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I've been to Big Louie's several times. Arguably, I should have left a review before this one. Up until tonight, the service has always been excellent and the food has been good.
I just had an extremely negative experience at Big Louie's, which motivated me to write this review. It was closing time. I had been at the bar for a few hours. I had a glass of almost finished beer in front of me.
Out of nowhere, a man who I recognized as the doorman, who I had not even interacted with besides showing him my ID, came up to me from behind the bar and said, "Hey, buddy, I need you to finish your drink."
I was honestly pretty caught off guard, and a bit shell shocked by the urgency of it and peeved at the rudeness required to call a paying customer (and a grown adult) "buddy," in such a condescending tone of voice, as though he considered himself the adult in the room, talking down to a child. I responded and said, "Well, yeah, I intend to," and without missing a beat, he said, "Yeah, I mean I need you to pick up the pace," and then he immediately scurried off
Again, I was floored. And confused. And especially so, because there was a group of people also at the bar who had drinks and he had not said a single word to any of them about finishing their drinks.
I meant to talk to him about it, but he immediately disappeared and I never saw him afterwards.
I was able to speak to an actual bartender about it -- a woman who I have seen several times before and who has always given exemplary customer service, and who tonight did the right thing and gave an "all call" to the entire bar to finish our drinks-- and she was very apologetic for him. She said that he was only behind the bar for stocking, since they were closing, and he "wasn't used to" interacting with patrons, to which I questioned, "Well, why let him behind the bar, then? And if he must be behind the bar, why does he need to interact with customers?"
I pointed out to her that I was the only person who had received an admonishment from him. She was apologetic about that, as well...it turns out that a few of the other patrons were employees (cooks) but a few of the others were just regular guests, like me.
In my opinion, this entire interaction would have NEVER happened if somebody who was not trained in customer service and completely inept at it had not been permitted behind the bar and told to interact with the customers. This gentleman should have been in the role in which he was most comfortable (taking IDs at the door) and not put in a position where his flippant attitude might be off putting to patrons. The bartender seemed to know that he had a propensity for being terse and rude with customers, which tells me that he has done this before.
So why is he still allowed behind the bar in the first place? 🤔
I am not sure if I will be back to Big Louie's, because of this. I was a loyal customer before, but this was honestly a shocking and off putting experience for me.
If a manager or owner at Big Louie's would like to discuss this issue with me and try to find a resolution, I am willing to talk to them.
For now, I have to give them a 1 for customer service because of this, and would honestly give them a 0 if I could.