I have been a frequent visitor of burghs for the past several years. I've held business parties there as well brought large groups there for dinner. The food is always good but that's where any positives end.
Last night I brought a group of 10 people to Burghs. They squeezed us into two tables that according to the hostess should seat 8 people. Well, we had 10, not 8. We were very cramped. I tried numerous times explaining this to the hostess who didn't seem to be interested in helping us. We eventually got a third tablet added which gave us much more room. For the next several minutes I noticed the staff talking about our party and giving us dirty looks. I then asked to speak to the owner/manager who told me "I'm not going to talk to you."
I can put up with their long waits to get a table. I can put up with the ridiculous amount of time it takes to get your food once you order. I can put up with the fair to poor service (with the exception on Toni at the bar who is consistently excellent). But I cannot put up with complete apathy, rudeness, and disregard for customer service from the management and ownership.
I will never again step foot inside Burghs. I will never again bring large gatherings of people there. I will never again hold my business functions there as I have done in the past. I will never again support their 5k as I have done for the past many years.
I'm sure me spending my money elsewhere really won't hurt their bottom line and I'm certain my money won't be missed. What I am certain of is if the owners continue their apathetic attitudes, dont correct the long wait times for food, and dont train their staff on proper customer service then others will not be returning as well.