Geoff Hargadon
Google
When our entree arrived almost 90 minutes after arriving, the person who brought it to our table said, “Sorry we’re not as fast as McDonalds.” I know this is a hard business and wish them great success, but sarcasm with customers doesn’t help to smooth over bottlenecks in the kitchen.
[The paragraph above was my full initial comment. It now needs updating after reading Sam’s response.]
I had left out other details on purpose, trying to keep it simple, but the gloves are off. We had a 645pm rez but showed up at 630pm, and were seating quickly (the only thing that happened quickly during our visit). After fumbling around with the QR code menu on our phones, we ordered drinks. When they arrived, one of them was not what we ordered, and the Negroni was meh even though it’s generally hard to screw up. We drank them anyway.
We ordered food and were told we didn’t have a choice on how your burger would be served, which is unconventional. A bit later (check your timestamp) one of the two apps showed up, the other one was MIA but we waited patiently even though we saw that same dish land on the table next to us (they weren’t even there when we ordered, but were legit VIPs, it’s a cruel world out there).
Our nice but overworked waitress disappeared so you brought over the entrees. We were expecting the app, but ok. That’s when my wife gave you the “serious inhumane attitude” — c’mon, dude!
Her entree was not cooked as described on the menu, maybe you ran out of pesto, and your namesake cheeseburger looked like nothing I had ever seen before, and not in a good way. I expected the promised “pinch of magic” but instead got an oozing mess next to a lonely pickle.
Two minutes later (I think but don’t hold me to it) and the food barely touched, we got our waitress’s attention and asked for the check. It included the missing smoked haddock. No big. I got up from the table and gave her my card to settle up and let her know “the haddock never arrived.” Her full response: “OK.” She took it off the check. We left without further discussion or comment.
In spite of all of this we left her 20% or so not because that’s so generous but because it’s a hard job and she should not have to pay a penalty for your mismanagement and customer relations skills.
Earlier today I had a chance to read some of the other reviews, and others have had much the same experience. Not everyone — you have a high avg rating, so you’re doing something right. But those like us who have not enjoyed the Sammy’s Treatment land on the receiving end of your retribution, such as your response to me earlier. You’re going to do what you’re going to do, and I get that you’re pissed, but maybe take some of the advice you give customers who ask for a modification of your cheeseburger and is stated on your menu: “Take a long hard look at yourself in the mirror.”