Today my family went out for lunch - a very rare treat. We've been to this place a few times and have our favorite menu items. The restaurant recently changed ownership and they are working to improve the customer service, since it went down hill under the prior ownership.
Unfortunately, today, the customer service we received was not very good. There were a bunch of little things (out of a few items, yelling to someone in the kitchen to find out if something was available, things like that) but the moment when my frustration showed was when they messed up our order and claimed we'd received an item which we hadn't and when they realized we hadn't received it made it seem like our fault and told me I had to be patient because even though we'd already waited for 25 minutes (and this was based on the time on the credit card receipt compared to my phone - so yes, 25 minutes was pretty accurate) it would take time to make the food, all while talking down to me. When we hit the 40 minute mark my husband went up to ask how much longer it would take and the response he got was that we'd already received it....fortunately, the original cashier knew we hadn't received it and quickly fixed the problem.
So, the line I could have used but didn't - I know the owner. And I do - his wife grew up around the corner from us, and I've known her since she was in elementary school; I'm friends with her mother; I was invited to their wedding (though I couldn't attend); her father was my son's 4th grade teacher...yeah, I actually do know the owner, and he wasn't on site today. When we left, I contacted the owner directly and shared with him my experience.
Unfortunately, today, the customer service we received was not very good. There were a bunch of little things (out of a few items, yelling to someone in the kitchen to find out if something was available, things like that) but the moment when my frustration showed was when they messed up our order and claimed we'd received an item which we hadn't and when they realized we hadn't received it made it seem like our fault and told me I had to be patient because even though we'd already waited for 25 minutes (and this was based on the time on the credit card receipt compared to my phone - so yes, 25 minutes was pretty accurate) it would take time to make the food, all while talking down to me. When we hit the 40 minute mark my husband went up to ask how much longer it would take and the response he got was that we'd already received it....fortunately, the original cashier knew we hadn't received it and quickly fixed the problem.
So, the line I could have used but didn't - I know the owner. And I do - his wife grew up around the corner from us, and I've known her since she was in elementary school; I'm friends with her mother; I was invited to their wedding (though I couldn't attend); her father was my son's 4th grade teacher...yeah, I actually do know the owner, and he wasn't on site today. When we left, I contacted the owner directly and shared with him my experience.
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