Horrible experience at chain restaurant last night

[Tiger926]

I am a positive person by nature, but I honestly have nothing positive to start my story off with, except that we were seated quickly.

Started off bad when we entered (can't make reservations), so we went early at 4:30. We heard other patrons being told they didn't have servers working yet, huh?, but they could seat themselves and wait. We weren't sure what to make of that, but the hostess, despite being frazzled, was able to seat us very quickly.

Our kids are all well behaved, so they settled in and started chatting with each other. No kids' menus/crayons were brought to table.

Server came, but I noticed he rolled his eyes right before he announced his name, so I thought, perhaps having a bad day? He took our drink orders, and was not very helpful, nor talkative. Actually acted like we were bothering him, yet we very efficiently ordered our drinks. Dad's beer never came, yet there was the $7.00 charge on the final bill. More about that later...

Took awhile to get drinks, no problem, as we were studying menus. We got everyone's orders together, and he started. Had a few questions, which he didn't seem to want to answer, and away he went.

Soup came a bit later, but only wedding soup, as other soup wasn't made yet. Huh? They just opened. Very long wait for soups, which were not even hot - no refills for drinks, bread or other soup were offered. That's when he brought the pitcher of water, as he didn't seem to like our table.

This is when things went horribly. Food was brought out in several shifts about 15 mins apart, not by him. We ordered a lot of the same items, so not sure why - pasta was white, orders were mixed up, and food forgotten. He gave us attitude when we asked a question, and sent over a female manager. She was not friendly either, and said she'd bring us more sauce.

Still waiting on food, and by now, hubby's alfredo is not edible, as it had a teaspoon of sauce, so it was glue. 2nd shift of orders came, and problems there as well - food was not hot, things missing again.

Server did not come to table at all, and left us to figure things out on our own. We were trying to get kids settled in to eat, but their orders were wrong, so food was being left to sit, and no servers to help us.

Last bunch of food came out, with a bit more sauce, and then female manager came and plopped sauce on our table, without a word to anyone. We were very taken aback.

Long story short - hubby's food was not edible, and when we questioned this, we got attitude from the server, who did make his way back to our table. He said we were wrong, as nothing was wrong with our order? Are you kidding me. He then didn't offer anything to my hubby, who was sitting there with a bowl of glue, except to say that he could not go and get anymore sauce as he was busy. Ummm...he didn't get any sauce for us, and mom metioned this, and we got the evil eye.

It was a horrible experience, and made more horrible, as bill was wrong, so we had to deal with getting overcharges removed.

Tip was an issue, as I automatically put in 15% into Visa terminal, as I was being talked to by several people at once, and son wanted me to carry him, so server got a totally wrong tip amount. Oy!

Head manager stopped us, as we were leaving, and mom told him what happened, and he was livid. He gave us $50.00 certificates for later use, but dad wants them thrown out.

Honestly, I still can't believe the trainwreck that was dinner last night. From moment of entering to exiting, it was bad. Lots of problems around the restaurant as well, as managers were hopping to many tables to talk to patrons.

Not sure what to make of it...but it's really bothering me this morning about the tip, and all of the other stuff that went wrong. Not sure what happened...?

Anyone have a similar experience that they just can't seem to shake...a horrible trainwreck, that just kept getting worse, despite boatloads of patience and good behaviour on our end. I can't imagine what would have happened if we had been confrontational people, which my family has had to deal with several times over the years. My family was livid, as they know how the situation should have been handled, and it wasn't even close to being acceptable. We all left shaking our heads...

Tiger

 

[The Mystery Machine]

We have learned to LEAVE..... And yes we have walked out of restaurants several times now.

It happens more than you know unfortunately.

 

[OceanAnnie]

Sorry your family went through that on your dad's birthday. It does sound like a terrible mess. I don't blame your dad for wanting to throw the GC away.


It would be nice to do a re-do at another restaurant for your dad's birthday. Poor guy.

 

[Tiger926]

We have never had to walk out of any restaurants. The few times we've had problems, it's been other fellow restauranteurs, or, it was handled properly. To be honest, none of us go out to eat that often, as being in the business, we all cook at home. But, once in awhile, the kids like going out, so we took dad out for his birthday.

My dad was livid last night after we talked about it some more. He has fired people for treating customers like that, and so we are all still shaking our heads. The problems all could have been quickly rectified, had the restaurant been on task, but as I mentioned, there were problems with service, execution and quality last night, so they very off, which is not the norm at that place.

A bad night, I guess, but so many bads at one meal, it's still hard to believe just how bad it was!

Tiger

 

[eliza61]

We have never had to walk out of any restaurants. The few times we've had problems, it's been other fellow restauranteurs, or, it was handled properly. To be honest, none of us go out to eat that often, as being in the business, we all cook at home. But, once in awhile, the kids like going out, so we took dad out for his birthday.

My dad was livid last night after we talked about it some more. He has fired people for treating customers like that, and so we are all still shaking our heads. The problems all could have been quickly rectified, had the restaurant been on task, but as I mentioned, there were problems with service, execution and quality last night, so they very off, which is not the norm at that place.

