Up to this point I was trying to watch the kids and happened to be just watching this interaction. But from the moment the "owner" walked down, it was obvious that he was so wrong. The poor fellow who was waiting had a relieved look on his face, surely things will be addressed now. However, the staff looked like lost sheep until one of them realized that the owner was upstairs, so they just called him to take care of this. Typically a story ends there with either a polite but firm NO, or the head of the staff is empowered to make some sort of decision. The waiter had given him the impression that this guy would be able to make that call. The man explained to the head waiter that he has been coming here for the past 40 years, since there was someone in his party from out of town who had brought this coupon, is there any way to make this coupon work. The issue seemed to be about some small print on a coupon where only one per table was allowed. I took the kids and waited in the front for my wife to join us when I witnessed what I would consider one of the biggest no-no's in customer service.Īn elderly gentleman came with a waiter to the front to talk to the "guy in charge", who seemed to be simply the most senior host, not really a manager. When we finished eating, we packed some left overs to take home. 5 or so mins later though, another booth opened up and we moved and commenced to order. We saw a booth open up, but somehow our waiter and the rest of the staff did not communicate well, so it was given to someone else after we waited 10 mins for it to get cleaned. The wait was much longer than promised, they only accept paper coupons, and they put us (with a little kid and an infant) on a huge table where it was impractical to be able to deal with the kids. I noticed a couple of issues with customer service at first when we got in. The pizza has exactly the type of dough that I love (reminds me of homemade pizza), so I was psyched that this is an establishment that I would look forward to eating at again. The food itself was pretty good, took a while to come out, but the pizza we ordered (both pan style as well as thin crust) was very good (except one type of mini pizza that was very "meh). had good pizza, so we figured we will give it a shot. We had driven past it in the past and it never really registered as anything noteworthy, until my wife read somewhere that it. This was our first time trying out this restaurant. Summary: Great food, but witnessed a shocking interaction with a customer (details below). Spread the word, when they mess up they don't admit, they fight with the customers. Pizza was OK but definitely not worth being abused for. Before I left I waited to speak to Dave the manager and let him know what a disappointing experience and he again was argumentative and defensive told him it was disappointing experience for him as well. The bus boy was great though, he got us to go boxes, water and took my credit card to the pay the bill. Candace never checked back, Dave never came by. I guess when my friends pizza were wrong they decided not to make mine. When another server delivered them I asked how long these typically take and she said 10 minutes.
My pan pizza took over 45 minutes to be served. David the manager said this is how they cook it and when my friend said fine just leave then, he said this was his pizza now.
All she wanted was a new pizza undercooked, per their standards. burnt David the manager was defensive and argumentative. When my friend requested a new pizza not so. The cheese thin crust was over cooked the edges were burnt. Order 2 thin crust pizza and 3 5" pan pizzas. and poor management from the floor manager David. American Restaurants for Lunch in Lake Bluff.American Restaurants for Families in Lake Bluff.Hotels near (MKE) General Mitchell Airport.Hotels near Artists on the Bluff Station Gallery.
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