Advice to Service Manager: Don't put new-hires alone on a Saturday night shift
Advise to New-hire server: Don't blame the kitchen and bar for your incompetence
We arrived on a Saturday night and were seated right away. We didn't wait too long for initial server visit, and I could tell by her fumbling through notes that she was probably new. When she couldn't tell me what the seasonal draft was, but quickly told me that they only had bottles, I should have asked for another table. We ordered our appetizer and boys' food first, then our entrees.
The food came out in a timely manner, but then we didn't see the waitress for a while. We were all hoping for a refill and I kept looking around, but never saw her even walking near the registers. All the other wait staff were moving around, checking on tables, but ten minutes goes by before even see her, and had to flag her down.
I asked for refills on sodas and water, and for a draft of another brew, then another ten minutes goes by before she returns with refills and news that all the draft beers were back in bottles.
What?
"They don't have any more drafts." Fine, another bottle. Still no entrees. Five minutes later she returns with a bottle, puts it on the table, walks on. We have empty plates and cups sitting on the edge of the table, and start looking around for her again. No sign.
Finally, after flagging her down again and ASKING about our food, she goes into the back, then comes out and tells us that our food has been delivered to another table, and would we like the kitchen to start plates for us to eat in or take-out.
Blank stare.
I asked if the kitchen almost had ours ready since there was a mix-up. No, she says, she has to tell them if we are taking it out. I ask "What did the manager on duty say?" She said "He's in the kitchen." Blood begins to boil: "We will Not be eating in OR take-out, please just give us our check." Comes back a few minutes later, bill is $49+ and she walks off. I look over the ticket: double charged for drinks, charged for draft brews that apparently didn't even exist, and No response from the manager.
I ask the nearest server if she could could kindly summon the manager for me. He was out in less than a minute, very courteous, and asks what is wrong. I explain, in this much detail, what had happened. He informs me that he has no knowledge of any misdirected food NOR has he taken anything off our ticket. He then took the ticket and cleared it out except for the two bottles of re-bottled draft. I left a minimal gratuity based on charged beverages alone; I hate being lied to.
Will not be returning to this location. We MAY try another franchise, but with so many other restaurants that actually TRY, why should I bother? The chain as a whole has lowered standards too much to be taken seriously as a restaurant. They are pretty much a bar with extra tables nowadays.