Huey D.
Yelp
A MESSAGE TO OWNERSHIP AND UPPER MANAGEMENT:
Preface: I tipped our server generously despite her attitude changing once issues arose, because she had provided excellent service initially and may have been following management's lead. This review addresses management decisions and policies, and my generous tip demonstrated this was never about money.
WHAT WE EXPECTED VS. WHAT WE RECEIVED:
Based on positive reviews, we expected quality food and professional service. Instead, we encountered food safety issues causing immediate health problems and dismissive management prioritizing protecting a $20 charge over customer wellbeing.
THE HEALTH ISSUE:
We ordered four dishes. Three were excellent, but the Raspberry Brie French Toast ($20) was problematic. After consuming one-quarter of the dish, I experienced:
- Severe nausea
- Acute indigestion
- Persistent burping (my body rejecting the food)
- Sharp abdominal pain
We had eaten nothing else that day except at your establishment, so the cause was clear. I suspect the dairy products used in the French toast were past expiration.
THE SERVICE FAILURE:
When I explained the situation and returned the barely-touched dish, I requested our check. The French toast remained on our $87 bill.
Our server's demeanor shifted after I raised the issue--from attentive to impatient and dismissive. I suspect she was following management protocols or felt pressure to minimize the complaint.
Management offered a small dessert (~$8 value) as compensation for a $20 dish that made me ill. Beyond the mathematical inequity, I had no desire to consume additional food from an establishment that had just caused health issues.
MANAGEMENT'S RESPONSE:
When I requested the manager, her approach was dismissive and unprofessional:
"We don't know if it was our food that made you sick." This ignored obvious facts: we had consumed nothing else that entire day except food from their establishment.
"Food poisoning takes hours to happen." This suggested I was lying and is factually incorrect. Food-related illness symptoms can begin within 30 minutes, particularly with dairy products.
"All of these dishes were made from the same ingredients." This was absurd. How could one tiny egg be used to make four separate dishes? My French toast was the only dish containing brie cheese, making identical ingredients impossible. Even shared ingredients like milk could vary in freshness--perhaps spoiled milk was used for my dish while fresh milk was used for others. This confirmed she was questioning my honesty rather than addressing the health concern.
"We're very strict about this policy." This rigid stance prioritized policy over customer care.
Initially, she offered "25% off your meal" (~$22, covering the problematic dish). However, she returned with only 25% off the single French toast order--a mere $4.88 discount.
When I pointed out this discrepancy, she clarified: "I meant 25% off your plate, not your meal."
THE FINAL INSULT:
Exhausted, I accepted the minimal discount plus the dessert to conclude our visit. The manager then withdrew the dessert offer: "I am not offering you the dessert anymore. You need to pay your bill and leave."
When I asked whether protecting $20 was worth potential lost business from negative reviews, she repeated her "very strict policy" stance with visible impatience.
THE BIGGER PICTURE:
As a business owner, I understand restaurant challenges. However, this revealed: 1) Food safety issues causing illness, 2) Policies prioritizing revenue over health, 3) Poor management training, 4) Short-sighted thinking valuing $20 over reputation.
That evening, my daughter also felt unwell, confirming our suspicions about food quality.
Your establishment has potential, but management needs attention: implement health complaint protocols, train managers in service recovery, and review food safety procedures. Losing customers and negative publicity costs far more than removing one problematic dish.
This reflects our genuine experience as constructive feedback.
