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| - We visited Senor Frogs this weekend with friends for Cinco de Mayo and just knew it would be a great time! So when we approached the bar and noticed 2 for 1 drink specials, it made the night even better. As we arrived, our friends (who had been previously waiting) were just being seated. Rather than order inside, we decided to order our yard-style drinks before coming in. I clarified with the bartender what drinks were 2 for 1, she said all of them.
I said great, we'll take two of these size (pointing to the 22oz containers for $24 directly on the menu) and picked the flavors. She quickly made the drinks, served them and I handed her my credit card. As I handed her my card, she took it quickly and said that would be $35...
Whoa, even will a full tip our order wouldn't be $35. I attempted to call out to her as she stepped to the side to do the transaction. Excuse me, ma'am... excuse me, ma'am.... She didn't hear me. She came back over with my copy to fill out and I asked her, weren't these supposed to be $24? She then goes on to say, no the $35 ones are 2 for 1. I replied that's not what she JUST said a few minutes ago, reminding her that I even pointed to the actual size I wanted on the physical menu so she had a visual confirmation of what I ordered. She claims she didn't hear me.
Strange, she got the flavors right, though. The gentlemen next to us at the bar even corroborated my story when they heard our conversation with her.
I asked if she could make the adjustment and this is not what we wanted. Her response was that they didn't even have the size we ordered (strange, considering they were on the menu and I pointed at them) AND again said that only the $35 and higher drinks were 2 for 1... THEN ASKED (with an attitude) IF WE WANTED HER TO TAKE THE DRINKS BACK AND BE CHARGED FULL PRICE FOR TWO SMALLER DRINKS, which would have come to more than the $35 she JUST charged me. Seriously? This is how guests are treated at Senor Frogs? Nooo... not the Senor Frogs I know of. But it was... really happening. Frustrated, I said you know what... no, we came to have fun. We'll keep the drinks if you're going to be difficult about owning up to YOUR mistake. I signed the receipt with ZERO tip and we joined our party inside.
When we got in, our enjoyment was completely leveled out. The fun atmosphere we came to enjoy wasn't enjoyable. We didn't even want to order food anymore as we felt we'd just been ripped off and essentially told to deal with it. At that point, I asked to speak to a manager.
I spoke to the manager on duty and told her the situation. After defending her bartender's mistake, she scripted an insincere apology (Robotically, "LET-ME-SAY-I'M SORRY-ABOUT-THE-INCONVENIENCE.") and again offered to TAKE THE DRINKS BACK and offer a full refund.
Think about that....
Her bartender makes a mistake, she fakes an apology and then destroys inventory (because obviously she had an attitude as well) and doesn't even attempt to satisfy the guests needs. We never asked for free drinks... we just wanted to pay for what we asked for or to be offered a reasonable exchange.
It was more or less, I'm giving you a f***ing refund, give me my drinks back. Just here's your refund, bye. She didn't even offer to order another drink for us, or say we'll take the drinks back and just apply the funds to your dinner tonight that you're about to order... nothing.
We wanted to have drinks, order food and enjoy our night. That was the plan. Our night was effectively ruined by the staff that evening. The bartender, Lila, (check number 773174) and her manager need definite lessons on guest service standards.
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