Erica A.
Yelp
This review is not written to the restaurant owner/manager. It is written directly to you - the person who is considering spending your money at this establishment.
On Tuesday, 9/3/19 - I visited Highliner for approximately the 5th time over the course of the 2.5 years that I've worked nearby. The service is usually slow, but that has previously been my only complaint.
I arrived shortly after 12:30pm with 4 other co-workers for a casual lunch. Nothing out of the ordinary - we sat out on the patio. I did notice that the inside was pretty empty. Maybe 2-3 tables had customers sitting inside. There were about 6-7 tables outside with customers sitting at them. It was steady but by no means "busy".
The waitress took our order, and we proceeded to chat for about 30 minutes while we waited for our food. Not fast, but not out of the ordinary slow for this place. When we saw our food come out, the manager was carrying the plates, and the waitress was also rushing over at his side. She asked our table who ordered the crab cakes - to which I replied, I did. She told me they ran out, and asked if there was something else I'd like to order - as my co-workers were being served their food by the manager. I stated that it would have been very helpful to know that when my order was actually placed vs. when my friends were already being served their food. She again asked if there was something else I wanted to order instead. I asked for a menu so I could try to find something they could prepare quickly - as we did not have another 30 minutes to sit and wait for my plate of food at this point.
The manager never said a word, did not acknowledge the inconvenience, and did not offer any type of apology for what was clearly their lack of communication, and disregard for how much ownership they signed up for in regards to narrating their customer's experiences.
I honestly knew that anything I ordered would take at least a half hour to prepare and I did not want to be a burden to my co-workers - signing them up to miss out on heading back to work in a reasonable amount of time so we could wait for 1 last plate of food for me to eat all by myself because they would certainly be done with theirs by the time mine was served - But I wasn't going to let this slide without an understanding between the manager and myself that this was not acceptable - and he should apologize for the huge inconvenience he caused.
I went inside. (It was almost completely empty now). I found the man who I knew was some sort of manager.
The convo went like this:
Me: Excuse me. Are you the manager?
Him: Look, we're busy. This is our lunch rush. If you're complaining about the service - that's what it is. We're slammed. It's slow. It's our rush.
Me: *I actually couldn't even reply because he turned his back and walked away completely - leaving me standing there with my mouth hanging open*
So I waited. It's not like I had any food that was going to get cold.
2 minutes later he walked back through and saw I was still standing there waiting for him.
Him: Do you need something?
Me: Yes. We have an issue. Those are my friends out there eating their meals. We all ordered at the same time, but I was not told that you were out of what I ordered until the waitress brought out their food.
Him: Yep, we're busy and there was a miscommunication. Would you like to order something else?
Me: Sure, but even if I order something else, we've missed the opportunity to eat together because again, I was not told until she brought thei -
Him: *inturrupting me* Like I said. Miscommunication. Also - she didn't bring your food out. I did. I'm the big guy. I brought it out. Not her. Is there something else I can help you with?
Me: Wow. This is a really uncomfortable interaction we're having here. I'd like the salmon. And you should really put it on the house since you had such an inconvenient miscommunication.
Him: Great. Fried, blackened, or grilled?
Now I don't become speechless very often.. But this man gave me gut wrenching chills up my spine in this moment. I walked back to the table feeling like I was going to be physically sick from this experience. The salmon came, and it was indeed comped on the check - but he still charged me for the crab cakes that they were out of. I had to go back inside to get that removed. I also called my credit card company to make sure the charges were correct with this mishap and they told me they actually charged me the incorrect, higher price with the crab cakes included TWICE and no refund was showing up yet. And they charged me once for the correct price. So I now have 3 lunches charged on my card from this terrible experience! We're all watching it to comfirm these fraudulent charges drop off - but I have a feeling I will end up having to dispute them.
Also - I did not eat the salmon. I gave it away. Nothing on the menu here is worth having to deal with someone so unprofessional, inconsiderate, and disrespectful.