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| - This 1-star experience is based on my recent visit today at 8am.
If you want good service and hot food, DO NOT go before 11am!
NEVER ASK FOR SERVICE/HELP FROM the manager "Rose".
1. Ordered the Vegas Special to split with my friend since I don't eat a whole lot in one sitting and the pancakes are the size of your face. The waitress was so-so in her customer service skills but not the underlying reason for my review.
2. The pancakes (which are the main reason why we always go to Du-par's) came out in no less than 2 minutes after ordering which tells me they were not freshly made because it takes longer than 2 minutes to make pancakes, scrambled eggs, and bacon. I was timing this as I was in the middle of texting a friend who happens to be a chef about how amazing Du-par's pancakes are.
3. The pancakes were lukewarm, NOT what I am used to, and too brown to have been something that was prepared fresh in two minutes. The bacon was crispy, and the scrambled eggs were slightly runny but acceptable.
4. After tasting the pancakes which were not as fluffy as we are normally used to, I decided that they were unacceptable especially for the price of 2 pancakes.
5. I went to the managers who were huddled in a talking session behind the dining counter to ask politely yet directly if I could get hot pancakes. Simple request, hot, not lukewarm. Being of an educated mind I assume most people understand the difference. If they were hot that means they would have been fresh. Keep in mind, I KNOW how to make pancakes and when they come hot off the grill guess what... they are hot and fluffy, NOT lukewarm and dark like they had been sitting under a heat lamp. I would have asked our server to change out our food but we were already dissatisfied with her lack of service with a smile.
6. The manager ROSE brought out our food within 2 minutes, again, with an attitude. I must add I train in customer service and have owned a business so I understand that the customer in most given situations is always right and no manager should be rude with a customer, ever! Here is how the conversation went down:
-Manager Rose, "I touched your pancakes and they were still warm." = strike 1, I asked for HOT not warm, and why are you bringing this up instead of simply saying, "Here I hope these will work for you."
-My response,"I understand but when we come here, which is ALWAYS, the pancakes are hot."
-Manager Rose responded with horrible micro-expressions and a defensive posture,"I have been a manager here for 5 years, I know how they are made."
Rose then walks off in disgust = strike 2. Congratulations Rose, I have no idea how you kept your job in a hospitality town with an attitude like that. Considering that this wasn't my first eating rodeo at Du-par's I am rather familiar with how I normally get my pancakes and never have they been this poor as if we got the dregs of the morning rush pre-made pancakes that were sitting under heat lamps.
After such horrible service from a person who should be teaching her staff on service, which would explain the lack of smiling we got from our server, we proceeded to eat our new plate of pancakes. Again, lukewarm heat lamp pancakes.
The server came out with a smile, finally a smile, after I had mentioned I was going to leave a bad Yelp review. She tried to back up her manager by saying that if I put cold butter on a pancake it will make it cold. Honestly I am sure they assumed I was a moron and failed to touch my pancake I was already questioning the first time around. I showed her that I sit my hot coffee on my cold gold wrapped butter to warm it up so I can easily spread it on my pancake. Again, not my first eating experience ever in the history of my existence.
Another manager saw that I was obviously upset and came over to see if she could assist. This lady had no idea what to do except give my a baffled face, Rose was apparently the General Manager.
My friend had decided that enough was enough and left her meal,"I'll meet you out in the car." I exited as well. I have never left a half eaten meal, or a half drank cup of coffee. We were given no apology, or even a discount for eating what would have been summed up as tripe if I wasn't a previous Du-par's fan.
My friend and I went directly home to call Du-par's see if we could get some sort of explanation as to why we received incredibly horrible service with no regards to an old Vegas saying "the customer is always right", especially if the customer doesn't have the I.Q. of a carrot and grew up in Las Vegas along with the rest of her friends and family who date back to the original Las Vegas High School when it existed on an old dusty road. We called 3 times yet for some odd reason they were out, OR too busy to talk to us. We literally live 5 minutes away, so to be magically out or busy in the time it took us to get home and place a call seems rather suspicious.
Regardless, I will eat at Du-par's again, only in the eveni
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