Lorie H.
Yelp
Restaurant Review: Disappointing Service Despite Refund
I recently visited Smoke and Fire during the lunch rush, and unfortunately, it was a frustrating experience. The restaurant was clearly understaffed, leading to long wait times for both ordering and receiving food. While I understand busy hours can be challenging, the lack of efficiency and communication made it even more frustrating. There were only 2 people working. 1 chef and server/cashier. My food sat on the counter for 15 minutes. They offered to remake the food, but we were out of time and my friend, 8 1/2 months pregnant, could not wait any longer to eat something.
My excessive wait and unreasonable delay of my order led me to request a refund. The restaurant issued the refund, which I appreciated, but I later realized that they kept the tip for the total bill. I paid for the drinks as well. This felt unfair, especially considering the lack of service received.
I typically try to be understanding of staffing shortages, but if a business cannot provide timely service, they should at least ensure they properly reimburse customers--including their tip. Unfortunately, this experience left me disappointed, and I'm not sure I'll be returning anytime soon.
Do Better Smoke and Fire