"It took 10 minutes to receive water. When we ordered a beer, it was brought to our table by someone other than our waitress and without a glass. My husband had to walk to the bar to get a glass himself because no server was in sight. We waited an additional 15 minutes for our waitress to return so we could ask for salsa and chips, during which time she was outside, presumably smoking or socializing.
When the appetizers finally arrived, we asked for sour cream, but after another 15 minutes, it still hadn’t arrived. The waitress eventually stopped by to check on us and I reminded her about the sour cream. Five minutes later, it finally came, but by that time, the food was cold.
At that point, I asked to speak with the manager, who never offered an apology and simply said we would get a new waitress. There was no offer of a complimentary drink or any kind of acknowledgment of our frustrations. The new waitress was nice and attentive, but the meal was already ruined. It’s sad to say that after driving 20 minutes to get there, we won’t be returning due to such poor customer service.
Though the food was very good, it simply isn’t worth the hassle. After paying the bill, we spoke privately with the manager to express our dissatisfaction with how the situation was handled. Unfortunately, she showed no remorse and seemed dismissive, saying she was sorry we felt that way when we mentioned expecting at least a complimentary drink or dessert for my husband’s birthday. It was clear that she didn’t care.
We plan to contact the owner, as it’s clear that the management needs retraining. We noticed the manager spent the entire evening chatting with the hostess instead of attending to customers or managing any issues. This was by far the worst experience we’ve ever had with restaurant management."
