| rev:text
| - This was my first visit to this location, and unfortunately will be my last.
I made a take out order for the Smoked Salmon and Bacon Bagel, on an everything bagel for myself, then Red Velvet Chocolate Chip Pancakes, and the ULTIMATE Steak and Eggs, medium rare, and scrambled for the bf.
I got home and opened up his steak and eggs, took a look at the steak, and was very disappointed, I had to do a double take. It was burned on the outside, over seasoned and NOT medium rare. He took a bite out of it and immediately gagged, not only was it over-seasoned, but it was spoiled. It was placed on top of the eggs and hash browns, so the taste of the meat ruined everything else in the box.
We called and spoke to Vanessa, the manager, and expressed our disappointment in the quality of the food. She was immediately apologetic, said it was unacceptable, took our name and ensure that we would be compensated the amount for our next visit. Very well handled and extremely professional.
We were so sickened that we ended up bringing the food back, only to realize that the location we called was the one in Southern Highlands. I was greeted by the manager Analisa at this location. I apologized for the mix-up, told her what we spoke to Vanessa about, and kindly asked Analisa to please take a moment and speak to the manager at the other store, as we explained the situation to her and she'd be able to confirm our agreement. Her immediate response was "She's busy." She didn't even attempt to pick up the phone.
She looked into my box of food, and asked "well, what's wrong with it? That's medium rare" even after I had explained to her that it was burned and over seasoned.
She looked at me as if I was stupid for asking her to call another location, and started to tell me that she'd comp the order OR have the food made again, but I'd have to still pay. She told me she needed the card if I wanted to be refunded and so I headed back to my car to retrieve my wallet. When I returned she had already told the cooks to start the order again, even though I did not agree to it. Turns out she was actually able to go back and just void the purchase, without the need of a card, but couldn't even provide a copy of the voided transaction at all. She even said, in a really condescending manner, "You can come back here and try it." My bf heard that and got upset that she was disrespectful, so he said no, that's fine, let's go, after she wrote "VOID" on my crumpled original transaction receipt. I walked out, and went to the car, and saw Analisa following my bf out of the door, yelling at him, in front of many of the guests that were dining on the patio.
Extremely disappointed in the unprofessionalism of Analisa, and the staff at this location. Will not return.
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