Tonight I went to Luna for the first time ever. Many friends have told me that they have great food and a cool atmosphere so I figured I would give it a try.
They were not taking reservations but we're going on a "first come first serve" system. (No problem!) I decided to get there extra early in case they were busy.
So I got there at 5:45pm and put my name down for 4 people. I was told it was going to be 40 minutes. No biggie. Time passed, and before you know it, it was 6:50pm. I checked with the hostess to get an update on the wait. She checked her list (I saw it as well) and my name was NOT on it. This is the SAME hostess who took my name when I first arrived. She quickly scribbled my name down and said "umm, yeah there's a lot of tables leaving so you'll be next." I said "okay", and continued to wait.
6 other groups of 4 and more were then given tables and I was still waiting. I checked AGAIN, and the hostess said "you're next on the list". I asked "like for real? Because I've been waiting since 5:45pm" (at this point it was 7:30pm. She said "yes! For sure! You're next." I said "okay, thank you", and AGAIN continued to wait. Then, about 5 minutes later, a woman came up to me and said (in a VERY rude and aggressive tone), "I'm the manager, what can I do for you?" I was slightly confused and said, "well I'm waiting for a table". She continued to say, "well unfortunately I just put the kitchen on hold because they're so backed up, so we're not seating anyone until they're caught up. THAT is why we're not seating you."
Again, confused, I said, "Oh? Actually, the hostess forgot to put my name down originally which is the real reason why it's taken so long. I've been here since 5:30pm."
She responded and said, "the hostesses aren't taking ANY names, actually. It's a first come first serve system."
SO confused, I said, "right....then why did they take my name if they're 'not taking names'?"
She proceeded to tell me that the kitchen was on hold and there's nothing she could do about it. The ENTIRE time I never once raised my voice or ANYTHING of that regard (that is NOT my style, even when I receive the absolute WORST customer service. It's FOOD for God's sake. I wouldn't yell at someone about food.)
She kept challenging me and saying, "well idk why you want me to do! I'm just telling you what's happening."
I said, "okay, thank you for telling me."
She kept repeating herself saying, "you're not getting a table, the kitchen is on hold. I don't know what to tell you!"
Again, I said, "okay. Thanks for letting me know."
She then said, "yeah so if you want anyone to yell at, you can yell at me NOT my hostess staff."
I was like WHOOOAAAA, excuse me???
I never yelled at anyone.
My friends even stepped in and said, "whoa! She's not yelling at you. That's incredibly rude."
She said, "yeah well I'm just saying, be mad at me if you wanna be mad."
I was in SHOCK.
The blatant rudeness and guns-blazing attitude from this "manager" was INCREDIBLY shocking and honestly quite offensive.
One of the friends I was with actually owns a restaurant downtown as well and he said, "if I had ANYONE on my staff who spoke to customers like that, they wouldn't have a job."
This was an incredibly poor representation of a local business. I will 100% not be returning, and unfortunately can't give you a review of the food because I didn't make it past the dysfunctional and frazzled hostesses and incredibly aggressive "manager".
I wish I could give zero stars after that insulting experience.
***in response to the owners "apology" below***
I DID reach out. I left a comment on Luna's Cinco De Mayo post an Instagram, in which was immediately deleted, and I was immediately blocked by Luna.
VERY professional.
But thanks for the effort.
If you don't want people "bashing" your business, then try taking accountability for your staff's actions instead of deflecting and making excuses.
The only other person who left a bad review (or as you like to call it "bashing") was another person who was with me and who witnessed the aggressive exchange.
Every other restaurant in the city is dealing with the same crisis that Luna is. I understand it's been one heck of a year for restaurants and other small businesses, but that is no excuse for that kind of unprofessional behavior.
Thanks for your response.. read more