Well, this sucks... I hate to have to do this because the food here has always been good, but today we had a HORRIBLE experience and it needs to be called out.
We walked in a bit after 1pm and sat outside, which is what we usually do when we come here. They quickly brought us water and menus, and soon took our order. Everything was fine.... Until I noticed that the table diagonal to us (who came in AFTER us) was being served their food, yet we still didn't have anything on our table.... **For context, my husband and I each ordered a panini as well as one order of truffle fries to share. This couple appeared to have only ordered one panini that they split, so I wasn't too alarmed....yet. I was server for 8+ years so I know that sometimes smaller orders get brought out first as they're quicker to finish.
HOWEVER, shortly after this I noticed that the table next to them (who also came in after us, and even after that first table I mentioned) got their order... They ordered FOUR dishes and all of them were delivered to them next. What is going on??? Why do we still not have anything on our table?
At this point, I'm super starving and we've already been sitting here for 30 minutes. I'm not happy. I walk inside and up to the counter, looking for management so I can see what's going on. This is when I was informed that "the manager isn't here". Uhm, what?? So next I literally asked, "okay so what's taking so long for our food to come out? Why do the other tables have their food and not us?" I was told that they would ask my server and try to figure it out.
I'm hangry and VERY not happy at this point.
As soon as I sit back down, the fries and my panini are brought to our table (the fries were cold, by the way), but my husband's panini is still nowhere to be found. Some other server brought it out, so she quickly ran off as it wasn't her responsibility to look after us. After waiting 5+ more minutes with my husband's panini still nowhere in sight, I flagged down our server and asked where it was. She responded by saying "it should be out soon, let me go check".
Within about 2 minutes, she brings it out and apologizes for the delay then quickly walks away.
Here's the thing: I specifically asked what was taking so long, and I never got an answer. No, "I'm so sorry, I forgot to put in your order, let me get the kitchen to rush it out". No, "they accidentally made it with chorizo instead of the potatoes that you subbed since you don't eat meat, so they're having to make a fresh one. So sorry about that!" NOTHING.
As I mentioned earlier, I used to be a server. I GET IT! Mistakes happen, but be adult enough to own up to them. Had our server owned up to a mistake and offered to try to make it better, I wouldn't have been so angry nor would I be writing a 2-star review right now because I've definitely made my fair share of mistakes as a server back in my day. I'm very understanding and empathetic.
But instead, all that was communicated to us was a quick "I'm sorry" along with a "pity brownie" that was given to us with the check, which we immediately asked for once we finally received my husband's panini. We don't eat excess sugar like that, so we left the brownie on the table as it was a poor way to try to make up for this awful experience.
Note to management: why are you leaving your staff unattended without someone to guide them when something goes wrong??? I know that they were doing the best they could to rectify the situation, but I would've much rather been ASKED what could be done to make my experience better than to just have a pity brownie that I don't eat tossed at me. What if I was allergic to chocolate? What if I'm gluten intolerant and can't eat the brownie?
Regardless, it's really not fair to your staff to be put in a situation where they don't have the authority to better fix a mistake that then leads to a bad experience.
The only reason this review is 2-stars is because the food is actually good, which is why this experience really, really sucks. We used to like coming here, but we're NOT planning to come back after today.
To those reading this, if you don't mind dealing with bad service, you can still give this place a try. Otherwise, if you prefer to be respected when you go out to eat, steer clear. read more