![]() ![]() I truly believe that you never really know the level of a service a place offers, or if they appreciate their customers until either something goes wrong or if a customer asks an odd request. I couldn't believe that his guy would truly be the owner and talk to a customer that way (you can say no and be polite, or in this case be an a-hole), but I asked the hostess on my way out if that was the owner, and she confirmed it. After the man left, the owner and his staff had a short laugh and a joke about not doing a "silo musical chairs" (remember the coupon small print said something about one coupon per table). ![]() My mouth literally dropped open, and the poor old man at the receiving end of this seemed to have just started walking back, probably wondering what just hit him. Instead the owner said this "if you cannot afford to eat here, go somewhere else." and it was said with the biggest ego one can imagine. At this point I expected it to just end there, with an apology that things cannot be worked out. This was followed by a repeat of what the small print on the coupon said. When the man started explaining the story, a loud "get to the point" was the first audible response I heard from the owner. First, the "owner" was looking down at this man as if he just wasted his time by making him come down. My ears truly perked up and I felt I was watching one of those TV shows on food network when the following happened. 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. An 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. 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. 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). We had driven past it in the past and it never really registered as anything noteworthy, until my wife read somewhere that it had good pizza, so we figured we will give it a shot. This was our first time trying out this restaurant. Summary: Great food, but witnessed a shocking interaction with a customer (details below). ![]()
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