The food at Masala Art is good, and that's why it breaks my heart to have to say I'll probably never be stepping foot into this restaurant ever again.
When dining out at any restaurant, it's common to occasionally encounter lackluster customer service, but what I experienced at Masala Art last night was by far the WORST customer experience I've *ever* experienced, and it was on the part of the Manager (who should absolutely know better than to treat customers poorly).
Our waiter was great, and I told him so. Our food was good. Ambiance was nice, until the Manager made a beeline for our table to aggressively tell us to hurry up and get out, because they overbooked and didn't have enough tables for their scheduled reservations.
Here's how it went down: a friend and I met at Masala Art at 6:30pm. We did not have reservations, but were seated immediately and given menus. It had been a hard day for both of us so we were looking forward to chatting and relaxing with a nice meal at the end of a hard week.
We ordered a round of drinks, an appetizer, and our entrées. The appetizer took a while to come out, but we were chatting and sipping cocktails so we didn't mind. The appetizer arrived and though for some reason there was a random (Ritz-like?) cracker in it that wasn't supposed to be there, we giggled about it, brushed it aside, and kept eating.
We kept on chatting and sipping our drinks while we waited quite a long time for our entrées to come out. Again, we didn't mind. We weren't in a rush, plus we knew that things get super busy on a Friday night.
Our entrées finally arrived, and we ordered another round of drinks. My friend had a chicken/cashew sauce dish that was good, and I had the malai kofta (cottage cheese balls with diced prunes). We ate, our table was cleared, and the waiter came back to give us dessert menus.
My friend and I were looking at the dessert menus and chatting, and still had half of our second round of drinks left. At that point, the manager comes over and says "Are you ordering dessert?" We said we hadn't decided yet (we had had the menus for about 5 minutes and still had half of our drinks left) and he outright told us "Well we gave you this table without a reservation, and now we need you to leave because we can't seat our guests who did make reservations."
Uh.....what?
Start to finish, our entire dining experience lasted a not atypical 2 hours total, and it was only *that* long because the restaurant itself took so long bringing out our orders. We had spent quite a bit of money there that night for two people, with an appetizer, two entrées and two rounds of drinks (the place isn't cheap, mind you).
I responded to the Manager by saying "Wow. That's really impolite." And he responded with "Sorry, but I need this table." Uh, ok. So #sorrynotsorry is what I"m feeling here.
I then told him that I didn't appreciate being rushed out of the restaurant, and I'd be following up with a negative review. He then said "Do whatever you want, I don't care." Just, you know....get out.
Thanks, sir. Way to make your customers feel welcome, especially after handing you a decent sum of money for the evening.
We declined dessert but did finish the drinks we had ordered. Then we left, but not before I approached the manager again to tell him how inappropriately, aggressively and impolitely he had treated us that evening. He then said "I apologized. Do you accept my apology?" I said "No, because right after you apologized you were rude to me again; how sorry could you have actually been?" He then said "I am sorry. We just had a rush and I was trying to make room for customers with reservations. Next time you're here, we'll give you a glass of champagne on us."
I left less heated after this exchange, but Masala Art has left a bad taste in my mouth, and I hesitate now to recommend it or ever go again. Because here's the thing:
1) If their staff had told us *WHEN THEY SEATED US* that we only had a certain amount of time to eat there because reservations were coming in, they would have adjusted our expectations as customers from the beginning and this whole unpleasant scene would have been avoided.
2) There's a nice way and a flat-out rude and disrespectful way to tell your customer that you need their table. Unfortunately, the Masala Art Manager's knee-jerk reaction is to tell you in a disrespectful and least professional way possible. If they simply explained that they overbooked themselves and sincerely apologized, we would have understood and helped them out.
3) The Manager did, in fairness, eventually give a better apology. But only after I approached him; he never proactively approached us to make things better.
So in sum: if going with Masala Art, I guess just go with their delivery? We left feeling disrespected, and will not be supporting them in any way going forward. read more