Michelle T.
Yelp
To preface this review: the one star is purely for my experience and not for the food. The food, in my opinion, is a solid 4 star review.
My mom had made reservations for dinner on the 21st at 6:30pm, which was New Years Eve for the Lunar New Year. She made this reservation a month in advance and confirmed it a week before. 4 of us arrived at roughly 6:15pm and I checked in with two ladies at the bar, since no one was at the hostess stand. Here's how that convo went -
Employee 1: They've got a reservation, they're table 9
Employee 2: We just sat someone at 9
Employee 3: 10 is paying now, we can put them there
Employee 1: Ok, put them at 10.
Employee 1 to me: It's going to be a few minutes, they've got to clean the table
Me: Ok, no problem.
At around 6:25pm, my mom thinks it's weird it's taking so long, so she goes to ask them. They tell us they "called our table" but no one answered, so they gave our table away. At 6:25pm. 5 minutes before our reservation time. Several employees instantly went on the offensive, tried telling us that they "called you at the front" and that we were late for our reservation so they had to give our table away. It was not even 6:30pm yet at this point.
Kudos to one of the waitresses who was really trying to help us out and was very apologetic. But seriously SHAME on management because they refused to take any accountability for giving away our table and blatantly lying to our faces about calling us. How can you give away someone's table 5 minutes BEFORE their reservation time? When they were standing in the front the entire time? No apologies, just accusations that WE were not there.
Eventually, they get us a table. It's now 6:45pm, we've been here for 30 minutes. No apologies as we're seated, nothing sent to the table. I get that is New Years Eve, but this seriously left a BAD taste in all of our mouths.
Honestly, the food is good. Their Walnut Shrimp was very good and the Preserved Veggies + Braised Pork Belly was also excellent. But man, this is not how you do customer service at all. Honestly, had they handled it any differently - just straight up apologized for the mix-up, offered to send a few beers to the table, it would've been completely fine. We get it, it's the busiest day of the year. I am, in general, an easy-going person. You can tell just how many 1/2 star reviews I give verses my 4/5 star reviews. But no, all they did was accuse us of missing our reservation, at 6:25pm, for our 6:30pm reservation. Sure.