Normally, I would give this place 5 stars. I have been coming here since I was sixteen every Friday until I moved south. Now I come here whenever I get the chance. Service was normally always great (Leslie is amazing and like family to me) and the food is ALWAYS amazing. However, this time, service was the worst I have ever had at this restaurant.
I ordered the clam strips and fries. They always taste amazing. They still did. However, when I poured the ketchup on my plate, I put some fries in... the ketchup was HEAVILY fermented. I called my server over, and let her know. She looked at me like I was crazy. She then took the bottle, opened it and sniffed it and confirmed it was fermented. Then she took another bottle off of a table, opened it and put her nose up against it and sniffed it as well. That is really unsanitary. So I asked for a new bottle of ketchup. She hesitated and asked why. I replied, "if the ketchup on our table was fermented, that one could be too." So after asking her multiple times, she finally goes back to get a new bottle.
After I am half way done with my food, she finally comes back with a new bottle of ketchup. She then never came to check back up on us. My boyfriend sat there with an empty drink. I kept looking over at them to see if they would come over.
By the time we were done with our meal, I asked to speak to a manager. When I voiced my complaints, the manager became argumentative and replied, "what do you want me to do about it?" We explained how unsanitary it is to have the fermented ketchup out and she said ketchup ferments after 3 days and they rotate ketchup every 4 days... which that isn't true about ketchup. It takes about a week, and that ketchup was so fermented that it tasted like ketchup flavored beer. We were upset by the attitude that was given to us by our server and by the manager. We told her we intended to pay for our meal, but we just wanted to inform her that we felt like service could be better. Instead, the manager argued with us that the server already 'fixed' the problem. We told her the problem was with her attitude and inattentive-ness. The manager seemed to not think that her server was in the wrong and thought we wanted free food.
I have come to this restaurant many many times. I have never had a problem with any servers there. This is the first time. It will not keep me from coming back, because I love the food. But I was very displeased with how we were treated.
In the end, the manager comped our meal (despite our protests that we didn't want her to do that.) This was my boyfriend's first impression of this restaurant. I have been bragging how this restaurant was so amazing and my favorite. And I was really let down that his first experience was a really negative one when all I have had before this was positive.
Hopefully, you guys make some changes. This was a let down. read more