Alexander T.
Yelp
I used to love this place. However, a recent big banquet celebration turned out to be disappointing. It appears, the owner (new ownership?) is unaware of the basic "Customer Service" concept, as we ran into unexpected issues.
...On a side note: on Sunday, November 12 I attempted to speak with the owner (Sergey) -- but he got extremely defensive, and disregarded any & all issues that I attempted to bring up. What a perfect way to lose customers!
First, some positives: the ambience was nice, and quality of food was decent. Their pickled veggies are awesome! (Hence I'm giving 2 stars, instead of just 1).
However, that's where the positives, sadly, come to an end.
... ... ...
I made a reservation for a Saturday 5 PM, and was hosting a big Birthday celebration for 20+ people, which was planned weeks in advance. It was for a banquet-style dinner. As guests started to arrive by 5 o'clock, the table was... completely empty!! That's right: not a single dish was served. I asked Sergey what's going on -- and without even any apology (!) he said that they're running behind. Oookaaay.... That's very "professional". (...as Jerry Seinfeld once said, there is a difference between "taking a reservation" and "holding a reservation" :))
Finally, the banquet dinner was served. But when - by around 5:45 pm we sat down at the table and started eating - we noticed there were no wine glasses, albeit plenty of wine. After asking the waitress, finally the wine glasses were placed. But then... They would not place a couple of dishes -- one of which I pre-purchased and brought in, earlier in the day (red caviar). I had to remind repeatedly, at least 3-4 times, to place the caviar on the table.
A friend of mine kept asking for a piece of bread - for her little child. The bread was eventually brought, but way too late -- after people finished eating.
Overall, service was abnormally slow, some dishes came too late. Delay, after delay, after delay.
A few dishes were not served in sufficient quantities; e.g. the potatoes (for the herring) were not nearly enough, they ran out too soon, and many people didn't get a chance to taste the potatoes.
Also, the restaurant staff probably do not know how to operate their A/C. It was uncomfortably warm inside, amidst a hot day in L.A. (it was mid-80s outside!) Only after repeatedly asking the staff, was the A/C finally turned on. (Are they trying to save on their electric $ bill?..)
When serving the cake, the owner blatantly refused to put in the special birthday candles that I bought. Instead, he inserted just one (!) of his candles. Poor thing!.. It appears, the restaurant has a candle shortage :))
What's more disturbing, instead of normal china plates for the cake, they just placed some pathetic plastic disposable plates. (Seriously ?? Is this some kind of outdoor picnic?..) That was the first time ever - when I see a restaurant offering cheap disposable plastic plates to guests, especially during the most festive "Happy Birthday!" moment...
... ... ...
Based on yesterday's experience, as well as other (similar) Yelp reviews, this restaurant appears to be purposely understaffed. Which, sadly, affects the overall service quite a bit!..
All in all, quite disappointed with the Soviet type of service. Yes, I realize that some days might not go as perfect as planned, and am trying to be sympathetic. However, dear Sergey: you should be open to at least (!) listening to your customer, instead of getting defensive and blaming the customer in your own mistakes. Perhaps, you should also read other Yelp reviews - that mention about similar, poor service. And, maybe it's time you guys consider hiring another worker; constantly being understaffed will heavily affect your restaurant success. As you should know, in a restaurant business: **Quality of customer Service is key!** Sadly, yesterday's experience was much worse than the previous visits. And once again, dear Sergey: your reaction to my comments (which I attempted to discuss, over the phone) was completely inappropriate and uncaring. You should be able to *accept* customer feedback - especially when presented in a respectful manner, - for your own benefit.
As of now, Robert's Cuisine has lost my business. Sorry.
P.S. Sergey, please feel free to respond -- and contact me. I would be happy to discuss and help to resolve the issues, in a civil manner.