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| - Wow...it looks like this place does not have many stars from other people...I didn't even look at reviews before writing mine. Tomorrow I'm going to try and track down the corporate office. Even one star is too much!
Patron's beware! McFadden's in Glendale, Arizona has hands-down one of the worst customer service policies ever! It is like this bar runs on a crew with their heads up each other's asses! Basically, this place SUCKS!!!
My experience was so terrible the only way to keep it together, without writing a book, was bullet points:
* Attempted to organize an event for 20-15 employees. Had an office member contact the restaurant the week before to set it up. Relations person was more concerned with taking the credit card info to charge us if we did not show, or had less people, than sending the agreement. We never got anything in writing with these policies on it! Surprise, surprise...the only thing in the file was the credit card without a booked reservation.
* Tried to call the location the day of the event to confirm. Was told by the hostess that I was not allowed to speak to a manager about this issue and she would not find someone for me to check the reservation. Called back with a different name and held for 14 minutes to speak to a manager that just said "Sarah" was off and would be coming in...Um, how is her staffing my issue? I had to badger her to even look into the issue.
* Finally worked out the details and had tables reserved, the day of the event while my party was on the freeway going to the location. The first guests arrived after making our complaints to the manager and one of the bartenders made the remark "Those are some big shoes to fill" to our assigned server in front of guests. What, because we had to call to make sure we had a place to go?
* The place smelled like vomit!! (Also noted in another customer's review)
* Terrible, terrible, terrible service! Our server would only take one drink order at a time and often left the table without asking the customers with empty classes if they wanted another beverage. Hello...dumb ass...empty glasses means more opportunity to make more money?! Maybe the mandatory 18% tip for the party size blew our chances at having any sort of service.
* Drinks and food were sent to our table that we did not order. Food runners gave us attitude and stormed off when we told them the food did not belong to us.
* Bill arrived with over $100 in extra charges for drinks we did not order were on it. We asked the server about it and her response was "Well, I am NOT taking them off" and walked off.
* Had to ask for another manager to come over because of the inflated bill. Took 20 minutes for him to get to us and the restaurant was not even busy. Manager was extremely patronizing and was not going to help us at first. After having to re-hash the details he took some of the drinks off, but not all of them. He claimed that the service "might" not have been that great because it was St. Patrick's Day that week. Didn't they have like 364 days to get ready for this?
* Waited another 30 minutes to get our change back. After coming back to the table the server put the bill and change in my face, glared at me and walked away. No "thank you" or anything for the 18% tip she was guaranteed because the size of the party. In all honesty, I would have totally stiffed her if it were a smaller party.
I was embarrassed that my group had to experience this. The only reason we decided to go there was one of my guests had won a happy-hour event there. My gut feeling when I could not confirm the reservation was to just go somewhere else, but was afraid that the only thing they would do correctly was charge the credit card for a no show. Knowing this I would have taken the group to Applebee's where we would have expected this. Our state relies on tourism and looking at the issue from a higher level the industry decline in does not rest only on the economy, but at these eateries internally. I am starting to point blame at the terrible customer in the service industry, weak and inexperienced restaurant/bar management, and shoddy company policies for their decline. If the industry truly cared about customers it would not be in this predicament.
Did anyone notice that their staff member was the only one to give this place like 5 stars? Maybe she should be a customer in it instead of part of the "family".
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