Planned my best friend's 40th birthday celebration a month ahead at this restaurant. Pre-set menu…read more($ 300 pp).
Upon arriving at the restaurant, we found the table set for 12 guests; a minor mishap, we patiently waited for the table to be reset. However, instead of adding another table, they moved the 12-seat table, which was already close together, to fit 14 guests. When questioned only because my party included a few 6-footers, the manager said there was a "miscommunication," and the 12-table space is the same as for 14, as they only removed 2 settings, not an additional table to accommodate based on the miscommunication he recieved. While I expressed my dismay, I left it alone, thinking we would manage, and we did.
Arrangements had already been made for a cake to be served during the dessert course: a custom-made small 2-tier cake, personalised and made by a baker in Pleseanville, priced at $425.
Food was great, our server, Francisco, was nothing short of amazing, and the night was going well. He was cordial, very sharp, picked up every detail, and addressed us on all our needs, spoken and unspoken, while we were enjoying ourselves.
We finished dinner around 9 pm, and the dessert course took longer than expected ( we were enjoying ourselves, so it didn't bother us). Around 9:30 pm, small plates of what looked like a tart/cake were served to some guests, immediately followed by the house dessert course, with candles singing happy birthday.
All my friends were anticipating a cake, it is tradition as most of us are home bakers/ and being it is a milestone big deal 40th birthday everyone was looking at each other is that the cake' where is the cake?
To be clear, during dinner we provided a cake to Francisco, our server, and yes, it is universally understood that a cake is to be brought out with candles before being sliced and eaten.
I let it play out as it was her moment, and soon after, they sang "Happy Birthday," got up, and questioned Francisco, "Where is the cake?"
His response was " let me get the manager for you", although I left a bit confused, I sat down. Alex, the manager, came to me and asked, "What seems to be the problem?" Remember, we already had an encounter with the seating arrangements "miscommunication".
I responded, "Where is the cake? Can you please bring it out with a candle?" Alex: Oh, I was under the impression that the cake was to be brought out sliced". I responded, "We haven't taken one single pic, and she didn't even have her moment with the cake. Please bring the cake out with a candle". He responded' ok, let me see what I can do"
At this point, I haven't yet put 2 and 2 together, although what was served to some of us on little side plates looked like the cake (pic attached) we brought, but we couldn't quite make it out, as it was not slices of cake, it was pieces of frosting by itself and bits and pieces of cake.
Alex came out again, kneeled next to me and said,' I know it is most unfortunate, but upon your request, we were just now trying to bring the cake out and one of our servers dropped the cake and it fell onthe floor!
long story short, as I've written an earful. They served us cake that was already dropped on the floor. Look at the pieces; you can see for yourself. Do they look like slices from a 2- tier cake? Absolutely not.
What stunned and disgusted me was the level of work and thought process that went into concealing the mishap. Alex took no accountability until the moment I insisted that the cake should be brought out, as I had no idea! Looking at the pieces that were served, I didn't even think to guess that was our $425 cake
They served us contaminated cake, which was a majorconcern as restaurant hygiene and cleanliness should be the utmost priority.
Had I not insisted, we wouldn't have found out, and they offered us no extra dessert to begin with, other than 1 olive oil cake that came out. So, the lack of compassion and integrity is beyond my comprehension.
It took this guy 3 rounds of excuses and 35 minutes to apologise and admit that the cake had fallen on the floor!
While I understand mistakes do happen, accountability and taking action to move forward so your consumer/guest feels safe and taken care of are the best policies. I am no restaurant manager, but we are well-established, hard-working individuals and being treated with respect should come without begging! We prepaid a $ 3,671 bill to be serviced in this manner!
If you are looking to dine in and have a question about whether your food is clean, by all means, dine your way in here. The manager, Shannelle Mangold, has blocked my email correspondence. Provided us with an excuse that Alex is the newest member of their team, and he was nervous and did his best to rectify the situation. A rookie manager on the floor on a busy Sat!
End of the road for sure, for all 14 of us. Be aware, oh, and they charged us an admin fee! Which restaurants have admin fees? SCAM!