I don't normally write reviews because I usually overlook minor issues. Mistakes happen, especially…read moreduring busy times. What matters most to me is how they're handled. A sincere apology and a willingness to make things right usually ends the conversation. Unfortunately, this experience deserves a "PLEASE BEWARE."
When we arrived, we were greeted promptly, and the host seated us at a high-top table near the bar. We asked if we could move to another table, and he accommodated us without hesitation, which we appreciated. However, the new table had just been wiped down and was still soaking wet--so wet that our cloth napkins became damp from sitting on it. We had to ask someone to come dry the table before we could settle in.
When it was time to order, we learned that several menu items were unavailable. Over a holiday weekend, that's understandable. What wasn't understandable was our server's response. Instead of simply apologizing, he became defensive, explaining that it was the Fourth of July, they had been busy, and one of the unavailable items was one of their staples. His tone came across as if we were inconveniencing him by asking a reasonable question. Sensing the interaction was heading in the wrong direction, I asked for his name and thanked him in an effort to ease the tension.
When our food arrived, one of the side dishes was incorrect. We informed the food runner, who immediately apologized and brought the correct item. That's exactly how customer service should work--acknowledge the mistake, apologize, and fix it. No issue there.
After we finished eating, our server cleared only one tray from the table, leaving the other. He then brought the check, but half of the receipt was wet. At that point, we just looked at each other. It was another example of poor attention to detail. Another employee walked by, and we asked if we paid at the register. She offered to take the payment herself, which we appreciated. By then, all we wanted to do was pay and leave.
As she took the check & card for payment, she asked how everything was. We hesitated and simply said, "It was okay." She asked again and once again; We hesitated and simply said, "It was okay." She asked yet again and said that if there was a problem, she was the person to tell. Based on her tone and body language, however, it felt more confrontational than welcoming.
The person paying explained our concerns:
Several menu items were unavailable.
One side dish came out incorrectly.
The receipt was delivered soaking wet.
Unfortunately, every concern was met with an excuse rather than an apology.
For the unavailable menu items, we were told they had been busy and there were other things on the menu.
For the incorrect side, the response was that the kitchen was busy and they could have just swapped it.
For the wet receipt, we were told it could have gotten wet in the back or from the table, followed by, "Do you want us to print another one?"
At no point did we receive a genuine, "I'm sorry."
That's what made this experience so disappointing. Every issue by itself was minor. The problem wasn't the mistakes--it was the dismissive attitude and complete lack of accountability. Customer service isn't about never making mistakes; it's about how you respond when they happen.
If you're going to encourage customers to share their concerns, be prepared to actually listen instead of becoming defensive. We could have quietly paid our bill and left. Instead, the interaction convinced me to write this review because the service felt dismissive, unapologetic, and unprofessional--especially if the person responding to our concerns was, in fact, the manager.