"I appreciate your willingness to address my concerns, but I want to clarify that I'm not interested in contacting your management team directly regarding my experience. I'm not seeking compensation for the poor service; no amount of free services can make up for the time and frustration I experienced.
I believe your efforts would be better spent on training your staff to understand the importance of urgency in their roles. My husband and I recently visited the Red Robin in Waldorf and were seated promptly at table 65. Our server took our drink order quickly—one Coke and one Poppin Purple Lemonade—but unfortunately, that was the last we saw of her. Instead of checking on us, she spent time socializing with a group of four other employees in a corner.
When she finally left that group, we assumed she would retrieve my drink from the bar. To our surprise, she went into the kitchen to attend to another table, where she even apologized to them for their wait. Frustrated, my husband and I decided to pay for our drinks and leave—despite having already spent over $8 on two non-alcoholic beverages, one of which we never received. As we walked past the bar, we noticed my drink sitting there, neglected, which clearly indicated that our server hadn’t bothered to check on it.
I approached another employee out of exasperation to request my drink to-go since it had already been paid for. My frustration isn't directed at the individual employees; rather, it's a disappointment in the overall lack of attentiveness and customer service from the team. This raises an important question: where is management during these situations? Shouldn’t they be actively present on the floor, engaging with guests? While I don’t expect five-star service, I do believe that basic customer service standards should be upheld. The absence of a sense of urgency among the staff suggests a possible lack of management oversight.
Thank you for your attention to this matter.
Sincerely,
[Your Name] "
Guacamole Bacon
