Rebecca A.
Google
Came for an end of year work team lunch celebration. There were 10 of us, it wasn’t busy. One person ordered tofu, came out with chicken, not tofu, one person ordered gluten free fish and chips, multiple fish and chips came out at the same time and they all looked the same as the other fish and chips, queried if one was gluten free to be told by the server that she didn’t understand because she was French so asked someone else who disappeared to find out and came back and said it was gluten free, the batter was most certainly not gluten free, quite dangerous for anyone who may have more serious food allergies. The gluten free fish and chips was not noted any differently to any of the other regular fish and chips on the paper that the order was written on. Big training issue here, if you’re not sure about people’s orders read them all out after taking everyone’s to double check that they are correct, if not perfect opportunity to get it right.
Another in our party ordered a burger but it didn’t come out as it was missed on the docket so they had to wait whilst everyone else ate. The staff didn’t offer anything for the mistake, I asked the staff if the person without food could have a free drink, waitress came back and said it would only be 15 minutes and didn’t see what the issue was, was quite a hostile conversation, the issue being this person was sat there without their food for 20 minutes whilst everyone else was eating, I understand people make mistakes, that’s fine, but own up and offer something by way of a gesture to show you care about the guests comfort as it disrupted the experience for everyone. We hadn’t complained that they brought out chicken instead of tofu in one of the dishes. Then whilst people were still eating they were clearing plates away, including side plates of the person eating which had the knife and fork on it. Staff didn’t ask if we would like another round of drinks with our meal, by which time most of us had finished our drinks, but they waited until we had finished our meal to see if we wanted another drink (by this point we needed a drink elsewhere to recover from the sad experience). It wasn’t busy so they could have asked and they could have come over whilst we were eating to see if everything was okay with our meals but I suspected they didn’t because they likely knew it wasn’t, there was just no lighthearted conversation from waitstaff at all, all very transactional.
Meanwhile whilst this is happening what I presume was the manager on duty was sat a few meters away from us on their laptop, I presume this was the case because the member of staff had to check with laptop man if was okay to give the person without a meal a free drink, you’d think this would be an opportunity for the manager to come over and see if everything was okay. But no, the only interaction we had was at the end, when it came to payment laptop man made an appearance, sending a clear message they didn’t care much about the experience we had and just wanted our money, a lot of it and was not worth the cost. Really sad experience, I get it hospitality industry is struggling but this is seriously poor and what I hoped for a lovely end of year celebration wasn’t the case. Also the wine servings considering $19 for a “glass” of wine are really quite small.