If you're looking for a place to make memories then you'll want to read this review.
I promised my wife I would wait a few weeks before writing this review to ensure that my feelings were genuine and that my writing wouldn't be influenced by the emotions of the moment. My son was graduating from Duke University this past May and so I began the search for a restaurant that would provide a dining experience that would provide delicious cuisine in a classy environment. I though I had found just that when I made a reservation at Metro 8. We had a 6:45 reservation and I dropped off the rest of my party including my wife, three children, and my 78 year old mother while I searched for a parking spot. I entered the restaurant and a quick survey of the candlelit tables gave me reassurance, but that only lasted for a moment. The rest is a shortened account but it contains the vital points.
I was escorted by the hosted through the restaurant past the candlelit tables and right out the back door. I spotted my family who had been seated in a makeshift dining room, a tarp covered deck, folding chairs and cafeteria style tables whose coverings were being blown by the many fans to help cool off the 90 degree evening. "Hmm" I thought and was sure this was temporary as our table inside wasn't ready yet? Wrong, this is how the owner had decided to increase their capacity in order to take advantage of the graduation weekend crowd. Oh but it gets worse.
I had almost resolved myself to the situation - hot, fan blown, noisy with no intimacy or class for this special occasion when to our surprise another set of double doors opened and from a private function room out spilled approximately 100 more dinners that had reserved the back porch for a private function. So here I sit with my children, wife ,and mother in the middle of a very loud, crowded, and hot cocktail party with people we didn't know. I expressed my concern to the waiter, who by the way understood and agreed and who was able to get the manager's attention. The manager was very apologetic however her solution was not to find us different seating but instead to make things "more funny" was to provide us with a round of "shots." Hmm ... shots for my 17 year old, 19 year old, and my 78 year old mother. I declined her offer and requested that she find us accommodations inside. After a good 20 minutes following this request we didn't see a waiter or the manager so my wife went inside as she could see my frustration. By now the group was very loud and my mother had been bumped several times and we couldn't even carry on a conversation so I also went inside only to see my wife speaking to the manager in the main dining area with several empty tables. I have to admit I lost it and I proceeded to tell the manager that over the past hour and a half that she had managed to take from us a very special evening and walked out.
It was only after a lot of convincing from my youngest son that I went back in to the restaurant. Upon entering the manager glared at me and refused to speak to me, which was fine since at this point my main focus was to salvage the evening. Our second server was fantastic! She offered a sincere apology and was appalled by the events and was very attentive. The food was ok to good but then again I was very hungry as now it was approaching 9:00.
Bottom line, yes the evening was memorable. These are my memories; frustration, disappointment, disrespected, and cheated. And to top off the manager's total disregard, not so much as even an apology, but I found out a week later that the manager's comment to my son "we were lucky that she even aloud us to eat there." I personally would have comp'd the meal, given a discount but I didn't even get a "sorry."
As a professional who specializes in customer service I have often said in trainings "the customer's not always right because maybe they aren't the right customers." I am definitely not the right customer for Metro 8 since I expected reservations to be honored - by the way Metro 8's policy is to hold your reservation with a credit card and charge you if you cancel a reservation within 24 hours, I expect to be seated in doors with the same accommodations as other diners, and I expect to be treated with courtesy and not offered alcoholic "shots" as a bribe for the lack of all of the before mentioned. Food for thought ... here are mine, Yuck! read more