Miguel A.
Yelp
We stopped going to HG Supply Trophy Club several years ago because we felt the quality of food never measured up to other sports bar-related establishments in the Trophy Club, Colleyville, North Richland Hills, and Keller area.
However, we decided to give this establishment another try.
I called the restaurant on Thursday morning and spoke to the lead hostess, Morgan.
Morgan is the epitome of a customer service-driven individual: energetic, enthusiastic, and well-meaning.
I asked Morgan if HG Supply would be broadcasting the Dallas Stars hockey game at 7 PM that evening. She responded enthusiastically that the hockey game would be shown in the courtyard area of the restaurant.
I then asked if they would be broadcasting the audio for the game, and she assured me that they would.
My friends and I arrived at HG Supply an hour before the game to ensure we had good seats at the bar for the Stars hockey game.
We sat at the bar and were pleased to see the television already tuned to ESPN for the hockey game.
I asked the bartender when they would be turning on the audio for the game.
The bartender seemed disinterested and somewhat distracted, despite there being only four of us at the bar.
I asked my question a second time, wondering when they would turn on the audio for the game. He responded, "I haven't decided whether I'm going to put the audio on or not."
I mentioned to the bartender that we specifically came to the restaurant to watch the hockey game with the audio and were assured by Morgan that the audio would be on in the courtyard area.
His body language indicated that he was actively ignoring my request. I repeated that Morgan assured us the audio would be on.
He then responded that he would decide on the audio "later on," as he was gauging the audience in the courtyard.
The audience was mostly men, so I'm not sure why a monumental "decision" needed to be made regarding the most important Dallas Stars hockey game of the season.
I decided to go back to the reception area to speak with Morgan directly and hopefully elevate my issue to a manager.
Unfortunately, when I approached the reception desk, Morgan had just finished her shift. I asked the hostess if I could speak with the manager, and she fetched the bartender.
I tried to reason with the bartender, explaining the importance of the game and the promise that was made to us regarding the audio. I didn't think it was fair for us to wait until he made a "decision" on the audio, which, according to him, could happen right at the start of the game.
He responded in a rather snide way, "if you're asking me to make a decision now, that decision is NO."
So, this will be the last time we ever give this facility any of our business. As my friends and I were leaving the courtyard bar area and heading back to our cars, I noticed the dilapidated condition of the entire courtyard area.
All of the outdoor furniture had bird droppings all over the backrests, plastic empty glasses on the floor, and just a general unkempt condition. (I guarantee you, your girlfriend or wife would not want to be sitting on that furniture)
It's very disappointing to see a facility with such potential to deliver a great customer experience fall into such disrepair and employ such disrespectful people.
We won't be returning--ever.