| rev:text
| - Oh, my. Rarely have I been so disappointed in a restaurant and seen a restaurant fail miserably in so many aspects.
First of all, we made a reservation, and when we entered the restaurant, we had to wait at least 10 minutes before someone acknowledged our presence and asked us if we were waiting to be seated. The person that asked us and eventually led us to a table was, in fact, the manager, although we didn't know it at the time - and nothing in his demeanor toward us suggested he cared about providing us with good customer service. He seemed like just another overworked employee.
Second, while we were waiting to be seated (and being made to feel as if our presence was causing them an inconvenience while they searched for a table for us), servers and other staff zipped by us, no smiles on faces, no greeting to us or the customers who came in after us, no witty banter with one another - just a general sense of being overworked and frazzled - even though as far as we could tell, the restaurant was less than HALF FULL - there were empty tables all over.
Speaking of empty tables...there were a lot of them when we were seated, and none of them had been cleared and reset. We were at this restaurant for close to two hours, and in that time, one person came and cleared 2 tables and did not finish resetting them. Dirty dishes, food, discarded napkins, and more lay around the tables for the duration of our meal. Additionally - payments were left on tables, receipt books uncollected until about an hour into our dinner when a few of them were picked up in a rush by a server.
Once we were seated, no one could tell us who our waiter was, although we were in a room with only two other tables being served and it was clear that server should've been our waiter. He never acknowledged us, yet as the evening wore on, it seemed he got very vocal and boisterous with the tables he WAS serving in some sort of strange passive-aggressive way of showing us what we were missing by not having his service. Instead, another server who appeared overworked and who had no customers in our dining area was told by her manager to serve us.
Our entrees took over an hour to be ready, between when the salads we ordered came out and when our dinner appeared. At that point we didn't even care - we just wanted to leave.
After our meal, we asked to speak to the manager. The person who seated us (we had no idea he was a manager) came to our table and waited for us to speak to him before he spoke to us. We had to ask him TWICE what his name was and then he answered and asked us in a somewhat accusatory tone why we asked to see him. We told him everything we listed here - how we had to wait to be acknowledged, how no one (not even the manager) seemed to know who our server was, how the tables took over an hour to be cleared, how long our food took to be prepared, and how disappointed we were in the overall service. We politely asked for some hospitality to compensate for what became a very stressful evening. He was not very apologetic, blamed the service on some vague disarray in his staff that night, and asked if a 20% comped bill would be satisfactory. We asked for and eventually received 50% comped. Still, there was barely an apology or an acknowledgement of an evening wasted. My husband and I were visiting my parents for the holidays and wanted a nice evening out to dinner. We were all blown away by the lack of professionalism and service at this restaurant, we will never go back again, and I would warn others that if management continues this way, they will have a similar experience.
If it even matters at this point, the food was just so-so - but as I said, after that experience in customer service, we hardly cared if the food was stellar or terrible - we just wanted to get out of there.
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