Let me start by saying, if you are looking for food reviews, please read the other reviews here. I did not get a chance to sample the food: the customer service was that horrid.This restaurant may have the finest food in all of Nashville, but I will never know since I'll never return.
We and some friends had a reservation for 8PM on a Friday night. Being restaurant week, we expected it to be busy, hence the reservation. Our friends arrived shortly before 8PM, we arrived at 8:03 PM and while I parked the car, I guess I expected to be seated when I entered the door. Unfortunately, we had not been seated. So, we "sat" awkwardly on the 4 stools adjacent to the bar. The whole restaurant is a bit cramped ("cozy" if you prefer that adjective). We decided on a cocktail in preparation for our meal. We all sat patiently while servers brushed past us serving other customers, including a large party in the center of the room that clearly had been there for some time (and, insisted on independent bills).
Some time had passed, and I happened to look at my watch. I was 8:30, and I recall thinking: "should I get another glass of wine, or wait for dinner?" You see, I was forced to have this internal dialogue since NO-ONE had come up to us to inform us of how long we might be waiting. I finished my wine at 8:40 and thought to myself: "Surely, they'll be seating us now." When 8:50 rolled around, I had had enough, but was I still pleasant. At about this time, our friends became anxious as they saw that several tables had cleared up, including the large party. They moved to the Hostess' area to remind her that we still had not been seated, and had been waiting over an hour. Now, I am not sure when they had arrived or when their reservation was, but the Hostess immediately seated a couple at a 4-seat table. Meanwhile, we continued waiting for a table. At this point, I determined that this establishment did not value its customers, and did not deserve our patronage. At what point do you afford yourself some self-respect and draw a line? While I was not privy to the conversation between our friends and the Hostess/Seater/Waitress, no information was relayed to us (by wait staff or our friends) about what our wait time looked like. I decided that 1 hour was plenty enough time to either 1) seat your patrons, or 2) advise them of the situation and offer some sort of compensation/consolation. Some sort of appraisement within 45 minutes would have been the bare minimum I would expect, especially considering that we came with reservations.
When the clock struck nine, I decided it was time to leave, even though they were readying a table for us. As one might expect, this presented a problem for my significant other, who was looking forward to a meal out with her friends. So, I'm the bad guy whether I a) leave the place due to terrible customer service, or b) suffer through dinner in a clearly agitated state. I chose option #1. At least in that instance, I'd retain a modicum of dignity.
As one might expect, this led to a parking lot discussion with my significant other. We both agreed that the establishment did not deserve our patronage, but that I should inform our friends of our decision. I also took it upon myself to point out our frustration to the staff.
Upon reentering the building, I encountered who I presumed to be the Hostess/Seater/whathaveyou based on the "crazy" fact that she had been seating people all night and had a pile of menus in her hands. Here is a general synopsis of the conversation with the Sorority-Girl Seater/Waitress/Server/etc.
Me: "Thank you for ruining what might have been an enjoyable evening."
Sorrority Girl: "I personally ruined your evening? Excuse me? (rolling eyes).
Me: "Do you not organize the reservations?"
Sorority-Girl: "Umm, I just happened to be here."
Me: "Well, we waited for an hour to be seated and we came with a reservation."
Sorority Girl: "Well, your friends were here at 8:00, you were not." (rolls eyes in head one last time).
Me: "Would that have made a difference?"
Sorority Girl: No response, rolls eyes in head.
At this point, I should remind the reader that we arrived 2-3 minutes after the reservation, and that our friend had arrived 5-10 minutes before the reservation. I'm not sure I've ever encountered a restaurant that will void your reservation because only 3 out of 4 of your party have arrived at the moment of the reservation. Not that it would have made a difference, as the entire place was packed and the large party had already been there for 2 hours (as noted by the Ass. Manager later on).
I had reached the boiling point with the arrogance, condescension, and rudeness. We had sat quietly without comment for an entire hour waiting for our reservation. We had received no concern or consolation about our situation from any of the staff members, or any indication that we would. At this point, we were just a table of suckers who had waited an hour. read more