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| - My husband and I never write reviews but this is a MUST...
I wanted to voice my complete and utter dissatisfaction with my recent experience at the Aurora location. I visited this location today (Sunday June 16), was seated on the patio and commenced with my meal.
The server, a thin blonde girl, took me and my husband's order, poutine, 2 closer sandwiches. We ordered the poutine as an appetizer, but soon realized after it arrived we noticed that there was a huge dead fly cooked in the dish- it was obvious it had been fried in with the food. We were upset with this but did not let it ruin our meal, we let the server know and she took the poutine back to the kitchen. When we returned she let us know it would be taken off the bill, which of course it should, we only ate 2 bites before discovering the fly. What struck me as odd is that they just took the poutine back and did not ask if we wanted anything else or if we wanted a fresh batch of the dish again.
Needless to say, we did not find this to be a good resolution and we asked that something more be done. The waitress then told us she will inform the manager at the time, and tell her to come speak to us directly. When the manager on duty arrived, another blonde lady, name not given, she told us the best she could do is 10% off because we were on the patio and there is no way of guaranteeing that the fly didn't fly in while we were out there. We pointed out that it was dead and looked like it was baked. She then said again what she could do.
At this time the original server came back and asked if we wanted any more water, in which I said "yes, sure". This is the point in which the experience takes a real turn for the worse.
The manager came back out again and told us that we are not allowed to harass the servers, and swearing at them is not tolerated. We had honestly thought she was joking and asked if she had the right table, and said yes. She claimed that the server said that I replied to the question of more water with "well cant you see my F**king glass is empty?". I had in fact not said a word, it was me that replied to more water.
It was at this point where i could not take this bad service any longer. We were not only shocked but completely floored- where did that come from?? I said how offended I was with this poor attempt to slander us and that I was fed up and would not be paying for anything because of the way they had offended us, as if we were rude and low class. The manager said that we must pay or else.
I offered her a little lesson on service and in the end I had to argue my way out of a bill that no experienced restaurant manager would have ever let me pay for due to the complete lack of care and service tied to this experience. She did not understand the basic idea that the customer is for lack of a better term "always right". From the moment we interacted with the staff it was all as if it was the customers fault, with absolutely no apologic attitude throughout the entire bizarre experience.
I am not looking for anything out of this, I just really thought as a company you should know what type of management and experience your locations are offering. As a former restaurant manager myself, I understand this industry very well and know that creating great experiences and owning up to your mistakes are crucial in creating long lasting, loyal customer relationships. To be blatantly lied to and not believed over the fact that we were apparently yelling and swearing has really put my opinion in that location to its ultimate low. It is sad because the week before we went there and had an unbelievable experience.
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