Nicole S.
Yelp
We went here tonight for my cousin's graduation. Terrible customer service. I spoke to the manager/owner, Pedro, not really customer friendly.
6:00pm reservation for a party of 26. Only water the first half hour (half of our table didn't even get water until we flagged someone down), bread at one end of the table & bread at the other end... nothing for the guests in between, orders didn't get taken until at least 45 minutes. Food came slowly... I understand, 26 orders is alot. At least five orders were missing & the staff didn't notice it. No one came to our table so our party waited & their food was getting cold until our waitress came back up & we let her know. It had become beyond frustrating at this point & I went down to talk to the manager.
I talked to him to the side of the bar because like I told him, I get it. I wasn't there to cause a scene or yell. We've all done customer service, this was poor & not only disappointing but my cousin felt bad because of the experience we were having & this should've been her day. Pedro, kept interrupting me... explained they were short staffed, told me that upstairs where we reserved to sit only really accommodated 18 not 26. That explains the small wooden table pushed against the dining tables. That's on him, if the private space wasn't adequate it should've been explained, don't commit to something you can't do. Then he told me they almost didn't open today... excuse after excuse. I said I've been a supervisor/manager for 20 years & this is poor customer service. Had he supported his staff or communicated to us we would've understood. Even earlier, we told the waiter who helped the waitress with water, we don't mind if you just bring us pitchers so we can help ourselves & help them. I told him his staff was great & working hard, but it's staffing your business, training, & communication. Again,excuse after excuse.
When the last plates were getting served my other cousin went to talk to him... since this is the first time Pedro actually helped & brought some plates up himself. I asked them to talk away from the table & we went to the corner. My cousin continued to explain his concerns & again excuses, I reiterated that we would have been understanding because we've all been there. Pedro then asked if I thought I could do a better job. Absolutely Pedro!
We made sure the tip went to the appropriate staff members. Thanks to our main waitress & the other girl and guy who helped. I never once heard Pedro say he was sorry or take responsibility for anything, that's not how your run a business. And staff, if he doesn't support you (we also hope he didn't blame you all)... find a place that will.
The food was good, the place is nice looking, but you can find other places that have this & good customer service for an overall great experience.