Kirsten D.
Yelp
Dear Patrick Evans or anyone willing to read,
I'm writing to share some feedback about a recent visit to your restaurant that left my family and me feeling very disappointed and honestly, quite embarrassed, which is especially difficult for us to say, considering we've been loyal guests for many years. We've celebrated birthdays and many special occasions at your restaurant, and it has always held a special place in our hearts.
During our visit yesterday, a number of issues arose that unfortunately affected our overall experience:
We ordered a kid's meal for my son, which came with applesauce (as expected), but not the milk that's typically included -- we only received that after asking for it at the very end, once we were already standing up to leave.
The main dish that arrived for him appeared to be a larger portion than normal, but because we had received the applesauce, we assumed it was still a kid's meal and we had never ordered this specific meal before so we didn't know. A few of us tried a bite to see if it was something worth ordering in the future, and we ended up boxing the rest to take home since my son didn't finish it.
When the bill arrived, we were charged for a full adult entrée instead. When we questioned it, the server (who mentioned it was her first day) admitted the mistake but hesitated to correct it, as she said she saw eat(adults) eat some of it. The manager was eventually brought over, and we were told the only way to adjust the charge was to give back the to-go box that my son was holding and excited to have for dinner, and this felt unnecessarily punitive, especially since we had only taken a bite to try and had no intention of being dishonest.
Additionally, the special that my mom and aunt shared, which should have been two meals for one price; was incorrectly charged as two full-priced specials. Thankfully, that was corrected, but it added to the confusion and frustration.
Beyond the billing issues, the overall service was not up to the standards we've come to expect: drinks were never refilled, garlic butter for the bread never arrived, and the soup was watery and tasted noticeably off from the usual quality.
We completely understand that everyone has off days, and that new staff members need time to learn. But if it was the server's first day, it felt like there should have been more support or oversight to ensure things went smoothly. What was most upsetting, though, was how the situation was handled by management; instead of being met with understanding or accountability, we felt like we were the ones being scrutinized or blamed for the confusion.
We left feeling more embarrassed than anything else, and for a place we've always held in such high regard, that's truly disheartening. At this point, we're not sure if we'll return, and that's hard to say, because we've made so many great memories at your restaurant over the years.
We're not looking for anything in return, but felt it was important to share this experience in hopes that it can be a learning opportunity for the team, especially when dealing with loyal customers who just want to feel heard and respected.