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| - As a seafood establishment that handles raw food daily, is it not a problem if you cannot even keep an ice cream cake moderately frozen for less than 2 hours????????????????????
********WORST SERVICE EXPERIENCE***********My friends and I had the most memorable experience here at Diana Seafood Bar and Grill - Markham location at Woodbine Ave. The food was alright; the environment was ok but the management service here was at the lowest level possible - TERRIBLE. I have worked at a restaurant and I've also worked at many places that requires customer services. Customers may not be always right but as an employee who works as a customer service, WE REPRESENT THE PLACE, THE MANAGEMENT AND THE BRAND WE WORK FOR. So raising your voice to a customer is a definite NO, CANNOT EVER DO.
We decided to try this place to celebrate my birthday on July 10th 2016, reservation at 7:30 p.m. my friends were kind enough to buy me a custom birthday ice cream cake from Baskin Robbins and SPECIFICALLY told the host that it was an ice cream cake and MUST be stored in the FREEZER. Unfortunately, after 2 hours of enjoying ourselves with good chat, wine and food, at around 9:30 p.m. after we finish, the server who brought out the cake did not sing a birthday song like they do for birthday occasions or even say "HAPPY BIRTHDAY" at all. Instead they drop off the cake and immediately dash out of sight. We saw the cake and was a little concern so we ask the host if we could speak to a manager on duty. The manager came, Asian, male, mid 30s or even 40s (who knows, Asians have good genes) started off very defensively and starting defending himself and his staff that the cake was for sure in the freezer and that his freezer is perfectly cold and it was OUR FAULT for bringing a melting Baskin Robbin cake. Or that the cake melted on the way to their restaurant.
FIRST of all, we have not spoken a word upon Daniel's arrival or even mention about anything to the host about why we wanted to speak to a manager. SECONDLY, we didn't even get a chance to SPEAK and the manager, Daniel Ho has already started explaining to us in the rudest and defensive approach ever that his staff and himself had nothing to do with the cake. He said "Why do I need to apologize, I didn't do anything wrong" and raised his voice during the communication and made a very uncomfortable and interesting scene for us and the other customers there; not that he really cares.
This was supposed to be a happy occasion to celebrate but what ended the night was realizing that there are still people with management authority that does not value customer service. I'm not seeking for anything from this I purely just wanted to share my experience to other people and it's up to you to judge. I also want to apologize to the server who served us, he was great and kind and even apologize that this had happened when we gave him the tip directly; only he deserved it. I am apologizing because during our conversation with our server after the incident, the manager, Daniel Ho saw, and immediately pull the server away from us, brought him to the back of the restaurant where the oyster bar was and gave him a very hard time, talking to him while pointing fingers at our table.
I understand that the Manager, Daniel Ho wanted to protect his restaurant and staff and didn't want to give us any discounts or compensation, just to be clear we were not looking for that nor did we needed that. Why would I even spend time writing a long review, I really don't have time to bad mouth a place because of a melting ice cream cake. Either way, Diana seafood should do a checkup at their Markham location's freezer because like I've be questioning, as a seafood establishment that handles raw food daily, is it not a problem if you cannot even keep an ice cream cake moderately frozen for less than 2 hours?
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