Submitted Friday, February 19, 2010 - 12:41am [Dine in]
Only after reading all the reviews here first, I decided to give Coquitlam Grill a try. I love the show "Drivers, Dive-Ins, and Dives" so I'm always on the lookout for similar establishments in the greater Vancouver. I ordered a steak and lasagna and another meal-sized lasagna for take away. After receiving my food, I went home only to discover that I received two lasagnas but NO STEAK. I was fuming! I called the restaurant without any expectations but was relieved when the manager offered to deliver the food and reimburse me. I realize that mistakes happen, especially when you have highschool kids operating the front-end, but it's very important that the restaurant manager tries to recover the service. In my mind, the manager did recover on their mistake. Good job! I will be back to try your breakfast one day.
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Submitted Tuesday, September 2, 2008 - 6:55pm [Dine in]
My wife and I tried this place last night. The ambiance was nice and the restaurant was busy which could only mean good things. However, the first dish we got (titled A1) was a very simple but uninspiring sliced beef in beef broth. The second dish we ordered was BBQ beef. I can not comment on it because it didn't arrive...they forgot the order. The reason I am encouraged to write about this is that the management and staff did not practice one bit of SERVICE RECOVERY. After fourty minutes of waiting for our BBQ beef, a server came by and said there was an order mishap and they forgot it. She then asked if we still wanted it. My dining experience at that point was too disappointing to wait for them to make it again so I asked for the bill and received in short time. Not a single attempt at keeping our business was made. Not a "here, we'll make the BBQ for you at no charge" or "sorry, let us make up for it by giving you a voucher for your next visit...", something, anything. I think it comes down to an eastern mentality about business. It usually goes something like we screwed up, now pay your bill. Don't get me wrong, I am of Eastern decent myself, but it is undoubtedly the common pattern among all Asian restaurants. Will it affect their business, probably not. But will it keep some potential business away, I sure hope so. Customers pay a premium to dine out and i wouldn't want this to happen to anyone else.
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