Crystal B.
Google
My night at Lucky Strike in Rockville started off great, but unfortunately ended with a very disappointing experience due to poor communication and lack of customer service from management and the bar staff.
Our server Kiana was absolutely fantastic. She provided excellent customer service from the start—kind, attentive, and thorough. She verified our order more than once to avoid mistakes and consistently checked on us. She was the highlight of the evening.
However, everything fell apart once it came to receiving our drinks. I ordered one beer, which arrived within about 10 minutes. But the three glasses of club soda took over 30 minutes, and when they finally did come out, they were delivered to the wrong table. I alerted Kiana, and she apologized and immediately placed the order again.
At this point, we had already been waiting far too long, so I walked over to the bar myself to ask for water. That’s when I encountered a bartender named Maria, who was extremely dismissive. I explained that we had never received our club soda, and coincidentally Kiana came over at the same time to explain the same thing—that the drinks were mistakenly sent to another table. Instead of addressing the situation professionally, the bartender looked at us, went to the back, and then returned asking Kiana to bring back the glasses—glasses we never received. It was clear she had no interest in resolving the issue.
By now, an entire hour had passed. We had food but nothing to drink.
I then walked over to speak with the manager, Gigi, to explain what was happening. Unfortunately, she was also very dismissive. Instead of taking the situation seriously, apologizing, or offering solutions, her first response was to question whether our server had done her job—even though it was obvious that Kiana had been doing everything she could within her role. I told the manager that the issue was coming from the bar, not our server. Gigi said she would check on it and get back to me—but she never did.
When it was time to close out our bill, I asked Kiana to have the manager come speak with me again. After waiting one hour for three club sodas that were never delivered correctly, I didn’t feel it was fair to be charged for them. When Gigi finally came over, she still had the same dismissive attitude and lack of concern. There was no apology, no accountability, and no effort to make the situation right.
Overall:
Kiana deserves praise and recognition—she was the only one who handled the situation with professionalism and care. But the bartender and manager’s dismissive behavior and lack of customer service completely ruined what could’ve been a great night. A simple apology or acknowledgment of the inconvenience would have made a big difference.
I hope the management at Lucky Strike takes this feedback seriously and provides better training to their bar and leadership staff. Customers should never wait an hour for drinks or feel ignored when raising a valid concern
