Restaurant cannot accommodate brunch reservations of 6 or more, according to weekend manager who seems truly overwhelmed by his duties (and rude, to boot). Too bad, since the other locations can accomodate such reservations and have polite staff.
My experience was so horrific that I felt the need to inform others of their unprofessionalism & lies.
I placed an order for 150 burgers for an office party. I had ordered platters from there 2x before & had good experiences. Though my office is downtown, they were willing to accommodate us. This year they have a different manager, Peter, & it was a completely different experience.
I began contacting them weeks out. Peter was my contact. Right from the start, he was poor at returning my calls & giving me info. I told him weeks ago that we were downtown & he said it was fine. A week before the party, when I went to finalize the order, he told me that they don’t deliver downtown & he couldn’t accommodate us. We went back & forth & I reminded him that he had committed to it, so he reluctantly agreed. He was very rude & insisted we pay for the cab to my office, which he estimated would be $70-$80 (how could that possibly be?), & it was clear to me all along that he did not want to be bothered. B/c the price was still good & I knew the burgers were a big hit before, I placed the order. I was nervous, but I hoped for the best.
The delivery was scheduled to arrive at 3:00. At 3:30, I called Peter to check on my order. He told me that it had left & would be there in 30 mins. I was frustrated b/c it was supposed to arrive at 3:00 & he said to me “Oh, I thought it was 4:00.” He did not apologize. It only got worse from there. I asked him to check where it was & call me back. He called me back & said “You’re not going to be happy. The delivery guy dropped the order & was afraid to tell me b/c he was afraid I would fire him, but don’t worry, I didn’t charge you.” Charge me, that hadn’t even crossed my mind! I should be consoled by the fact that he didn’t charge me for an order I didn’t receive! Peter did not even apologize, attempt to make a new order, or offer me a discount. In need of the food, I asked him how quickly he can make a new order & he said (very begrudgingly) that he can have it to me in an hour (4:30). I confirmed it would be one hour & he said “but I don’t want you to be pissed if it’s later.” This man seriously needs a lesson in customer service. I was extremely frustrated as the party was well under way & the food was going to be late. I specifically told him to call my cell when they arrived as I would be attending the party.
At 4:45, the order had not arrived, & I began to call Peter on his cell & the restaurant’s number. From 4:45-6:00, I called both of these numbers at least 20-30x. No one ever answered either of the numbers. Peter’s cell went right to vmail (as if it was turned off) & I left messages. The restaurant (which I know was open for business), just rang & no machine ever picked up. Needless to say, Peter never contacted me. The party concluded & the burgers never arrived. Everyone kept asking where the burgers were, & I spent the entire party checking my cell, running back to my desk to check voicemail, & calling to try to get someone to give me an update.
The next afternoon, I still had yet to hear from Peter or anyone else from 123 Burger Shot Beer. I called the restaurant & Peter answered the phone. I recognized his voice after dealing with him for the last few weeks & said “Hi Peter.” He obviously recognized my voice as well & said “this isn’t Peter.” I said, “Peter, I recognize your voice, I know it’s you.” Equally appalling, he then said “I’m sorry, I can’t hear you.” There was no problem & I could hear him fine. He asked me to call back, which I did. When he picked up the phone, he knew it was me (proving that he could hear me fine). I asked him what happened to my order & he claimed the delivery person got lost & wasn’t able to deliver. I asked him why he never contacted me, & he said he called me on my office line (which I know was not true). He had no answer for why he never called me on my cell, left any voicemails, or why no one picked up his cell or restaurant number for hours. I told him how unbelievably unprofessional this was & how embarrassing it was for me to not have the food there. He was not apologetic at all. I ended by telling him not to be surprised when he sees a negative review on the internet about what had occurred.
Moments later, Peter called me back & was suddenly very apologetic. He said he’d like to make it up to me & send over some food. I told him that we don’t need the food now, as our party was yesterday, & that this offer was far too little, too late & clearly only in response to my informing him that I would write a negative review.
I don’t believe that Peter ever had any intention of filling this order. I wish that he had just said no to it in the beginning instead of putting me through all of this. I don’t believe that the first order was dropped, or that the 2nd delivery person got lost. I cannot say enough negative things about this whole experience, especially dealing with the manager, Peter.