Eva G.
Google
Concern Regarding Decline in Service Quality
Dear Management Team,
I am writing to formally express my concerns regarding a noticeable decline in service quality at your restaurant, which my family and I have loyally visited for over two years. We typically dine with you one to two times per week and have consistently recommended your restaurant to friends and family due to the exceptional service previously provided.
For a long time, employees such as Maria, Nicasio, and Yakit created an environment where customers felt genuinely cared for. Orders were accurate, the grill was well maintained, service was prompt, and attention to detail was clearly a priority. During that time, we never experienced missing items or delays, and we never had to repeatedly ring the service bell to place or receive an order.
Unfortunately, since the staffing changes and the addition of new employees, our experience has changed significantly. We have encountered missing items in our orders, slower response times (often requiring us to ring the bell multiple times), and a general lack of attentiveness. It is concerning to see employees on their phones rather than actively engaging with customers or monitoring service needs.
Additionally, the condition of the grill has declined, appearing burnt and poorly maintained, which directly impacts food quality. I have also noticed a change from romaine lettuce to iceberg lettuce. While I understand that menu changes occur, romaine provided a fresher taste that complemented the barbecue much better, and the current substitution negatively affects the overall experience.
At this time, Maria appears to be the only remaining employee consistently providing the level of service we have come to expect. I want to emphasize that our loyalty was built on the care, professionalism, and pride your original staff demonstrated. In fact, I have willingly driven over 45 minutes each way—without traffic—because I trusted that my family and I would receive excellent service.
I truly value your restaurant and hope this feedback is taken as an opportunity for improvement. I respectfully encourage management to reinforce service standards, employee accountability, and customer engagement so that long-time customers like myself continue to feel welcome and appreciated when spending our hard-earned money.
Thank you for your time and consideration.
Sincerely,
Eva