Jeanne S.
Yelp
My husband and I were in Visalia to treat our daughter and two of her friends to a nice dinner. They work for the State of CA and the USDA 6 days/week trying to combat the avian/bird viruses that have resulted in millions of birds' deaths and now killing cattle and pigs. These young adults worked on Christmas as well, so we thought a nice dinner out would be a special treat while we were in town for the weekend.
Prior to going to law school, I worked for 8 years (high school and college) at a coffee shop called Bob's Big Boy. To become part of the waitstaff, we had to undergo 2 days of training, including multiple trips to the table to top off/refill drinks, performing an "all call" within 5 minutes of any food being served to ensure "all" was well. Although our senior server at Vintage Press Saturday night was extremely personable, the army of support staff did anything but support his service to us.
To begin with, I ordered the broccoli cheese soup and a wedge salad to be served together as my entree. The soup arrived alongside the other 2 soups and 1 of the salads for our party rather than with my salad at dinner. Not a major issue, but not what the customer requested.
The water glasses were only refilled when someone from our party of 5 requested refills, and then it wasn't for another 10 minutes did a refill occur. Having worked in the service industry, I appreciate it was a busy Saturday night. And while I'm glad the Vintage Press is enjoying a robust business, especially following the difficulties presented during and after the pandemic, there were approximately 8 staff scurrying throughout the main dining room and not all tables were filled during our time there (6:30pm seating for our 6:15pm reservation).
We ordered both the chili relleno and mushroom tart appetizers, which were absolutely delicious, but clearing those emptied plates would have created more table real estate for the soups and salads had the waitstaff known to do so. We just began stacking up the plates while we waited...
Three in our party ordered the soup, with the other two ordering salad. As stated earlier, I suffered no heartburn over the delivery of my soup alongside the rest of our party's soups and one of the salads. The fifth person in our group likewise ordered a salad, but it did not arrive until about 15 minutes after the 3 soups and one of the other salads.
Sadly, and possibly the most glaring faux pas of the "service" was the fact that the 3 soups were delivered without spoons! One of the more observant waitstaff even commented on the fact there were no spoons. She did nothing and never returned to our table. So our party of 5 sat there, 3 of us looking at what was promptly becoming vichyssoise at room temperature, which isn't what we thought we had ordered. We sat there for a whopping 9 minutes as numerous waitstaff hurriedly went past our center table with plates of food delivered to other destinations. Finally, our senior server performed his "all call" and saw no one was eating the soup, at which point we requested spoons. He complied within two minutes.
No one came close to eating even half of his or her bowl of cold soup. When our senior server asked if I was "still enjoying" the soup (or whether he could remove my bowl), I told him I didn't enjoy it at all due to the fact that it had gone cold awaiting someone to figure out or be flagged down to find or wash some soup spoons or possibly buy some from the Smart & Final across the street. I shared with him that his team really let him and us down. He claimed they were all new.
It was another 45 minutes before the main course arrived.
No explanations. No apologies. No removal of any items from our $550 bill.
As house counsel for a global company, I refer our franchise owners and their employees to hotels and businesses around the globe. This includes restaurants. Based upon our experience Saturday night, I will most definitely let clients and our franchise operators know that this is a restaurant which has a lovely ambiance, but utterly abhorrent service. It's a good thing my husband paid the bill as this was not deserving of a tip.
The restaurant business is a tough one. If Bob's Big Boy took the time to train their staff to check water/coffee levels, to clear emptied plates, to offer to take certain items off the bill, to provide the proper cutlery and try to make the customer want to refer other customers, then possibly the Vintage Press would be able to take some time to train also.