I visited store #3678 with a neighbor for dinner last night. We were immediately seated, and the restaurant was more than half empty. While waiting to be greeted and have our beverage order placed, I noticed only two servers tending to tables. Again, the restaurant was not particularly busy, but the two servers did seem a bit overwhelmed. Immediately, I also noticed that while there were two servers running around with the majority of the tables, two additional servers and the manager on duty were sitting at a table on the side of the restaurant rolling silverware and hanging out.
We sat at our table (with two three-year-olds, mind you) for twenty minutes before we were greeted by an employee. I could tell by the look on Rae's face (our server) that she was extremely overwhelmed. She took our order and was on her way.
An hour later we received our food.
I feel the food time was completely unacceptable, but do not hold our server responsible.
The person who upset me the most in this situation was the manager on duty. Throughout our entire wait, the manager continued to sit at a table with two other staff members while our server was running around overwhelmed and ultimately neglecting tables due to the lack of support from management. One of the servers sitting with the manager on duty placed a food order, received her food order and ate her food.
While our server was cashing out another table, the manager on duty brought a box to our table. At no time did the manager ask how our food was. In fact, I had to casually stop the manager and ask her if there was a reason why our food took an hour to make (which consisted of a salad, chicken tender melt, dollar pancakes and a kids grilled cheese).
She responded by having the audacity to tell me the restaurant was extremely busy and the kitchen only had two cooks. Her tone was off putting and very unprofessional. I could not believe my ears. I've been in the restaurant industry for years and I would love for you to run the numbers on what this store brought in last night. I am extremely confident that if you did so, you would find she was overstaffed and had low sales. Not once while we were in this restaurant were all of the tables full, nor was there a wait list for people to be seated.
I would also like to note that while we were waiting the hour for our food, three tables in the restaurant who had been seated after us, and had similar food orders as my table, received and paid for their food before my table had received our food.
After assertively approaching the manager on duty, I noticed she pulled Rae aside. Rae returned to our table and offered us desert, but at that point, I did not feel like staying in the restaurant due to my disdain for how the situation had been handled by the manager on duty. I feel very strongly that the manager should have reproached us and am very disappointed she did not do so.
While taking my son to the bathroom, Rae brought us a few pieces of pie in a to-go box, which was very kind on her behalf. Unfortunately a few of pieces of pie do not excuse the principal of the matter (the lack of professionalism, organization and support and poor communication skills from her lack luster manager). I can only hope this letter will prompt the General Manager to take a closer look at how poor the management at this location is. I can be quite certain I will not return to this location until I have been made fully aware that this will never happen again.
I have a copy of the check should you need to review it.
If asked what the best part of my experience at this establishment was, I can only come up with two things. The first being the great smelling bathrooms, and the second was leaving. Should you have any further questions, concerns or comments, please feel free to contact me.
18 hours ago