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| - To say we had a terrible experience would be an understatement. From the beginning of the experience of being sat, throughout the entire interaction with our server, Grace, to the having to ask another server for assistance, it was horrific.
I arrived before my guest and asked for a table for two from the hostess. Understandably, she offered a small table (strictly for two) along the wall by the kitchen. Knowing that both my guest and I tend to take up more room (between appetizers, drinks, and entrees,) I asked for a four top perhaps. The hostess, whose name I didn't catch, stated "There's that one," and pointed to the table that is directly along the pass way between the kitchen and getting to the back part of the restaurant. Given that my guest and I were going to be talking about sensitive information, I asked to sit at the four top (booth/table combo) along the wall. The hostess then rolled her eyes and said "I guess." Well, gee, thanks.
Grace, our server, took about 8-10 minutes to come over for my drink order. She had just taken my order when my guest had arrived and ordered a beverage from the bar as well. We ordered our meal (he a cheeseburger, me a Marco Polo, no bun) and asked for some fries up front. This was done, no issues.
About 20 minutes later, our food was brought out, but no silverware. Furthermore, mine came out without bacon and had lettuce instead of the menu-stated arugula. At this time, it wasn't a problem, but Grace NEVER came back to the table to check on us/our food. I had to get up, not only for silverware, but also to ask the bartender to send the manager over
(because my order was wrong, and has now been sitting there for 12 minutes, getting cold) and our server was nowhere to be found. By he time I arrived back to the table, Grace had miraculously appeared and asked 'What do you need?' I explained what was wrong with my dish and she offered another beverage (which I accepted) and took my plate away. It took ANOTHER 8 minutes for the "manager" to come over to inquire about what the issue was (meanwhile, Grace brought back the same chicken and plate.)
I explained that not only was the order brought out incorrectly, but when I brought it to the attention of my server, all she did (or the kitchen) was literally throw some bacon on arugula on it and bring it back out. They didn't remove the lettuce or warm it up, so now I have 20 minute old -and cold- chicken. His response? "Sorry we don't bring out the lettuce or bacon. You want me to fix it?" Seriously? No, sir, I want to sit here and starve. You SHOULD have stated "Let me correct this for you right away, my apologies," or something similar, but to not even ATTEMPT at resolving it? Forget it. I'd rather have nothing at this point because of your service, the likelihood it would be made incorrectly, or that I would even be given silverware to eat it with is clearly not going to happen.
I also had to ask for limes (that come standard) with the beverage I ordered. *eye roll*
Moreover, Grace TOOK the kiosk so that I couldn't leave a legitimate comment upon checking out, or even check out for that matter (had to wait another ten minutes for her.) I had to ask another server to ask our server to bring it back so that I could ensure she/her manager would receive comments about the visit. [Note: On the 'comments about today's visit' section, I asked to see corresponding Yelp review for details, this is it.]
Finally, Mandy, apparently another manager on duty, came by upon check out and inquired how things were and I let her know how terrible they were. Bless her heart, she actually tried to rectify the situation, but I had already been ignored, dismissed, and not fed for over an hour and I was over so I didn't give her much time (apologies.)
Grace and that male "manager" (who looked more like the food runner in charge) should be ASHAMED of themselves and their 'ability' to give customer service. I am embarrassed FOR them, and will be sure to let everyone know what level of service to expect here, which is NONE.
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