Gerardo M.
Yelp
My husband and I visited Old Chouse House in Brea on Saturday, 3/1/25, and, while the food was fantastic, our overall experience was unfortunately marred by poor service and a lack of respect for customers.
We started off with a delicious lobster appetizer, followed by an equally impressive steak and chop salad. The food was top-notch, and we were looking forward to a pleasant evening. However, things took a turn when the seating situation at the bar became uncomfortable.
After sitting in the back of the bar at the only available seats, two gentlemen asked if we would be willing to move so their party could sit together at the front. We happily agreed, and as a thank-you, they sent us drinks. That was a nice gesture that set the tone for a positive experience -- but things went downhill quickly after that.
A couple of regulars sat beside us, and we could tell they were treated as VIPs. The bartenders and even the manager, Oscar, bent over backward to accommodate them. We thought it was a bit odd, but things took a turn when Oscar asked us to move again mid-meal to accommodate the VIP couple and their guests.
I felt utterly blindsided and uncomfortable when Oscar approached us while we ate our steak dinner and asked us to move over. When I asked why, he said he was trying to please his VIP customers. I found it quite upsetting that not only were we interrupted mid-meal, but the manager seemed to prioritize these regulars over the other customers -- and the worst part was that the VIP couple didn't even thank you for the accommodation.
I spoke to Oscar about how this was not the kind of treatment one should expect from an establishment of this caliber. While he claimed that all customers are VIPs, it felt as though some customers were treated better than others. The ordeal felt embarrassing and uncomfortable, especially as everyone at the bar witnessed the preferential treatment.
It's disappointing because the food was great, but the customer service and management need serious improvement. I hope the owner will review this incident with Oscar to ensure that future patrons are treated equally. We will think twice before returning to a place where bias is evident in customer interactions and management decisions.