A bad night, I guess, but so many bads at one meal, it's still hard to believe just how bad it was!

Tiger

Tiger, I too come from a family of restauranters. My grandfather and uncle owned a soul food restaurant in NYC for almost 35 years. All the kids in my family worked in it most of our youth.

Anyway, let me tell you, restaurants totally, totally have complete meltdowns. Oy Vey the horror stories.

If this is not the norm at the restaurants I would use the certificates and give it a 2nd try.

My grandfather and Uncle pretty much had one iron clad rule. Never, ever be rude to the customer, even if you get the customer from hell. We have had nights when no servers showed for work, appliances broke, water main broke flooding entire restaurant on a Saturday, car with a drunk driver tried to open a drive thru window in the back of the kitchen..


It maybe also that I find when you have some sort of idea on how restaurants work some times you mentally critique places. So some times you say, "that problem could have been solved by XXXX".

 

[snapppyd]

I'm so sorry that happened to you at all, let alone on your Dad's birthday! Is there a corporate office you can contact with a complaint? It would make me feel better to go above them and make the situation known to someone higher up.

 

[paintnolish]

My dad was livid last night after we talked about it some more. He has fired people for treating customers like that, and so we are all still shaking our heads. The problems all could have been quickly rectified, had the restaurant been on task, but as I mentioned, there were problems with service, execution and quality last night, so they very off, which is not the norm at that place.

I work at a very nice, well-run Itlaian restaurant where people are fired all the time. I'll admit it's unsettling, but they don't mess around. This person would definitely have been fired!

Anyway, let me tell you, restaurants totally, totally have complete meltdowns. Oy Vey the horror stories.

If this is not the norm at the restaurants I would use the certificates and give it a 2nd try.

My grandfather and Uncle pretty much had one iron clad rule. Never, ever be rude to the customer, even if you get the customer from hell. We have had nights when no servers showed for work, appliances broke, water main broke flooding entire restaurant on a Saturday, car with a drunk driver tried to open a drive thru window in the back of the kitchen..


It maybe also that I find when you have some sort of idea on how restaurants work some times you mentally critique places. So some times you say, "that problem could have been solved by XXXX".

Complete melt-downs: Before I worked at the nice, high-end Italian place I work now, I worked at a trying to be high-end Italian place, family-run. DISASTER! Every.day. Not enough of something, things not working, people not showing up, etc...
Rude customers: Never ever be rude back. Even to the worst, I grin and say no problem, even if I'm thinking, "F off, buddy!"
Critiquing (sp): Yes, I definitely critique service, food, and the restaurant experience, because I understand how it works. However, being a server for 4 years now, I think I am more understanding. Crap happens. Just be nice. That's all I ask. If you treat the guest like he or she is bothering you and you hate your job, then find a new job.

 

[Jennasis]

My displeasure would've been reflected in the tip...or lack thereof.

 

[Jeafl]

Sounds like my experience at a Bennigans awhile ago. Only I had the added fun of biting down on the cook's EARRING in my salad!

I'm sorry your dad's birthday dinner was ruined.

 

[disneyfans95]

We just leave. Really that simple and nothing tells the establishment how bad they are like getting up and leaving.

 

[MIGrandma]

The server did not deserve any type of tip, except to tell him to lose the attitude. Wow. I can't imagine telling one of my customers when I worked as a waitress, that I was "too busy" to get more sauce for their table. When a customer asks for something you go get it. Sometimes I had several requests all at once, so the last ones I fulfilled got an apology from me for taking so long to get whatever it was that they asked for, but to tell them I was "too busy?" Nope. Shouldn't ever happen.

And seating you but no servers were available yet? What's up with that. If the restaurant opens at 5:00, or whatever time, servers should be standing at the ready to start...well...serving people, duh.

I don't blame you one bit for being less than impressed.

We had an experience in upper Michigan, our table was the only table our server had yet she was just full of attitude. If we would ask a question she would just roll her eyes and say "I don't know." Not acceptable. If you don't know the answer, you go find out. She mixed up several orders, rolling her eyes each time we said something. She got two pennies for a tip, and my son-in-law complained about her to the manager when we left. He wanted to give us a gift card, but we said we were on vacation and wouldn't be coming back, so he refunded our money. He said the waitress was "on her third strike" so apparently he'd had trouble with her before.

Since I worked in the industry myself I try to cut servers a lot of slack, but there are times when there are just too many mistakes, and the rolling of the eyes is a big no-no.

 

[The Mystery Machine]

Since I worked in the industry myself I try to cut servers a lot of slack, but there are times when there are just too many mistakes, and the rolling of the eyes is a big no-no.

Yep, that would have been my que to leave because I would have spoken up for that.

Obviously they did not want you there and made sure to give you an experience so you never return.

Such a shame.

 

[LuvOrlando]

OP, it's too bad your family dinner was ruined. To be honest, the eye roll would have meant from that point the person was getting zero tip from me. That has only happened to me a few times, once was at the Orlando Pirate Show, the guy couldn't have been more rude and he got zero.

