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| - It bums me out to write this review since Snooze has historically been one of my favorite restaurants, however this most recent visit was inexcusably bad. I want to preface with the fact that the food is always delicious, and all of my problems have been with incompetent service.
Upon arriving we were told the wait time would be 30 minutes, and upon waiting we were called in 5. Now this isn't necessarily a bad thing, however I was ready to leave instead of waiting half an hour for a table. My girlfriend talked us into staying. As far as the estimates is concerned the hosts need to give more accurate information or they run the risk of losing potential customers.
When we were seated our server greeted us about 3 minutes in and took our full orders. We asked for 2 waters to start and a couple simple drinks I've ordered at least 4 or 5 times before without issue. This is where the problems arise.
A family of 4 came in about 5 minutes after we did, at which point their drink orders were taken. We proceeded to wait 10 minutes with no drinks while the family received theirs in about a minute or 2. When our two drinks came out, we still had not been served any waters, and the drinks were 100% in accurate. I was served a half cup of foam with nothing else in the cup, when I'd ordered a tea latte with honey. My girlfriend's drink came out without the whipped cream she'd ordered.
We flagged down another server and asked if they could get our server, who had been MIA since taking our order nearly 20 minutes prior. She came to the table and I explained the situation to her. She proceeded to give me an excuse for every issue, to which we were of course sympathetic. She corrected the issues to the best of her ability, and for that I commend her. However, the incident had already left a poor taste in my mouth.
The food was delicious as always, and we of course had not been offered any condiments, so I stood up and found some for us to use, considering I didn't expect to see any of the wait staff any time soon.
The real issue came from the bill. My girlfriend got an entree that consisted of 2 free add-ins and the ability to pay for additional ones. She chose what most people would add, a meat and a sauce, and then asked to have an extra side of spinach and tomatoes, each of which were listed for 75 cents. The meat and sauce were listed as aproximately 3 dollars each. So when we got our bill, we saw that the tomatoes and spinach had been the items added in for free to the meal, and they had charged us for the meat and sauce that she originally ordered to come with the dish.
I don't know if this is common practice for Snooze, but I don't think I'll be returning. For as good as the food is, having to go through the headache of just getting what you wanted to order in the first place is not worth it to me.
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