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| - I am writing this review based off of the last experience I had here at MacKenzie River which sadly may have lost a permanent patron in myself, the many I have referred to the establishment, and my family. It is actually quite sad because the first time I posted about our very first visit, I was extremely satisfied with the level of customer service by our server Renee, and honestly have never received even half the level of customer service since every time we've gone. Keep in mind, we visit the restaurant at least twice a month. I've looked passed other reviews on the poor service simply because I hoped they were false, but have succumbed to the sad reality that the service here is the exact opposite of the team they represent... Definitely losing in the customer service department.
Yesterday, my family and I decided we'd grab lunch at MacKenzie River during open practice. We entered through the supposed front entrance with the host counter (which is NEVER manned) and waited a good 5 minutes for someone to approach us (and never did). We and other patrons just mutually decided to seat ourselves as NO ONE paid any mind to us waiting in plain sight of the servers. My family and I sat directly outside the entrance to the kitchen overlooking the rink. 5 more minutes pass to which my mother decides to flag someone down. The waitress who she had flagged (who had passed is numerous times into the kitchen) stated she didn't even see us (highly unlikely). So the whole experience with her was one that made us feel as though she A. Disliked her job or B. Disliked us being there. There was nothing warm about her. I let the poor service go overlooked as my toddler seemed to be enjoying himself. Eventually, we were through eating and waited for our waitress to note we were completed and once again, we waited.... And waited... So much so I held on to my credit card with the hopes she would return to take my payment so we could leave. Finally upon her returning to our table, I literally just handed her my card (which I never do) so we could pay and leave. Upon getting the receipt to sign, I made the realization that she charged my card for the entirely wrong tab. Yes, I admit I made my first mistake in not reviewing the check prior to, but I couldn't stand waiting any longer. She provided me the new receipts and we finally departed.
Due to the angst I faced, I accidentally left my credit card (mistake #2) which I called and confirmed the whereabouts the next day. I spoke to one of the managers, Chris who was honestly one of the most gracious people I dealt with leading up to the other ungracious employees I encountered this evening. I entered the restaurant again at the "host counter" to see a waitress there gathering place settings. I ask her if Chris the manager was around as I had left my credit card there the day before. She replies, "I mean, you can go check. Maybe at the bar they might have it." Okaaayyyy... As someone who works in customer service, one thing I know is to handle an issue when it is brought to you NOT to pass it onto the next. And frankly, I specifically asked for the manager by name! So I approach the bar and this pleasant woman asks if she could help me, to which I again ask for Chris. She took my name and said she'd check, then proceeded to complete a task to which a male bartender asked if I had been helped. I respond, "yes, I accidentally left my credit card here yesterday." Instantly after responding to him, the female bartender replies, "yes I said I would get it for you." Excuse me?? I simply just replied to a question the male bartender asked and she replies as though I was asking him to do what she said she was going to do (and didn't). Thankfully for me, the male employee quickly retrieved my credit card in a swift minute that would've probably only taken the first two people I encountered the same amount of time.
One star for Chris. One star for Renee from our first visit.
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