We go to a nice Mom & Pop type place for Italian, the family is from Sicily and it's the only sauce my family will eat if it's not mine. This is really the only restaurant we go to because I love fried calamari and without an industrial frier it will taste like rubber bands. I like that the family is so welcoming.

I am done with the commercial places if I can avoid them. About 2 months ago we went to a local Red Robin as a treat after a movie and DH bit down into a screw, not a little one either, a giant could have choked a kid screw. I was livid, DH was calmer, I said nothing but being that I have no poker face the manager that stopped over to first offer a flippin' Sunday quickly realized that was not good enough and comped the entire meal along with the ice cream for the kids. Years ago DH bit into a prime rib sandwich at another RR and got a slab of fat I guess I'm a little slow on the uptake, never again.

 

[Uncle Remus]

I really feel bad for the OP coz it was spozed to be a special occasion.

We recently stayed at the Hilton down in San Antonio 'n went to the hotel restaurant for some ice cream. Actually we went coz I wanted coffee 'n cigarettes at the same time, but I suggested ice cream for everyone else. Anyway, they serve coffee from a carafe so I ordered one coffee 'n two cups 'n one scoop of chocolate, one scoop of strawberry 'n one scoop of vanilla as I pointed to each person that was gettin' the ice cream.

Here's what we got:

AND one cup of coffee 'n an empty cup!!

I'm pretty sure the Hilton checks for green cards, but dang, they coulda checked to see if the guy understood English!

 

[ols386]

That is horrible customer service. Wonder why they seemed to have an attitude. I probably would have been very tempted to get up and walk out.

 

[KristaTX]

Sounds like my experience at a Bennigans awhile ago. Only I had the added fun of biting down on the cook's EARRING in my salad!

 

[marie1203]

I am sorry it happen on your dad's bday . About a month ago my dad came to visit. The first night they got here (after a 8 hour flight) we were celebrating my brother and sister bday, we went to the melting pot. There was a total of 8 adults and my brother who was turning 9. We got horrible service, he wasn't rude but he would leave there for a while without checking. We had to ask other servers to refill our glasses. He brought our food at different times, got our order wrong. Well after all that because we were a party of 6 they added 18% tip to the $400+ bill! I got a call from the owner after I talked to the manager the night after since by the time we were leaving they were closing.

 

[Tink9721]

My family is long time Italian restauranteurs - parents for over 45 years. But, last night was dad's birthday, and he just wanted to pick a family restaurant that kids would enjoy, nothing fancy. So, we settled on East Side Mario's, as we usually have good experiences there.

First, you still have East Side Mario's?!!?!?!?!? That was my favorite place as a little kid and I was heartbroken when all of the ones around here turned into Vinny T's. I liked Vinny T's too but now they're closed!

Anyway, sorry about your bad experience! I don't remember ever having a problem there, but they closed here about 13 years ago when I was 5 so I probably wouldn't remember.

 

[Jeafl]

Yep. I bit down on something hard and it was a Hello Kitty earring. I called the waiter over and he said he would investigate. He came back and said it was the cook's earring. Hello Kitty was missing a rhinestone eye, so I must have swallowed it. It literally made me sick and the management was not even apologetic.

 

[fall08CP]

Here we go:

A few months ago I moved out of state and some of my closest girlfriends brought me out for drinks and appetizers. We decided on a nice Mexican restaurant that had BOGO happy hour drinks

So three of us get margaritas, the other two order raspberry lemonade, which is listed along with the soft drinks as having free refills <--- remember that.

We get the drinks okay, start ordering appetizers and meals to split. The food comes out all wrong- looked like our orders had been mixed in with those of other tables, so we pick out which ones are ours and send her back for the rest. We wait... and wait... and wait... Understanding they're probably remaking the food, but half of us have food and the other half are still waiting. So we divide things up so everyone has something, no biggie. We order our second round of margaritas and the other food finally shows. Some nitpicky things (ie hold the tomatoes, wrong beans etc) are wrong but we were too hungry to care.

Then the bill comes. First, we were charged for all 6 margaritas, but it was happy hour so 3 should have been free. Not a huge deal, but an irritant. Then we noticed that we were charged for 4 raspberry lemonades, but there were only 2 people that ordered them (and got one refill apiece). Her explanation is that she brought "specialty lemonade" from the bar rather than the "gross stuff from the machine" and thus they charged per glass. We never asked for the specialty lemonade nor were we told it was extra Then we notice we were charged $2 per person for sides of guac and sour cream. The server brought these out with our nachos, but we never asked for them nor were we told they were extra To top it all of, she added the mandatory 18% gratuity for a party of 6, but there were only 5 of us!!

So we address the issues with her and she fights us back. We ask for the manager who agrees to take the extra charges off and apologizes for the confusion. We get the final bill and we'll say it adds up to $50. We asked for 2 cards to be charged $10 each ($20) and left $35 in cash, so added up to $55 total. The waitress comes back asking us what to do with the extra $5, and we said it was hers to keep (inferring it was her tip). She didn't understand whatsoever. So she charged the cards and brought us back the $5. We were tempted to take it back, but in the end we left it as her 10% tip. The whole meal we kept wondering what crazy thing she'd next to pad her tip