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| - I always thought I would never write a review and post it. To me the option of others regarding an establishment is moot, we all have things we value over other things when to it comes an establishment. However the one thing EVERYONE can agree on is getting what we asked for in a timely manner. That brings me to this review about Matt's Big Breakfast.
I have wanted to try Matt's Big Breakfast for a while now. I know there is usually a decent wait to get a table, but I had a foodie friend in town from NYC and thought she is the perfect person to go with me. We got there on Monday after the Super Bowl at around 11am... as I thought we were on a wait, 30 minutes, not bad.
They called our names and we sat right by the door at the bar that looks outside to the street. Our server was fast to come to us and take our drink order. Our Strawberry Honey Lemonades arrived and she took our order and went to put them in. Now it doesn't really matter what we ordered but I will tell you anyway; The Hog and Chick, with a side pancake and the daily special (omelet of some sort) with a side pancake.
After about 10 minutes The Hog and Chick plate arrived, 3 minutes later both side pancakes arrived, 2 minutes later the bill arrived. When the server came back I told her our whole order had not come out. She said oh yeah you didn't get your toast, she leaves before I could say anything. She brings back a side of toast and I said the other dish, the daily special didn't come out yet. She goes back brings more toast and says she put in the daily special. 5 more minutes go by and the same server takes away my plates (yes I ate, I was starving) and she asked did we get the bill. I tell her yes, but we still are waiting for my friends order. 5 more minutes go by and I go to pay. I told the manager behind the counter about our missing meal, so it could be removed from the bill. The manager asked if I had told the server we didn't get our entire meal... yes I told her. The manager just seemed more concerned that she pointed out the error of the server, because she asked me this question 2 or 3 times. The manager then asks the kitchen, the kitchen didn't know anything about a daily special on that ticket or about having one told to them 5 minutes ago about it being done on the fly.
The manager removes the meal; just the daily special and I pay for the rest. The manager says they will get the daily special out for us right away. I tell her I am done, my friend doesn't want it and we are leaving so there is no point. The manager insisted that we wait and take it, okay I think she is trying to make it up to us... we will wait. So 5 more minutes go by and I see a bag up in the window, a few more minutes go by (as it sat in the window) and I tell my starving friend let's go. As we are getting up to leave a server runs over and says "here is your to-go order" TO GO ORDER! That is funny!! I ask for the manager and she said "you already spoke to her."
I was not happy that the manager didn't deliver it herself and apologize to my friend, I was not happy that my friend now had a horrible experience and was still starving, I was not happy that the server said I had already spoken to the manager. I am disappointed that a small restaurant in downtown Phx that was featured on a national TV Show didn't care enough about a local to come over and say anything, giving us the meal to go was pointless (it went in the trash)
Next time work on customer service, not pushing the bill on guests (there was no longer a wait) and make sure EVERYONE in the party has their meal. It's a little late to ever change my opinion, maybe my friends (yes I have told a lot of ppl about this experience) will still go and judge for themselves. If they do my advice I told them... don't go hungry, you may not get your food.
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