Dallas BBQ Restaurant Complaint - Terrible Management

Review by Sisi on 2007-05-11
NEW YORK, NEW YORK -- To Whom It May Concern:

On Saturday, May 5th, my family and I visited your establishment located on 241 W 42nd St, and had the worst experience ever at any restaurant. Since we were in a group, naturally, we expected to be seated together. However, after a half hour wait, the hostess proceeded to seat us at separate tables at separate areas of the restaurant.

Earlier that week, I contacted the restaurant to make the arrangements and gave notification that we would be a group of about 20 persons. A manager named Carlos informed me that, while the restaurant does not make reservations on weekends, so long as our entire group was present, we would be seated together and in less than 25 minutes.

After I expressed my disapproval of the situation to the hostess, her response to me was, “Well, if you want to sit together, you’re going to have to wait an hour.” To me, having been told that there would be no problem serving us, this was unacceptable.

I asked to speak to Carlos. It is my understanding that customer service entails quelling customers and appealing to their disdain. It is also my understanding that the position of manager does not harass customers. However, this individual, Carlos, was not this.

Instead of alleviating our discontent, he made the situation worse. He said that the reason he disliked giving out his name and position was because he did not like people to “call him out on things”, which is what a manager does; they are supposed to take responsibility!

He did not speak to us politely, he yelled at us, reiterating the fact that there are no reservations made on weekends and that the party must be complete in order to be seated. I informed him that, indeed, all of us were there and waiting to be seated. Rather than admit his mistake, he continued to yell and argue back with my in front of my family, his staff and the rest of the customers. Then, rather than finding some kind of solution, he just walked away without even apologizing.

Fortunately, some other customers decided to leave allowing my family to sit together as we wanted. The only reason we even stayed was because 13 people in our group were children who had been excited about the reunion and the fact that we were all going out to dinner. My family spent over $300.00 at the restaurant with 5 out of the 8 adults present not eating.

Needless to say, my family will not be returning to that branch or any other BBQ branch. I will make sure that everyone I know hears about this awful experience and the poor customer service I received. Again, was very displeased with the performance of the staff and the attitude of the management, Carlos in particular. He should be fired immediately! Under no circumstances should that kind of behavior be accepted or even tolerated. The duty of a manager in the food industry is to listen to customer problems and then find a resolution. After all, customers are the only reason a business is open. Abuse them, and there is no business.

This individual, Carlos, screamed at me and humiliated me in front of my family. Our reunion was ruined. For all this, I am demanding that Carlos be removed from his position and that he apologize for the grief he unnecessarily caused us!

I can be reached through the contact information listed below. Your immediate response will be appreciated.

A very dissatisfied customer,

Comments:15 Replies - Latest reply on 2007-05-13
Posted by Anonymous on 2007-05-11:
I still would have left, how could you enjoy your meal after that?
Posted by Ana on 2007-05-11:
yet you stayed after being humiliated and spend $300 at this place .... I don't understand why people do this. If i feel like i'm not being treated well any place where i'm spending MY MONEY i get up and out .... specially at a restaurant, i don't argue with the people that make my food (just the thought of someone spitting in my food would drive me nuts) but if i was to argue (some times you just can't help it) I WOULDN'T EAT THERE...
Posted by Anonymous on 2007-05-11:
Did you leave a tip? If the hotess/waitress was being a jerk also I would have skimped on her tip. But a group that large they probably added 20% for themselves?
Posted by Anonymous on 2007-05-11:
To expect accomodations for a group that size on a weekend in less than an hour is asking a bit much. You must not dine out much and have unreasonable expectations - particularly of a restaurant that has a no reservation policy already in place. This one is on you - stop trying to get the guy fired.
Posted by Anonymous on 2007-05-11:
Yeah really, pirate has bills to pay and mouths to feed.
Posted by Anonymous on 2007-05-11:
Posted by Anonymous on 2007-05-11:
Posted by Skye on 2007-05-11:
No restaurant is worth being treated like that. I would of said, later Carlos. I would also have been leery of what might have been that special spice added to my meal.
Posted by Anonymous on 2007-05-11:
Special spice rub.lol
Posted by ejack053824 on 2007-05-11:
I wish I was there!! LOL!!
Posted by Anonymous on 2007-05-11:
*LOL* They sure could have used you there, Ejack.
Posted by ejack053824 on 2007-05-11:
Yes they could of ZZ. Carlos would have been talking to himself after I got done with him.
Posted by Skye on 2007-05-11:
Really Ej?? I have a feeling Carlos would not be able to speak to himself or anyone else for that matter after you took care of him :O

And he would probably have to be spoon fed, and end up wearing diapers!!
Posted by Starlord on 2007-05-12:
My own special way of handling a situation like this has earned me a permanent 86 from a number of restaurants, but it does get my point across. I make sure that the waitress has brought me a full glass of water. I drop a quarter in the glass and cover it with the check, then invert the whole thing on the table. I then slide the check out from under the glass, and proceed to the register where we leave, forthwith. Usually, it is not discovered until the busboy goes to clean off the table, and can't figure out how to handle the glass, water and quarter. Once I left a penny, and the waitress yelled , "You call this a tip?' I smiled sweetly and said, "No, I call it a suggestion," as I left the place.
Posted by ejack053824 on 2007-05-13:
I like your way of thinking Starlord!! Very good! You just earned yourself on my trust list!! :)

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