisfaction. He fixed my problem right away. Please take this as an example if you'd like to improve your service.
It's a shame because I thought it was a cool place. I even wanted to come back and try different dishes but it looks like that won't be happening in a while.
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