"UPDATE 06/27/2024): Overall Score changed from 1 to 4 based on response from business. It is always more important to recover, learn, and do better for your customers. Email from Director of Ops, First Watch STL. I just read your review describing your recent experience at our Chesterfield location. At First Watch, we pride ourselves on stellar customer service. It appears that we definitely dropped the ball during your visit. I have already coached management and the team member involved, as the customer service you received was unacceptable. This is not our standard. I would like to send you 2 of our Brunch Bucks $20 each) to both apologize and invite you back in. My reply: Thank you for reaching out and addressing my concerns regarding my recent experience at First Watch. I appreciate the prompt and effective measures your team has taken to improve customer service. While I am grateful for the offer of $20 coupons for brunch, I must respectfully decline. My intention in raising the complaint was not to receive free items, but to highlight an issue that I hoped would be addressed and prevented in the future. I am pleased to see that steps have been taken to improve the situation, and that is what truly matters to me. I will update my review to reflect these positive changes and adjust the overall score accordingly. Thank you again for your time and efforts. Always a fan of First Watch! The review: Prepare yourself for quite a long read. Frequent and regular First Watch customer for many years. Have visited many in several states. This is my first ever negative experience. Entered restaurant, early morning, greeted immediately, Only five tables in use. Young lady who seated me was not my server. I watched her tell my server that she had a table. My server was sitting down with another guest hanging out and looking at things on guest’s phone. Approximately five minutes had passed, and the young lady who seated me noticed that no one had visited my table. She went back over to my server who was still seated at another customer’s table) to tell her a second time that she had a table. She got up, entered the kitchen, came out with coffee. Walked up to my table and said, “you know what you want?” I ordered, she left to turn in the order, and returned to sit down at the customer table. She didn’t say hello, good morning, Nothing. Absolutely zero greeting! Food ready quickly my server brings it to the table, set it down, and walked away. She did not utter a word. Yep, You guessed it! She went back over to sit down at the table. I tried to get her attention because there was a problem with one item on the plate. Finally, after about 10 minutes, she came to check on me, and I explained that all of the bacon was overcooked and burnt. Her response? “It doesn’t look burnt to me! What do you want me to do? You asked for it crispy, and that’s not burnt.” At this point, I am quite taken back with the fact that she is arguing with me over burnt bacon. I had already completed the rest of the meal, but had not touched the bacon. Her attitude and body language became more agitated. I asked that she take it off the ticket and bring me an updated bill. She said, “so you don’t want the bacon?“ — At this point, I asked to speak with a manager. She immediately offered to pay the whole bill In an effort to keep me from speaking with a manager. Absolutely awful experience from start to finish. I paid for my entire meal, except for the bacon. Train to be better."
Chesterfield
