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| - Time for an update from 3-star to 1-star. So what happened? Well, on my last visit, they dropped the ball enough times that I couldn't believe it. For starters, our server shows up after a several minutes of my wife and I starring into space, then asks us, "How long have you guys been here? Has it been long? I didn't see anyone over here."
Excuse me? This is how you introduce yourself to customers, by telling them you're a clueless idiot that has no idea how long they've been sitting there? Wow.
So we order our food and, never getting any chip refills (although the server happily took our empty basket and didn't bother asking if we wanted more), we finally get our food. Surprise surprise, my wife's Luna Burger, requested to be cooked "well done" shows up as pink throughout and literally dripping in grease, to the point where it was borderline inedible. Worse yet, the fries that came with it were nasty. Think shoe leather, soaked in grease but not fried long enough to be crisp. Absolutely revolting. To add insult to injury, the tomato slice included with the burger was over half an inch thick. Twice as thick as the burger itself? Really??? Come on.
Since the server never returned, I lost my patience and went around looking for her. I find her out front by the reception area, nowhere near our section. I tell her I was wondering if she was ever coming back, since we had a food problem at our table. "Oh, I was coming back, I was just ..." yeah, whatever. I don't want to hear your excuses. What I wanted to hear was an apology, but that was not forthcoming, because naturally it's not the server's fault that she's vanished, right? Lame.
Server asks my wife if she wants a new burger, to which she responds no. She instead asks if she can just have the chicken salad, that's pretty simple and hard to screw up and she was no longer in the mood for still-mooing hamburger. Instructed the server, "No cheese on the salad (Parmesan), no dressing," and she writes both down before scurrying off. Says not to worry about the dressing, it's always on the side anyway, but she'll tell them no dressing. Returns shortly after to say the salad will be out soon, and the manger (who had not the stones to come to the table personally) was very sorry for the dog food they tried to serve my wife. Real classy when you send the server to apologize for you.
Fast forward about 10 minutes. Another manager shows up, salad in hand. Puts it down in front of my wife, who, flabbergasted, points out that not only is there cheese all over it, but it is slathered in dressing. What part of NO didn't they understand? This is where it gets brilliant. The manager blames the server, saying she keyed it in wrong and was confused with another salad where the dressing typically comes on the side. She takes it back to make another one. The server shows up and, true to form, blames someone else, namely the manager! "My manager just didn't pay attention to the ticket and didn't notice the no cheese, no dressing," she tells us. OK, as long as you folks can get your story straight.
All the while, I have barely touched my food, wanting my wife to get something edible first. Nobody, not one person, asked if they should bring me something new since my food had been sitting idle for almost 30 minutes by the time this fiasco had run its course. The server did ask me how I liked the spinach enchillada though, which was funny since I hadn't taken a single bite of it and obviously had no way of knowing what it tasted like. Apparently an IQ test is not part of the hiring process at this place.
Finally, my wife gets her replacement salad. The manager, who said she'd comp our entire meal for this fiasco (though I said she didn't need to) did not keep her word either. I was charged basically fully price for my cold-by-the-time-I-ate-it food and my wife's salad. They comped off the burger and the 1st salad (how generous, since they botched both and we didn't eat them), but left on my food and the constantly-run-dry drinks that weren't refilled adequately the entire night.
The server tried to give me back my coupon, saying I could re-use it the next time. I gave it back to her and told her to keep it, we weren't going back. I reminded her that we'd been going to this location for upwards of 7 years and this was by far the worst service and worst food we've ever gotten in all that time. Her response, "Meh, okay," basically, and then off she went after leaving our change. I did not feel bad at ALL about leaving her a $.01 tip and calling back later to vent my frustrations on the manager.
This is the best part. The manager, Craig, tells me that the server, Rosemary, is apparently a "problematic server" and he's aware of the issue. Why in God's name is she still working there then? I asked how many more customers he has to lose, and he said he was going to ask her that. I told him he can add 2 more to the list, as my wife and I are done with them. Absolutely unreal
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