Slow service and management guffaws
by Jay W. - Posted Thu October 11, 2007 @ 12:00 PM
On Thurday, October 11, I entered with three friends at 12:40 PM for an hour lunch at the Rock Bottom restaurant in Charlotte, NC. My friends had to be at a doctor's appointment at 2:00 PM. Thankfully we had driven two cars because after all the slow service and mistakes made, I did not leave until 2:20 PM.
After every course was ordered, they came out very slowly. Our drinks (one beer, a soda and two waters) took 10 minutes to be received. At that point we ordered our entrees. The entrees came out 24 minutes after ordering at 1:22 PM. When our entrees were served, mine was incorrectly prepared. So, it was sent back and the new entree was served 18 minutes later. By the time my entree was served at 1:40 PM, my three guests were needing to leave to get to their doctor's appointment. They hastily boxed their food and left. I stayed and ate my entree, alone.
To make matters worse, the check process took 22 more minutes to get correct and completed. At 1:58 PM, I sked my server, to bring me the bill. Seven minutes passed before she did. The check received did not indicate the use of a coupon I had brought in for a free entree with one purchased. I showed this to her. She apologized and took it back. Another 8 minutes passed before I approached her and a manager who were at the cash register and asked if my check was ready. He turned and glared at me without saying a word. I went back to my table and waited on the check. I paid the check and then waited another 5 minutes for the change to be returned to me. I finally left at 2:20 PM.
The thing that offended me the most and the thing that would have helped sooth my anger was a personal visit from the manager apologizing for the mistakes and the delays. But, nothing like this happened.
I would like upper management to address this issue with the members of management at this particular location. It was an overall horrid experience and I would not be inclined to return anytime soon nor will I have anything good to say about this restaurant to my friends.