Erika L.
Yelp
I just got back from one of the worst dining experiences. I've had in a good couple of years. Actually, I'm sad that it was such a miserable experience because I really like the ambience and the menu was terrific.
It is New Year's Day. When we got there, our server told us that they were pretty slammed and that we could anticipate waiting 20 to 25 minutes for our food. No problem, we all understand that's the way things go sometime. I laughingly said, "no problem on thewait, but you can get a coffee poured for me really quickly, right?" She said not a problem. I didn't see her again for another minutes... not to bring me the coffee,, not to take our order to get it into the kitchen that was already behind.
Believe it or not, the restaurant wasn't actually that busy. Perhaps room service was and it was causing a delay in the kitchen, but that had little to do with the servers. Considering they were well aware that the kitchen was running slow. It would've been nice with them to check back from time to time during the really long wait for our food. Nothing. No coffee, refills, although I asked for cream and sugar with my coffee, she didn't bring the sugar. No refills on the water, no smiles with some sort of, " hey thank you for your patience. Hopefully it won't be too much longer." no nothing.
When the food came, we asked for ketchup, salt, and they forgot to bring toast for our friend's breakfast. We asked for the salt and ketchup right away, neither of them never came to the table. Once we started eating, Rob asked the server for the toast. She said it would be right up. We finished our breakfast, no salt, no ketchup, and no toast. As Rob was taking his last bite of food, the server walked by and said, "You didn't get your toast?" he said no. Her response? She said, "Oh." no apology, no, "let me check on that," just "Oh" before she walked away. We sat and waited a few minutes more to see if she would actually bring the toast. Of course she never did.
The place was a disaster. Lots of guests around us were super pissed off and I don't have the sense anybody was angry because the kitchen was running slow. The problem was the absolute lack of hospitality or customer service showed by the servers. It was absolutely ridiculous.
I had friends come in from LA just to go to brunch with us, and frankly, I was embarrassed to have had them drive 2 1/2 hours for this horrible experience.
It's a shame that this experience was so disgraceful because the ambience was great, the menu had terrific and interesting items, and the food was good. Having a slow kitchen, or having somebody on the kitchen staff call out on a holiday is a temporary condition. Bad customer service is something altogether different. That problem isn't going to be gone in the morning. I do want to reiterate, my complaint is not because the kitchen was backed up, I completely understand that, my complaint is about the utter of lack of regard the staff showed us.
The guy behind us went off on the manager and said, " this meal is on you." I thought he was pretty breast and aggressive, but I have to say, I don't think he was wrong to suggest that management pick up of the meal. That's how bad the service from our server was. In hindsight, we should've demanded the same.
I can't say that we will never go back, but it will be a long long time before I try it again; long enough that maybe they will have either train the staff they have, or they have new staff in the restaurant.
UPDATE: so I got the obligatory "We're sorry" message. I got the message both here and as a private message. I responded to the private message, got no response; not from the person who responded here, not from the restaurant manager. I can't say I'm surprised, a complete lack of concern other than an obligatory, "our kitchen is running behind," or "I'm sorry," seems to be about all they can muster. A hollow apology isn't worth much.