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| - Buyer beware. Took advantage of the New Years special this evening, (buy one Delmonico steak between 9-10pm and get the second one for free). Upon explaining to our waiter that we wanted to take advantage of their "advertised special" in the AZ Central dining deals from AZ Republic that had been advertised since December 21st on this website,we were informed he was not aware of such special. Upon which my date and I felt totally embarrassed as I didn't want to look like I was just trying to get something for nothing. He checked with his manager and said "they would honor it", a $28.99 value, but that it was the AZ central error. From that point on our waiter was very short with us and made us feel like we're putting him out because he wasn't going to make as much in tips from us.
This couldn't be further from the truth, as all items were alacarte and with wine it actually came out to more than if we had ordered steaks alone. The steaks by the way were excellent, but the tone for the evening with the poor service didn't make up for the taste and presentation of the food. By the way, we overheard the couple in the booth behind us request the same special, but by that time the restaurant was aware that people would be comming in for the special.
Finally to make matters worse, when we got bill for the two of us it had an automatic gratuity of 20% added to the bill. When I explained to the waiter that this must be a mistake he explained that it was "their policy" to add on this automatic charge whenever they have to "give away food". When I explained that I didn't feel comfortable in paying such a high mandatory amount, he immediately said he would get the manager and stormed off in a huff.
Manager Eric S. came over and supported his waiter by basically backing him up and not listening to our valid complaints. He actually stormed off also when we told him we wanted to have him adjust the gratuity to what was a more fair assessment of service at 10-15%. He came back and gave a half hearted apology for "feeling threatened" when I told him I would let others know of their lousy customer service. So there you have it, It appears that their is an attitude at the Arrowhead grill is greater than though, and how dare we to complain. Needless to say we will not ever be back though the food was good,not worth the hassle and a terrible New Years Eve meal ruined by their ineffective ability to act professional and with grace and understanding.
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