Sophia A.
Yelp
I recently visited Sugar and Scribe and, despite the long line, we were seated much sooner than expected, just 15 minutes instead of the 30 minute estimate, which was a pleasant surprise. However, we were seated in a corner near stairs and next to some artificial flowers not knowing this was not the pleasant surprise. As soon as we sat down, I noticed a strong smell of urine when the wind would hit and we both realized there were about 25 flies swarming around the flowers. I switched chairs to be farther from it.
While this wasn't the server's fault, the unpleasant smell and constant swiping at flies made it difficult to enjoy our meal. We tried to make the best of it and ordered a glitter mimosa and a Viennese latte; both were delicious. Our food, the chilaquiles and crispy chicken eggs Benedict, was also excellent with standout flavors, we were forced to eat our food quickly to try to get out of there.
Unfortunately, the odor and flies became overwhelming. We asked for boxes and the check so we could leave quickly, taking turns going into the bakery for fresh air. Despite these issues, our server was fantastic and very attentive. Again- we were extremely patient and tolerant for such an unpleasant experience.
Before leaving, I approached an older woman who was moving tables and setting up additional chairs near this problematic area. When I asked if she was the manager, she responded, "sort of." I explained the issue, mentioning, "I don't think you can sit anyone there; the urine smell is horrible, and the flies are everywhere." She explained they had recently changed the Astro turf, poured lavender oil on the fake flowers, and seemed overly explaining, saying they didn't know what else to do. She suggested we "come back when the turf is gone," but as I relayed to her, they really shouldn't seat people there, I was given a smile and completely ignored.
To our surprise, she continued setting up the table we had just vacated for more guests. Her response felt completely irresponsible and lacking in customer service. Essentially, the representative/ "Manager" at Sugar and Scribe ignored our pleas and decided to willingly seat us and others customers there, knowing we would all smell urine the entire meal, this seems highly irresponsible as a restaurant. Her apology seemed more like she was unable to hear me or listen to and was instead had the intentions of seeking pity for her efforts to the construction work they've done rather than showing any genuine concern for our experience. It felt tone deaf, irresponsible, and greedy. I felt like we were being punished for being SOOOOO patient with sitting there and to be given a smile and bandaid apology of "sorry we tried to fix it" upon exiting was not appropriate.
The response did nothing to mend improve our experience; in fact, it made it far worse. There were zero efforts made without any concern for our comfort.
That table should NOT be there, and they should have more regard for their customers' experiences versus filling a seat. This place is BUSY, we would have waited the full 30 minutes or more for the bare minimum of a dining experience- NOT eating next to strong urine smells and using a hand to swap flies for an hour.
There are several brunch places to try in La Jolla, and we regret choosing this one. While the food and drinks and service from our male server were excellent, the customer service from the "manager" was the worst I've ever encountered from anyone in the restaurant industry. It showed a complete lack of regard for customers and was handled poorly by knowingly allowing us to have such an unpleasant experience and then expecting pity for her lengthy list of efforts instead of doing or saying anything to improve the situation for US. It was pretty embarrassing and was really bad on her part.
Overall, I think we unfairly put up with far more than anyone else would have, and I was just trying to look out for future customers. The manager's response was the final straw; it truly made for an awful dining experience, it's pretty unacceptable.