Cynthia Lee-Couderc •
27 Apr 2014 • 1 review • 0 follower
Be warned. The experience below is written in full and rather lengthy. Read it if you guys would like to know the truth of the terrible experience we went through.
It was one of the worst dining experiences my friends and I ever had (all 7 of us). Right from the start, we could tell something was amiss. All the staff seemed flustered and overwhelmed. When we first sat down, my husband got the attention of one of the staff (lady at the cashier) & ordered a beer. Once we knew what to order, it took us a few attempts to get one of them to take our orders. One of the guys (young dude) came over and we ordered our food: lvl 2 spicy wings, 2 rib eyes, 2 full ribs, 1 lamblet, 1 baked potato and 6 more drinks. That was approximately 8.15pm. The lady came ovr and double checked my husband's first order of beer which we confirmed. Drinks came after 15 mins, without my husband's beer and one of the drink orders wrong. We highlighted it to them and it took another 15 mins before the beer and the right drink arrived. At 9pm, wings arrived, with no plates, utensils and napkins. After failing to grab someone's attention, a friend and I actually got up from our seats and went to fetch them on our own. Wings were REALLY spicy.. For level 2. A few friends couldn't eat them and we were discussing whether they are really level 2 as we did not expect level 2 to be so spicy. By 9.30pm, our orders had not arrive and one of my friends had to cancel his order as his appetite had disappeared after the long wait. Our orders started arriving at 9.45pm, with one missing full ribs. After 5 mins, I checked with one of the servers and she proceeded to check with the kitchen.. And went off to clear other tables. I had to chase after her to find out the status of the order. She claimed they were cooking it. I asked her was the order even put through and she insisted that it was and they were already cooking it. At that time, I didn't think twice about why one order of ribs came first and the other was only cooking then. However, I was very dissatisfied with the staff for not updating me immediately after she checked with the kitchen and instead went off to do other chores. I approached the lady at the cashier and told her about it and she apologized with the excuse that last night, for some reason (she claims it was due to good reviews on Facebook) which lead to an increase in patrons which the restaurant was not prepared for. That rather confused me. If you are not prepared for a full crowd on a Saturday night, when will you be prepared for a full crowd? About 10.10pm, the last order finally arrived. Food was good, which I felt was their redeeming factor, until what happened next. I told the lady that it will not be right for us to pay service charge, and she replied that they do not charge service charge. I said, the fact that we are practically self servicing, shouldn't there be any compensations, which she replied that she can give us a round of free ice-cream. To provide a better analogy, one of my friends, who owns a chain of retail clothing stores, said "this is like me telling my customer who found a problem with a dress she bought at my store that I will give her an extra free paper bag." I said no, we do not want free ice-cream, we rather get a discount, which she replied that she could give a 5%, and that she can't give more because they already do not charge service charge and gst. Wow. That is a sure way to get 7 first-time customers never to return again.
The last blow: bill came. Wings were level 4! Some of us couldn't take food that's too spicy so we purposely went for level 2. With level 4, it actually resulted in food wastage as the rest could not eat more. We raised it to the lady once again, and indeed, the server had made a mistake (even though he confirmed the order with us when he took it). New bill came with a higher amount. The first bill came without the 2nd order of full ribs so they put it in the 2nd bill. That's when I realized, the 2nd order of ribs came so late because it wasn't even put in in the first place! And although it arrived 2 hours later and after everyone was done eating, they still had the cheek to charge us for it! Not to mention, the server totally lied to us about the order being put in before!
We are fully mortified by this restaurant's lack of ethics, integrity and business decisions. Not only do they lie to the customers, make the customers serve themselves, they were even more concern about the profit margin of the night than how to rectify the problems and retain their customers for the future. The least they could have done was let us leave feeling that they tried making it up to us, instead of feeling more deceived and cheated.
Sorry for this long post, but people deserve to know the truth. One-off experience or not, it was bad enough to turn us away from them forever.
I hope they will reflect on their decisions and actions and treat future patrons with more honesty than they did with us.