Food - good. Atmosphere - good. Service / Management - odd.
What an incredibly weird experience! My colleagues and I decided to come here to catch up with dinner and drinks. We met on a Thursday evening around 6:30pm. There were a group of six of us, so we lined up at the counter, ordered and paid individually, and the cashier and staff was very accommodating and cleared a table for us immediately. We were off to a great start!
For my order, I chose the following:
- Shrimp corn chowder: when I asked the cashier if this "was good", she rolled her eyes back and made a very reassuring face. This really is SOOO good, full of flavor and a bit of heat - very delicious!
- Fried chicken taco: also based on the cashier's recommendation and this was much, much better than I expected for something so simple. The flavor is a bit band, but the chicken and breading is outstanding! Crispy, hot, delicious!
- Cheese dip (more on that later)
- Westside Margarita
Our food came out pretty quickly and like I mentioned above, everything was very delicious. We enjoyed the food, our margaritas and the casual setting on their enclosed patio.
Here's where things get wonky: After our food was delivered, I informed the food runner that we were missing one cheese dip (two had been delivered, but three of us ordered cheese dip for the table). The food runner then informs me there was already cheese dip and I let him know that yes, there were two cheese dips delivered to us, but we are missing one more. He then starts questioning who at the table ordered cheese dip and after I explained I had one of them, he told me what I received on my plate was Shrimp Chowder, not cheese dip. Once again, I reiterated that yes, I am aware and that I ordered both cheese dip AND shrimp chowder. The situation continues to get odd as we were all requested to show our individual receipts to prove we paid for three cheese dips. A couple of my colleagues pulled out their receipts but informed the staff this is useless as the receipts are not itemized.
The food runner then walks away and calls over [who I assume to be] the manager. We explain the situation. The manager comes back over and speaks with one end of our table. He tells them he suspects the cashier did not hear the third order of cheese dip. He brings over a receipt that itemized everyone's order at the table to prove that yes, he was indeed correct and we did not pay for a third cheese dip. Unbeknownst to the other half of the table at the time, he also brings over a new bill for one cheese dip as well as the actual cheese dip. He sets the cheese dip down at the other end of the table (the end he did not speak with) and we are all thinking cool, resolved. Roughly a couple of hours later, as we've finished our meals, he comes back and asks us to settle up on the cheese dip. As you can imagine, the people who he didn't address in his initial conversation were pretty shocked at the ask and ultimately, the entire group was put off by this experience.
Look, we all do pretty well so a $5 cheese dip isn't worth fighting about. We shouldn't be asked to pull our receipts to prove we actually paid for the item when those receipts aren't even itemized to show what we actually paid for. Management admitted it could be that the cashier didn't hear one of our orders correctly; why is this the fault of the customer? What if this were the other way around and the customer paid for more than what he/she ordered and would never know because receipts aren't itemized? Furthermore, I've spent the majority of my life in the industry and now I'm in operations management - I wish management here had enough forethought to question if a $5 cheese dip is worth souring the customer experience of 6 patrons. read more