Quote:
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Originally Posted by Gemini Cricket
BTD ~ Your food never came? Huh?  |
This is the letter I sent.
To Whom It May Concern:
I am writing to let you know about the terrible experience I had in your restaurant on Monday, March 20, 2006. I was acting as “tour guide” at Disneyland for some out of town family. Since I frequent Storytellers Café on a semi-regular basis with my friends, I decided it would be an excellent place to end our evening. I was dead wrong.
We arrived at 6:30 pm for our priority seating time. Our estimated wait time was 15 minutes. No big deal, we took a seat and waited. About five minutes later our buzzer went off and I realized that I forgot to ask for a table instead of a booth to accommodate a heavy party member, so I mentioned it to the hostess taking us to our seat. That’s my fault. What happened after pretty much set the tone for the rest of the evening.
The hostess left us to go check for a table. Instead of coming back and letting us know it would be a few minutes (so we could move out of the way) she left us standing awkwardly behind the hostess stand for about 5 minutes while she and another hostess scrambled to find a table. We were in the way of the host staff and parties being seated.
We ended up being seated at a table in an obviously closed section (at the front of the restaurant to the left of the waiting area). It was apparent we were being ‘dumped’ on a waiter in another section. [name removed](our waiter) did the best he could, scrambling between two sections. I want to make that clear. We waited about 10 minutes for our drink order to be taken. During that time no one acknowledged us or brought bread or water to our table (something that in the past had been done almost immediately by at least a food runner).
When [name removed] came by he took our drink order and promptly brought the drinks. He then took our order. [name removed] was awesome and was doing the best he could with a full section and us in a completely inconvenient section. After about 10 minutes I finally asked for bread since none had brought and we were starving (which he promptly brought over).
After another 10 – 15 minutes our order finally came out. Two of the four items were not correct. My mom ordered a hamburger (no cheese) with a side of Thousand Island dressing and I ordered the chicken quesadilla with no chicken (which I have ordered in the past with no problem). The burger had cheese on it, no dressing anywhere to be found and my quesadilla had chicken in it. We sent both meals back.
The food runner brought the orders back within five minutes. The burger was right but now the quesadilla had nothing but cheese in it. I sent it back yet again to be corrected (everything but the chicken). After 15 minutes and no quesadilla I flagged down [name removed] and asked him to cancel the quesadilla since it still wasn’t out, my party was done eating (the dressing never appeared) and I was concerned to what the kitchen staff may have done to it (working in restaurants I’m aware of what kitchen staff will do, appalled but aware). [name removed] cancelled the quesadilla and removed it from the bill. I left hungry and ate dinner when I got home.
I don’t know what was off in your restaurant tonight; but I am severely upset at the service we received. It seems that instead of asking us to wait a little longer for a table in an open section we were pawned off onto a server with a full section no where near the section we were seated in. As a result our service (and probably others) suffered. [name removed] did the best he could but was unable to offer the attention that a server normally does.
I hope you will look into this issue and offer additional training for your hosting team so this situation does not happen to anyone ever again. I also wanted to add that throughout this there was no manager to be seen or I would have brought this problem to their attention right away.