Shawn Kim
Google
Came here for a birthday dinner, Christmas Eve. Overall, food was great (better than good but not excellent).
Decor and ambiance excellent.
Having said that, the night was ruined by poor service.
Ordered Duvel, after 37 mins, server came and told me that Satis has it, they are just getting it from their basement. 25 minutes pass, bartender comes with a sample beer and offers a sub. No one came for another 12 minutes to take the substitute drink order, I would imagine if I waited an hour for a drink, you would wait for me to make a decision, but no. Waiter no where… wait no, I know where he is, at the table right next to me, but doesn’t bother to ask if we need anything (this would repeat throughout the night).
At this point, apps are done. Sitting at the table, thumbs twiddling, no one has any water, no drinks, no food and no waiter for about 30 mins. Wondering if we are at a restaurant or at a park at a table?
Meanwhile, empty water glass sat on the table while the server is chatting up a storm at the next table for 15 minutes, while I have my hands up like a kid in an Asian classroom. Maybe he wants to check on me for my beer? Nope, not even on the radar. At this point, better to sing Mr. cellophane from the musical Chicago.
Manager comes by and offers an apology and promises more attentive service because she agreed that this was not acceptable (that a drink should not take more than an hour). Ok, good, mistakes can happen. Willing to let it go. But boy, was I wrong.
Another 40 minutes pass and we ask our waiter if he can check on the entree, he responded, “we have the state of the art POS system to get you the freshest and hottest entry, we got you”. Another 20 minutes passes, we track someone else down, will check on it.
The rest of the restaurant has been served at this point. Takes another 10 minutes to get our entrees and my salmon was lukewarm (as if it’s been sitting in the window for a while), at this point no longer in the mood to eat. Night ruined purely because I am now disturbed by how bad the service is.
Manager came by after and offered a gift card and an apology but at this point, can’t make up for the ruined night. Everyone at the table now just looking at me (yes it was my birthday) and can’t say anything because they see that I’m visibly upset, all because of the bad service.
Clueless waiter asks if we want dessert, and of course, immediately after saying that, he goes missing. We ask another waiter to explain the desserts, he says, “cookie is a cookie, cake is a cake” and leaves annoyed.
Oh ok… I’m sorry for bothering you and ruining your night?!?! Capping probably one of the worst service experience in my life, definitely hit the worst customer service trifecta. I wasn’t expecting it from a reputable establishment.
Again, to be fair, food was great and excellent ambiance. But service, definitely needs a complete overhaul if what I experienced is the norm and I am hoping it isn’t, contemplated for a long time on whether to leave a tip or not, but left 18% since it was the holiday.
Am I willing to give it another try? Not sure. This really was an epitome of service ruining what would have been otherwise an excellent dining experience.
Ps. The staff that came to us with a beanie that was left, thank you, that was the lone positive from service standpoint that night.
