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| - We've been eating here since the place opened about 3 years ago. The food has always been good for counter service diner style food and its usually 4 to 5 stars. Never had a problem with quality or value for price. I personally love the pastrami burger and country omelette. The place reminds me of the counter service diners I've been to in downtown Chicago in many ways (anyone reading this old enough to remember the "cheeseburger"sketch on SNL??).
HOWEVER- Service is something that could improve. They seem to go through staff like paper towels. I think that may be part of the issue and its a sign of a core issue in management/ownership. Ordering at counter is usually not a bad experience, but I have to agree, that Jim's wife is not a warm and fuzzy person. I have been working in service for the last 30 years and I wouldn't have lasted that long if I I wasn't welcoming and accommodating to my guests. I don't frequent another area diner at Greenway and Reems for that very reason- poor customer service.
Yesterday was my worst experience there ever. It was very busy, which you would expect for 10AM Saturday. My 7 year old son really wanted to have breakfast there, so despite the crowd, we ordered. Every table was full and most were waiting for orders.. I figured it would be a wait, but maybe only 10 minutes longer than usual. I was mistaken, It took almost 1 hour from the time we ordered until our food came. This was breakfast. Quick and easy to prepare. 1 Hour???? When our food did arrive, nothing was wrong with it, but our server, was obviously pushed to her limits (only 2 servers working that morning). She forgot syrup for my sons pancake and I had to get up and get. No one behind the counter even apologized , even though I was obviously put off I had to get my own condiments. The water I ordered from her never came either. Very poor service to say the least.
I understand, bad days happen at every job, but maybe they could have been proactive at the counter and let people know how long the wait time for food was going to be? Since you pay in advance here, its difficult to get a refund. And then last night on Facebook, instead of posting an apology to their loyal (an inconvenienced) customers, they posted marketing pictures of their food. Really?? Maybe an apology with an offer to bring in your breakfast receipt for a discount on a return visit would have been a better idea?
We will return, but you're on final notice with us Jim's. We want to patronize local businesses, but food alone doesn't cut it in this business. You need to provide friendly, expedited service too!
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