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| - Let me start by saying that I LOVE Dave and Buster's. I have been to this location many times and always had a great experience. However, last night was not one of these great experiences. We had a group of 18 that was meeting there for dinner and games to celebrate the birthdays of one of my friends and I. I tried to call ahead and see if we could reserve a table for a specified time and we could not as it is against their policy. The employee that took the call was kind enough to check on wait times with the hostess and I was informed that I should expect a wait time of approximated 30 minutes at my desired arrival time of 4:30 pm. So, I decided to get there a bit early to ensure that the rest of our party would not have to wait to be seated. Upon arrival at 4:15 pm I was told that it would be a 1hour and 45minute wait! I explained that I had called less than two hours earlier and was unable to put in my name for a table but was advised of an approximate wait of 30 minutes. I then asked why, if it is a 1hour and 45minute wait, was I not allowed to put my name in when I called approximately 1hour and 45minutes ago. I also offered the solution of just putting in my name three times for three separate tables of six with the hopes that would at least be near each other. The hostess, whose name I wish I would have gotten (she is slender with blond hair and glasses), proceeded to tell me in a less than friendly moderately condescending tone that they just don't do that and that everyone there had to walk in and wait their turn. She went so far as to start pointing out other tables and telling me their stories. I interrupted her and stated that I was not really concerned with the situations of the other guests. I also let her known that she had a very bad attitude for someone that is working in a service capacity and walked away. She followed after and brought me my buzzer. My husband showed up moments later (he was parking the car and missed the exchange) and within 10 minutes of that our buzzer went off. We made our way back to the hostess stand with my husband leading the way. When he approached the hostess he was friendly, said hello to her, and handed her the buzzer. She was very cold, returned no greeting, and informed us that we were put on the wait list incorrectly and would not actually be seated at that time. I suggested that she just give us three buzzers and put us down on the wait list for three tables of 6, and she did. It was not long before one of our buzzers went off and much to our surprise and delight we were being led to a table that would accommodate our entire party of 18! My husband excitedly thanked the hostess to which she said nothing. I then said, "you must have a magic wand! Thank you so much!" To which she said, "yep" without an ounce of friendliness but an eye roll and a smirk instead.
There are two reasons that this review is still getting 3 stars:
1) I am basing it on the culmination of experiences that we have had with this location and not just this one isolated incident.
2) Our servers were FANTASTIC! Seriously impressive...I could not thank them enough for the job they did.
I have worked in the service industry in various capacities for 20 years. I have worked as a busser, server, hostess, customer service rep, financial aid advisor, real estate agent, and retail associate. Providing an outstanding and memorable guest/customer experience is something that I love to do and do well. That being said, if I were rating this establishment based on this experience alone it probably would have gotten two stars, due completely to the great wait staff and crazy fun games. Yes, I would remove three stars just for the terrible attitude and interaction of the hostess. She is the first impression and point of contact for the guests. Had I not been a returning customer (I have been a repeat customer of this location for at least 5 years) I probably would have left and taken my party of EIGHTEEN ($$$) elsewhere to celebrate. If this were my first experience I would probably never return here to eat again. Hopefully this woman gains some understanding of her position and job description before she drives away customers that could potentially return and contribute to her paycheck.
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