Andrew M.
Google
I genuinely believe in giving grace, but I was profoundly disappointed with my experience today at Pluckers during lunch on a Monday. I had been bragging to my two nephews, who are visiting from out of town for a birthday celebration, about how great this place was—a decision I quickly regretted.
The issues began right away. We were seated for a full 15 minutes without being greeted by a waiter. While I accept that "things happen," the restaurant didn't appear busy.
Once we finally ordered, the situation worsened significantly. After a 20-minute wait, only one of our meals arrived. It was another 20 minutes before the waiter reappeared to inform us that my order had been mistakenly delivered to the wrong table. She assured me she asked the kitchen to expedite the rest of the food. By this point, my single plate was growing cold as I waited for the rest of my party to be served. We arrived at 2:00 PM CT, and it was 3:00 PM with no food for most of us. Oh, and I never received the beer I ordered, either.
When the manager finally approached and asked how they could "make this right," I told him that I trusted his discretion as the leader of the establishment. His solution? A coupon for 5 free wings on a future visit. I laughed internally at the insult—what a shameful and minimal gesture. I have to give cudoos to the manager, he did realize my nephew order was still incorrect and stated it looks like we gave him garlic and not lemon pepper hot. So you guessed right, more waiting.
Honestly, I viewed this entire ordeal as a teaching moment for my nephews. As we sat there, I used the experience to illustrate what poor communication and ineffective leadership look like. I gave them an example of how an effective leader would have handled this situation and owned the customer experience.
To make matters worse and frankly, #laughable, a table next to us who also had issues with their order—but didn't particularly "look like me"—had their entire meal comped. They weren't offered a negligible 5-wing coupon for their next visit.
SUCH A SHAME AND DISGRACE.