Member since: June 15, 2011
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Just got back from a lunch where I spent 50 minutes in restaurant and didn’t get a single bite of food but LOTS of very bad service.
My party of 2 entered restaurant off of Elgin street and walked down a long hallway to enter eating area. (Atmosphere is a modern version of rendezvous BBQ in Memphis)
We were seated by waitress passing by as the Elgin entrance appears to be a back entrance to restaurant. Upon being seated we sat for approximately 5 minutes before being greeted. A server approaches us and asks is she can help us and I ask a question about potatoes on the menu since there is not description on menu as what the difference between potatoes may be. She says she doesn’t know she is in training and will have to ask someone. So she asks for our drink order and I ask for lemonade. From my view of the restaurant, I can see a large picture of icy yummy looking lemonade sitting in the bar area. The waitress proceeds to ask me sweet or un-sweet? I say nicely I would like some lemonade and she looks at me very confused and says I don’t think we have lemonade the only thing anyone has ordered is tea or Pepsi. So I point out the jug of lemonade and she says she will have to ask if they can serve us lemonade. At that point she starts to walk off and my boyfriend has to shout after her that he wants water so she comes back to the table and says she will check on potatoes?? As she says this another waitress stops by and gives us the potato information. After dropping off the drinks the trainee leaves us sitting there without taking our order. Another 5 minutes go by and yet another waitress shows up to take our order.
So we sit there and sit there and sit there .......... for forty minutes. At no point does anyone stop by to help us with anything. I flag down our waitress to ask for more to drink and she mentions food will be there in a little while. At this point I check my cell clock and see I have already been gone from work for 60 minutes. I flag the waitress down and ask her to go ahead and bring us the bill and switch our food to takeout. 5 minutes later our food shows up boxed up but no bill. When the bill shows up she tries to drop it and leave but I was in the process of pulling out my card so she says "Oh you want me to go ahead and take it?" So when she drops of the bill I sign in a hurry and leave. After getting back to work I notice the check was WRONG. I never sign before leaving but was in such a hurry that of course I paid the wrong bill.
At this point I am beyond upset, so I call and ask for the manager. I get to talk to front of the house manager Aaron. He said this was a soft opening. Thats it. He offers to make it right if I will come back in and eat another day. But will not refund my credit card for the WRONG amount. I point out to him that if I paid the wrong bill chances are someone else is having a bad experience right now as well because they have wrong check. He didn’t seem to care and gave me a very sarcastic response. I was trying my hardest to remain civil but at this point I hung up as management did not seem to be any more capable than the wait staff.
I spent my college days waiting tables so I understand soft openings are not perfect; but, I have been to several other McNellie's Group soft openings and didn’t experience anything like this. The total incompetency and ineptness was amazing. I love Dilly Deli and McNellie's but right now I am so disappointed I will not be giving any money to McNellie's Group for a long time.
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