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| - Wow. So disappointed right now with this place.
Since my original review, I've been going on a regular basis, pretty much weekly, and ordering the "Bear's Choice" with biscuits & gravy and the sausage links. It's become my staple, and up until tonight, I'd been pretty satisfied with it, and with this restaurant.
What happened? Well, for starters, there are three components to the plate -eggs, biscuits & gravy and sausage. I got biscuits that were either stale or overcooked, so that the outside was hard as a rock, with only some usable inside. Biscuits and gravy should not require a knife to be eaten, and certainly not need to be sawed apart! Secondly, and more importantly, the sausage links appeared unevenly cooked/heated, and upon touching them (and even tasting a bite) I confirmed they were in fact cold inside. Not big deal, right? Send it back right?
So I tell our server, Shelby, that hard biscuits and cold sausage is 2 out of 3 and that's no good. She apologizes and takes it back, and so begins our inordinate wait for the remade food. Eventually, after what seemed like way too long (as in at least 10 minutes), it finally comes back out. Shelby brings it, no sign of a manager this whole time, which I was put off by, and I take a look at the new plate. The biscuits are fine, but the sausage links are clearly burned to a crisp. I mean charred black, flaking off burned casing into a pile of ash on the plate. It actually stinks like burned food, especially once I use a fork to probe it and even more of it flakes off and disintegrates. Disgusting, absolutely disgusting. What's worse, I have the sneaking suspicion that it was deliberate, because someone in the kitchen got butt-hurt that I sent food back and said it was cold.
I flag the server down and show her. She apologizes profusely on taking a serious look at the sausage and realizing how horrifically it is burned. I'm sure she can smell it at this point too. When I tell her I suspect it was deliberate, and out of spite for sending it back as cold, she doesn't even disagree with me at all. She takes it back and says she'll remove it from the bill and notify a manager. The same manager we've seen neither hair nor hide of the entire time.
A short while later, she brings the bill. Says the manager is on the way. Waited a couple minutes, but figured "heck with it" and went up front to pay and leave. No manager up there either (surprise!) so we paid and were on our way.
I called to talk with the manager as soon as I got home. She informs me that the server, Shelby, must be a liar, because the manager was not notified either time our food went back and she was never coming to our table (good thing I didn't wait!). Furthermore, when I press for the name of the person that spitefully and deliberately ruined my food, she confers with her kitchen staff and then returns to tell me, "Nobody fessed up to it, but Joe is in charge back there," and furthermore, states that according to him it was cooked that way because I sent it back as cold. Yes, you read that right, she all but confirms my hypothesis that it was some deliberate, spiteful act by the kitchen staff. Unreal.
So there you have it. A manager out of touch with what is happening in the restaurant, a server (Shelby) that lies to customers and hides issues from her manager, and a kitchen staff run by someone (Joe) that thinks it's perfectly okay to spitefully burn someone's food when they have the apparent gall to send it back for being cold to the touch.
I'm planning to reach out to the head office first thing tomorrow morning to pass along my feedback, since I doubt very much that management at this restaurant is going to do anything about it. I'm also going to get in touch with the franchise owner for this location and speak to him personally regarding our experience. I have no tolerance for people that deliberately ruin my meal to teach me a lesson about sending their food back.
In a nutshell, stay away from this place or at the very least, make sure you never send anything back because the head chef (Joe) can't handle criticism without lashing out and burning your food deliberately, all while hiding in the kitchen. Shameful.
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