DJ R.
Yelp
We waited over 40 minutes for our food, only for it to arrive cold. After another 15 minutes for a remake, one out of three meals was still cold. In a typical restaurant, a manager would offer to remake the dish again or provide an alternative. Unfortunately, the manager on duty (I didn't catch her name) was incredibly rude and unhelpful, failing to offer any further assistance. I chose not to eat, as I didn't want to wait any longer.
After a total of two hours at the restaurant, the bill came, and although the manager did comp the cold meals, she charged my card without any discussion, even though I had asked to speak to her. I was shocked that she processed the payment without my consent, especially since I hadn't eaten and would now have to find somewhere else to get food. I simply wanted the entire bill comped, but instead, the manager chose to argue with me and dictate what she would and would not cover. It's clear she has no understanding of customer service and was willing to lose a loyal customer over $50.
While I was disputing the charge online with my Apple Card (as I hadn't authorized her to charge it), a gentleman from corporate, who overheard the conversation, came over and kindly comped the bill. I appreciate his professionalism, which salvaged an otherwise disappointing evening. I hope Farout Hospitality provides this GM with thorough customer service training. When mistakes are made, especially repeatedly, it's essential to do everything possible to make things right. If customer service is not her strong suit, she should consider a role that doesn't involve interacting with guests. Thank you to the corporate representative who helped end our evening on a positive note.
** update ** your response is as expected. Shift blame. If you'd just have owned the mess up you'd have been good to go.