Craig W.
Google
The Concord, New Hampshire location desperately needs to learn about customer service. I went with 2 friends to have an early dinner yesterday between 4 and 4:30 in the afternoon. We sat in the bar, which had about 8 to 10 people who were clearly already eating and drinking. The bartender came over to our table to take our drink order, and we asked for a pitcher of beer... Stella Artois specifically. She came back a couple of minutes later with 3 frosty cold glasses and said the keg was being changed, but she'd be bringing the pitcher shortly. Unfortunately, about 10 minutes passed and our glasses were still empty and no longer frosty cold, so I asked what was taking so long. Apparently, that was too much for the bartender and waitress who suggested I lose my attitude, so I said to my friends, I think we should leave, and we did. What I can't understand, is why didn't the bartender come back to our table and say it was going to take a little longer than she thought for the keg to be changed and offer us another brand of beer. Even better, she could have said I'll take your food order and by then, the keg will be changed. She could have communicated with us rather than just letting us sit there with empty glasses, but no effort was made to inform us or apologize for the delay, which was clearly not due to this restaurant being busy. The dining room was basically empty and the bar wasn't even half full, so I don't understand why were inconvenienced. Nevertheless, I blame management for not properly training the staff in communication and customer service... no excuse is acceptable. Frankly, I'll NEVER go back to the Concord location again, and I would say it's no mystery why this restaurant chain is closing locations all across the country.