Monica Finnell
4:32PM (41 minutes ago)
to The
I hope this message finds "the real owner" well. I am reaching out to express my concerns regarding my recent visit to your restaurant, as I have not received a satisfactory response from your team. Firstly, I appreciate that you have video surveillance in place; given the location and the area's reputation, it is a prudent measure. I want to clarify that I did not make the reservation myself, as many patrons choose not to. I was invited to join a reservation at 7:15 PM, as mentioned in our previous communications, which may also be forwarded to the BBB and shared on social media due to your team's response. I arrived at 7:34 PM and found it surprising that, despite a 10-15-minute grace period being standard practice, my party was met with a lack of understanding when four members had already been seated. I traveled from North Carolina to enjoy your establishment, having researched your menu in advance. I would like to address how my group appeared upon arrival. We were a collection of professionals celebrating a birthday, with my daughter and I being seated peacefully. You may have also noticed other well-dressed individuals arriving with balloons and gifts, contributing to a celebratory atmosphere. The initial interaction with our waiter was pleasant; however, there were some areas for improvement in customer service, particularly when I expressed dissatisfaction with my drink. I was willing to pay for an upgrade, but I was not informed of the cognac used nor was there a discussion about options beforehand. It seems that a Sidecar typically calls for specific preferences that were not considered in our interaction. Moreover, I witnessed a patron who spent considerable money at the bar being asked to leave as well. I believe your surveillance would have captured this situation, along with my compliment to your bartender about her dress. During our visit, my daughter, who is an employee of the Norfolk Police Department, mentioned that there should have been a late-night menu available since the bar was open and alcohol was being served, as per Virginia state law. Unfortunately, our waiter did not offer this option, raising concerns about the level of customer service we experienced. At that point we weren't asked to leave; rather, we were taken care of and had placed our orders. Regrettably, I found the shrimp that I ordered to be overcooked and lacking in quality. For your reference, my plates contained uneaten portions, as could be verified through your cameras. I did not take anything to go. It is also worth mentioning that a young man at our table was informed by a staff member he needed to have called in advance for a reservation, despite having been advised over the phone that it wouldn't be a problem to call on the day itself. This was quite confusing for us and was exacerbated by the initial rudeness of a staff member who had green hair. I appreciate your attention to these matters and look forward to your prompt response. I believe constructive feedback is essential for improving experiences for future guests.
Can you please provide insight into why your staff requested the group to "leave" or "move along"? Specifically, I would appreciate understanding what transpired to prompt this request from your team. Were there any specific actions taken by the group that may have contributed to this situation? Additionally, I would be interested to know if there is any video footage that illustrates the interaction leading to the request for the group to leave. The absence of such evidence raises concerns about potential discrimination against the group, and I believe it's important to address these issues transparently.
It was disheartening to observe that a nearby restaurant treated a group of customers exceptionally well while we faced service challenges during our visit. Our goal was to enjoy a pleasant evening with good food and drinks to celebrate a birthday, but we felt that these basic standards were not met. Despite this, I commend my friends for handling the situation with grace, and I am glad they chose to support "The Big Easy," a venue that genuinely appreciates its patrons. As a small business, it is vital to reflect on how customer interactions are managed, particularly in this digital age where social media can amplify feedback. Thank you for considering this perspective as you continue to cultivate your customer service approach.
Thank you for your attention to this matter. I look forward to your prompt response. read more