We visited to celebrate my birthday, and unfortunately the evening got off to a less-than-stellar…read morestart. Our server checked my ID when I ordered a drink, which was perfectly fine, but didn't even acknowledge that it was my birthday. Not a huge issue, but it would have been a nice touch.
Service was also inconsistent. My mom's Diet Pepsi was forgotten when our drinks were brought out, although the server did bring water for the table, which I appreciated.
The appetizer was delicious and was honestly the highlight of the meal. Unfortunately, my entrée was where things went downhill. I ordered the twin filets cooked medium, but both arrived very well done. I mentioned it to our server, who took them back for a remake. When the replacement came out, it was served on a piece of lettuce for presentation, but the steaks were still not cooked correctly. One was medium rare, which I was willing to accept at that point, but the other was once again well done.
I brought it to the server's attention a second time, and I was told a manager would be stopping by our table. That never happened. Instead, the entrée was simply removed from the bill. While I appreciate not being charged for a meal that wasn't prepared correctly, I was disappointed that no one came to speak with me or offered an alternative entrée so I could actually have dinner.
The impression I was left with was, "We'll take it off the bill and move on," rather than making an effort to fix the situation. It's unfortunate because the two guests dining with me thoroughly enjoyed their meals.
Sadly, I ended up leaving hungry on my own birthday. That's not the experience I was hoping for, and it's why I can't recommend Dockside Bar & Grill based on this visit.
To make matters worse, after sharing my experience in a comment on the restaurant's Facebook page, my comment was deleted and I was blocked from their business page. Rather than addressing customer concerns or attempting to resolve issues, they chose to silence feedback. In my opinion, that's not good business practice and only added to my disappointment with the overall experience. Constructive criticism should be an opportunity to improve, not something to hide from potential customers.
EDIT TO ADD AFTER MANAGEMENT RESPONSE:
If you truly wanted to take full ownership of the situation, then either you or a member of your management team would have come to my table last night to speak with me, as our server advised would happen. Simply removing an item from the bill does not constitute fully taking ownership of what you referred to as a "human mistake."
As for being blocked from your Facebook page, that's fine. Based on both my experience at your restaurant and your response afterward, I have no intention of returning. What is particularly disappointing is that after I posted my initial comment about my experience, no one from management attempted to contact me privately. You could have easily sent a Facebook message to discuss what happened and address my concerns. Instead, my comment was deleted and I was blocked from your business page.
Your handling of customer feedback demonstrates a lack of hospitality and professionalism. Had there been better communication when the issue occurred, I likely would not have felt compelled to leave a negative review in the first place. The problem was never just the food or the mistake itself--it was how the situation was handled afterward.
I can now better understand why other reviewers have commented on management's reactions to criticism. Word-of-mouth remains one of the most powerful forms of advertising. Unfortunately, negative experiences and poor customer service tend to spread much faster than positive ones.
Since you chose to remove my feedback, block me from your page, fail to follow up after I had already attempted to address the issue while still in your establishment, and suggest that simply taking an item off the bill was "taking ownership," I will be sharing my experience with others and recommending that they think twice before choosing your "on the water" dining experience.
You asked why I wouldn't call you to discuss making things right. The answer is simple: you had the opportunity to do that last night. I was already there, willing to discuss the issue, and was told that management would speak with me. That conversation never happened.
