For many years this was one of our favourite restaurants, service had been good and the food was usually good. I find the ambiance only so-so. We would go for anniversaries or birthdays a couple times a year. We've sent many people there with high recommendations. So it was with lovely anticipation that we went there last night for my mother's 60th birthday.
When I called to make reservations for the party, I waited on hold for over 6 minutes. I hung up & called back, then was miraculously handled right away (I think they'd forgotten I was on hold). Then I had to negotiate in order to get separate bills for our party of 10 and have them accept any Entertainment Cards. While having to "get special permission" from the manager to do this seemed excessive, he gave us a limit of 3 coupons for the entire table, of which we only used 2 - this seemed reasonable.
Things started fine, though they were very slow to bring the bread. The starters were fine. Then the meals came, all EXCEPT for one. Manager said there'd been an accident in the back, her dish had been spilled, it would only be 4 minutes. Fine.
The promised 4 minutes was more like 15 minutes!! My poor aunt had to just sit there while we all ate our meals. I had the braised pork, which was tasty, but there was very little rice, which was poorly cooked, some hard and crunchy, some mushy! We all shared some of our meals with her (it would be cruel otherwise). By the time her meal arrived, we were almost done ours. She had the seafood hot pot, which again was tasty, but was very watery - more like a soup. Then we all had to sit while she got to eat her meal, however due to the nibbling, she wasn't able to finish even half of it. This was awkward for everyone.
We were all surprised when her bill arrived and she was charged full price. I brought it to the manager's attention, and he said "Well, I did you a favour by splitting the bills AND accepting the coupons". My reply was to thank him, but that had no effect or benefit to her, she did not use a coupon. He looked at me, stiffened, said "Fine", snatched her bill from the table and stormed off in a huff. She was given 1/2 price for the entree. The waitress tried to justify his actions. He continued to either glare at me, then when I saw him, he'd pointedly look away, as we went about paying our bills and leaving.
The reason I went through the trouble of bringing this to the manager is because it was going to affect the waitress's tip otherwise. It was not her fault, so I didn't think she should suffer for it. It was management's responsibility to make a mistake of this magintude right to their customer - a simple, sincere apology (his was VERY insincere), and even $5 off her bill would have mollified her and us. However 1/2 price with a bad attitude will ensure that none of us will ever return again. For the prices they charge (my bill came to $80 for myself & my son) one expects a little more. A true shame!