| rev:text
| - I am shocked and disappointed by how I was treated here. This was my first time here. This will be my last. The General Manager, Michael Pierotti, mocked my friend and I and accused us of lying about our experience - an experience in which we ordered a dessert, paid for it in advance, and did not receive it.
My friend and I were attending an event at the AMC theatre on a Wednesday evening. We were supposed to be at the event by 6:30. We arrived early and decided to grab a quick bite. So at 5:40p, we stopped by Double Helix for the first time and sat on the patio. We ordered 3 tapas to share. Between 5:45 and 6:05, the food came out pretty quickly, about 5 minutes apart. So at 6:10, we figured we had time to order dessert, the beignets. I asked a male server if the dessert would come out quickly since we had to go soon, and he said yes. So we ordered it. 6:10 is also the last time we were able to get any service or easily get a server's attention.
Between 6:10 and 6:35, the next 25 minutes, no one asked if we needed anything. I had to flag the male server and our original female server a couple times to ask about the dessert. My friend paid ahead of time so we could eat and leave quickly. We paid for our meal about 10 min before we were to leave.
Finally, at 6:30 and no dessert in sight, we got up and stood inside waiting for our server to reappear. We told her we had to leave but we would return for the dessert after the event. She confirmed that with the manager and then we left. When the event concluded, we returned to the Double Helix around 9:30. About 6 min later, we received our dessert, brought to us by the GM (I didn't know who he was at the time. He never introduced himself). As he set down the plate, he said, "Thank you for coming back," with a definite attitude.
We were caught off guard by the tone since a.) we had already paid for this so of course we would come back, and b.) we expected more of an apology for the inconvenience.
We ate and again for about 20 min, no one came by to see if we wanted anything else. All we had was water and our already-purchased dessert. We weren't even provided menus. When the server finally came by, I asked if there was anything they could offer because of the inconvenience. Then the GM returned. He asked how our beignets were and we responded that they were good. Then my friend asked, "Do you know what happened?" The GM responded to the effect of "you put in a rush order and then decided to go" indicating this was our fault. My friend said, "Well it wasn't a rush order which is why we thought it odd you just thanked us for coming back."
Then the GM responded, "Yes, I was thanking you for enabling my staff to enjoy some free delicious beignets." He went on to say that we chose to leave behind the beignets which were ready to go out. In a sarcastic and mocking tone. We were stunned.
I went on to explain to him the situation: a.) that we ordered the dessert with time to spare and were assured twice by the male server that we would receive it quickly, b.) 25 minutes passed and it never arrived, c.) we had no service during that time and had to seek out and flag servers to get updates and info, and d.) we had to go, and since we had already paid, we came back.
He immediately went on the defensive. No apology. He started with an explanation of how busy it was during happy hour. I certainly understand that. That doesn't mean you ignore patrons for the duration of their stay. Happy hour ends at 7:30. It was 6:10 when they stopped providing us with any service until we stood up to leave. Also, the service was still poor at 9:30.
Pierotti also went on to dispute my factual account of how long things took. The GM claimed our order was a rush and it was ready in 3 min and by the time we were leaving it was ready to go out. We ordered it 25 min before we left. So that math doesn't compute. He didn't agree, implying we were lying. He argued that 25 min would be ridiculously long, that the only thing that takes a long time is the brie. I said yes, that is a long time and that's why we had to finally leave to make our event in time. We also paid for it 10 min in advance. So even then, that math doesn't compute. How could the kitchen have only first heard about the order three minutes before we left when we paid for it 10 min prior? If someone dropped the ball and forgot to put the order in, then that is a simple mistake. Which brings us back to the original issue - this was a great inconvenience and all he had to do was offer an apology and ask what he could do to make the situation better. Standard customer service. Instead, he was defensive, rude, condescending, sarcastic, and accusing us, Customers!, of lying to him about our experience.
The food was fine. But I won't return. I have never encountered a GM who would treat anybody this way. He is abusing his power, and it is a shame there is no one overseeing him to hold him accountable.
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