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| - Yesterday (Saturday) after taking part in the Walk to Defeat ALS our group of 6 decided to check out Lo-Lo's new location, right up the road from the old location that we tried once before and loved.
We arrived at 11:30am and after searching for parking for 10 minutes (they share a small lot with a hotel) we finally found spots (sorry, I don't trust a $30k automobile with a kid who barely looks old enough to drive at the valet station). Unlike another reviewer, we were not warned we may be towed and had we been told, we would have left then!
We were told there would be a 30 minute wait- no surprise as there were tons of people there. We were told this was a short wait as people used to wait up to 2 hours at the old location. Didn't make us feel better, but decided to wait. At the time we were glad we did as we only ended up waiting about 10-12 minutes before being seated.
About 5 minutes after we were seated, our server arrived to take our drink order. I think her name was Gina but may be wrong. She was very polite and had a great sense of humor. We ordered our drinks and because we had an appointment at 1 asked if we could order. Our party had 3 adults and 3 teenagers. The first teenager ordered a burger and , truthfully, was very picky about what she did and did not want on it. The server was patient with her and wrote down everything she wanted. Next was another teenagers turn... He didn't know yet what he wanted. Rather than skipping him and taking the rest of our orders (the 3 adults were already decided) she said she would grab our drinks, take the drink order of another table and be right back. Over 10 minutes passed and she returned with some drinks. She had to go back to get the remaining and to exchange one of the teen's drink as it had lime in it (fancy adding lime to koolaid) and he was allergic. She mixed up the sweetened and unsweetened teas which normally no big deal but the teen who ordered sweetened received unsweetened and had already added sugar since it was bland. We didn't say anything. By the time 1:00 arrived (remember we arrived at 11:30, with parking and the wait it was about 10 til noon when we were seated- over an hour sitting there) half the table had finished their drinks and not offered refills and our food still hadn't come out. A table behind us had a similar experience and was complaining to the server. A table of 3 across from us had ordered about 5 minutes before us (and was seated about 5 min after us) and was almost finished eating when our server came out to apologize, saying the kitchen uses a new system for getting orders and there was an issue with the system and the kitchen is backed up. If they were backed up then why did some tables receive food and some did not? We asked how long the wait would be as we were already late for our 1:00 appointment (thinking perhaps we would get it to go). She said she couldn't say. May be 5 minutes, may be 20. We appreciated her honesty but decided to go. We offered to pay for our drinks but she said we did not have to. We left, over 90 minutes after we arrived in the parking lot and without food!
Obviously our biggest complaint is the wait. That is simply unacceptable. The lack of attention comes second. Any time we've experienced an unacceptable wait, the manager has come to apologize, usually offering to do something to right the situation. Not this time. There was nobody who looked managerial in sight. What a shame. I live in Gilbert and was excited to hear about one opening up here soon. I will wait a month or 2 before going in hopes they work out their kinks and can offer a better experience. Sadly, I don't think we'll return to their Scottsdale location again.
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