We were longtime customers of the Tin Can and, for years, it was one of our favorite places to eat…read more The food was consistently good, but what truly made the restaurant special was the staff and the level of service they provided. After ownership changed, we noticed many of those employees gradually left. At the time, we didn't think much of it, but after our recent experiences, it's clear that something has changed--and not for the better.
Tonight was our third visit since the ownership transition, and unfortunately it will be our last.
Each of those three visits involved the same server, and each visit included some form of "technical difficulties" with the ordering system. While technology issues can happen anywhere, what matters is how they're handled. Tonight, the handling of the situation was unacceptable.
When we arrived, two tables that sat down after us were served well before we were. Our server eventually informed us that the ordering system was down and that management required all orders to go through the system, despite it not functioning. She took our order on a fluorescent green notepad and told us they would have to do things "old school."
Within minutes, it appeared the system was back online. We waited patiently, assuming our order was being prepared. Meanwhile, the tables that arrived after us received their meals and were halfway through eating.
After we had been waiting for quite some time, our server approached us holding the same fluorescent notepad and casually stated that she wasn't sure what happened with our order. When we asked whether it had been entered, she replied that she didn't really know and that there was no way to tell if it had been missed. Rather than acknowledging that our order was likely lost, the explanation felt vague and dismissive.
When I asked what happened to the written order she had taken, she pulled a crumpled piece of paper from her apron and said she wasn't sure, adding that it didn't matter anyway.
At that point, we had been sitting for approximately an hour with no food. There was no genuine apology, no sense of urgency, and no ownership of the situation. The most frustrating part wasn't the lost order--it was the attitude. Mistakes happen in every restaurant. What customers remember is how those mistakes are handled.
As we prepared to leave, the response we received was, "Well, $hit happens... all the time."
That statement perfectly summarized our experience.
To make matters worse, friends of ours experienced nearly the exact same situation just weeks earlier. After waiting roughly 30 minutes for drinks and much longer for food that never arrived, they were also told there were "technical difficulties" and ultimately left without being served.
At this point, it's difficult to view this as an isolated incident. When the same problems occur repeatedly with the same server and the same explanations, it points to a larger issue involving accountability, training, customer service, or all three.
We understand that restaurants face challenges, especially under new ownership. However, customers deserve attentive service, honest communication, and a basic level of professionalism when things go wrong. Unfortunately, we experienced none of those things.
It's disappointing to see what was once a local favorite decline to this level. We sincerely hope ownership takes these concerns seriously and invests in improving service standards before more longtime customers decide, as we have, that it's simply not worth coming back.