Eric P.
Yelp
I've co-owned a local vegan restaurant and, prior to that I worked as a host, waiter, ice cream scooper, caterer, and bartender. In other words, I am intimately familiar with the food service industry, so I think my expectations are fairly realistic.
As a vegan, I tend to want to support all-vegan businesses over non-vegan businesses whenever feasible, but after lunch at Oasis today, I can emphatically say I won't support this business any further.
Today was either my third or fourth visit since Oasis opened. None of my previous visits (all dinners) were remarkable, but the food was just fine, somewhat healthy, and I was happy to support another vegan business.
I hadn't been since the weeks shortly after they first opened, but the menu hadn't changed significantly, other than lunch versus dinner (i.e., no mac and cheese). When I arrived, I was the only person waiting to order (one person was eating and the restaurant was otherwise empty). The person at the counter was helpful in explaining what was available and how combos could be put together. I ordered a small combo to dine in, as well as a smoothie. She pointed out they didn't have the maca for that smoothie, and I said I was fine with that. I paid about $15 and sat down.
The food combo came out fairly fast and she said the smoothie would be out shortly. I took my food to my seat and started eating, observing customers who came in after me while doing a little research on my phone for the upcoming election. The food was what I remembered: not as good as other places that make the same things (miser wat was kind of a spicy paste, the kale was just fine, and the grains were just fine; nothing to write home about).
While eating, I saw people come in and order. In fact, I had an interaction with two first-time customers who were asking how spicy the miser wat was, and I offered my opinion, as I had eaten 3 bites already and found it fairly spicy (it's probably not that bad for people who like spicy, though). Before them someone else had come in and I believe he ordered while they were deciding.
I returned to my food and notice a take-out customer carry two smoothies I had heard being made, and assumed I was getting my smoothie. There was still time to finish it with my meal. But take out is take out. Who knows when she called in her order? Fine. Surely mine would be out next.
No. 5-10 minutes after finishing my food I still didn't have a smoothie. I heard the blender going again, but one went to the man who ordered after me, and then two newcomers I'd spoken with earlier. They were confused that they had two smoothies that looked the same even though they ordered different smoothies, and I was wondering why three smoothies ordered *after* my smoothie came out and mine was still not even in the process of being made.
So I *finally* speak up. Of course, by this time, she does have a fairly long line at the counter, and it is just her working, and so she uses that as a way to explain why it's 20 minutes since I ordered and I still do not have my smoothie. This does not explain how she completed two other orders for people who came in after me. My guess is she forgot and didn't want to admit it, but who really knows? Remember, when I ordered, there was no one in line after me.
Anyway, as my lunch break was ending, I left without a smoothie or a ~$6 refund, much less an apology for the underwhelming service. The most frustrating aspect of this interaction is how she didn't acknowledge that maybe she forget and would make it right away or whatever, instead of pushing back on my like I'm unreasonable for expecting a smoothie with 20 minutes. This is where I get pissed off and never want to come back again.
So, owners of the restaurant, I hope you see this. A friend recommended that I contact you on Facebook via IM, but I'm not looking for an interaction. This is not a "recoverable" experience for me anymore. That ship has sailed. Sure, you can try to turn things around at the restaurant based on this feedback. It really can't be that hard to improve things from here (you know, use an ordering system? make things in the sequence they were ordered?), but I can promise you that I won't be back. This negative experience is so strongly associated with Oasis that I don't want to go near the place again.