Formal Complaint Regarding Unprofessional and Aggressive Conduct by Manager…read more
I am writing to formally bring to your attention an extremely concerning experience my family and I had at your restaurant on [08/30/2025]. We had a reservation for a party of seven, and what should have been an enjoyable evening was overshadowed by poor service, unprofessional behavior, and, most importantly, extremely aggressive conduct by the manager on duty.
Summary of Issues Experienced
* Two members of our party ordered sodas, which were incorrect, so they chose to drink water instead.
* One member ordered chicken noodle soup but was served only broth with no noodles or chicken.
* Another member ordered a flatbread pepperoni pizza, which arrived missing a slice in the center. In place of the missing slice, two crackers with sauce and cheese had been placed on the pizza without explanation.
When we brought these issues to our waitress's attention, her responses were dismissive and unhelpful. For example, when notified about the soup and pizza, she simply said "ok?" or "is there anything else?" before walking away without addressing the situation.
Interaction with the Manager
At the end of our meal, we politely requested to speak with the manager to discuss these concerns and understand what had happened with our food. Instead, the waitress returned and said she had removed the chicken noodle soup and pizza from our bill, which we appreciated, but this was not our request -- we wanted clarification, not compensation.
When the manager finally came to our table, he approached aggressively and loudly stated, "WHAT DO YOU WANT? I ALREADY TOOK THIS OFF THE BILL!" We attempted to calmly explain and show him the pizza, but he picked it up with his bare hands, threw it onto the table, and yelled, "TWO PIECES OF PIZZA FELL ON THE FLOOR, SO THEY PUT CRACKERS THERE TO MAKE UP FOR IT!" At no point had this been explained beforehand, and he did not offer to remake or replace the pizza.
Escalation at the Front Counter
Feeling uncomfortable, we decided to pay our bill and leave. However, when we went to the front counter, we overheard staff discussing our family inappropriately. Moments later, the manager came toward us almost running, loudly asking, "WHAT'S THE PROBLEM NOW?!"
As a young woman, I felt threatened and unsafe due to his intimidating tone and proximity. My family tried to de-escalate, but the manager became increasingly hostile, yelling at us to "get out" or he would "call the police." When we asked for his name, he refused to provide it, and when we requested to speak with the owner, he continued yelling and ordered us to leave.
Why I Am Reaching Out
This experience left my family and me shaken. The aggressive and unprofessional behavior of the manager, coupled with the mishandling of our food and the overall poor service, was entirely unacceptable. At several points during the encounter, it felt as though the situation could have escalated physically, which is deeply concerning for any guest in your establishment.
I am respectfully requesting the following:
1. A formal review of this incident and the conduct of the manager and staff involved.
2. Clarification on your policies regarding food handling, guest safety, and customer service.
3. A direct response from ownership or corporate leadership regarding how this situation will be addressed.
Our intention in raising these concerns is not only to resolve our personal experience but also to ensure that future guests are treated with professionalism, respect, and courtesy.
