影片
更多
2015-03-04
2721 浏览
We thought the food at Craftsteak was pretty good but we are very disappointed with the service at Craftsteak. I can name a number of incidents regarding their service during our short 1 hour lunch break.1. When we walked in the restaurant, the manager / waiter came straight up to us, without asking if we had a reservation and said that the restaurant is full. We told him we had a reservation and we saw an empty table right next to the door so I asked if we could sit there. He said that someone
1. When we walked in the restaurant, the manager / waiter came straight up to us, without asking if we had a reservation and said that the restaurant is full. We told him we had a reservation and we saw an empty table right next to the door so I asked if we could sit there. He said that someone had booked that table and it’s unavailable. We insisted that we made a reservation and asked him to check. After checking, the manager came back to us without any response, and instead started cleaning the table and said we should sit there.
We understand that there may be errors with reservations and that’s fine. However, the manager could have communicated with us without banning us right away. It made us feel we were unreasonable to have wanted a table at the restaurant that we made a reservation in advance.
2. When we sat down, we quickly knew what we wanted to eat and told the manager that we were ready to order. He came back and started taking our order, however, as we were sitting right next to the door, he kept welcoming guests or talking to guests at the door before he finished taking our order. Before we even started ordering, the manager told us not to chase any of our orders today, as the kitchen is really busy during lunch. We ordered 3 sets and 2 of the mains were Angus Sirloin Beef, without asking us what our preference was, he assumed that we wanted it cooked to Medium, however, we heard him mumbling and we corrected him that we wanted the steak cooked to Medium Rare. When the food came after 15 minutes, we were handed our plates that were placed in very awkward positions (e.g. I had steak, but the plate was placed vertically instead of horizontally).
We understand that during lunch hours it can get very busy at the door, however, with normal respect, I think the manager should have taken our order first before serving anyone else at the door? Also, I think the manager should have explained to us in a friendlier matter that the kitchen is very busy during lunch hours, and it may take a little longer than usual for the food to be serve, rather than ask us not to chase. As a customer, I think we should have the right to ask about our food when it isn’t served on time. Moreover, it may sound tedious, but I think customers should have the final choice on how they want the food to be served, an assumption is not acceptable. Finally, I think it’s basic etiquette that a server should have to place food in the right position for their customers at a western restaurant.
3. During the meal, we realized that we weren’t given napkins nor were we given bread for the whole meal. We chased another Chinese waitress for the bread, but were not responded with good attitude. The waitress acknowledged with the slightest nod and no smile on her face at all. Also, we chased her twice, but neither the napkins nor the bread came in the end.
I would have expected that a restaurant under Dining Concepts should have sufficient training on how to act in a restaurant, even during the busiest hours. It’s ok to forget something, but I would expect an apology and also a smile on her face?
4. Finally, I highly appreciate that Dining Concepts will match our donation of $1 on our final bill, but I think it would be great if the manager could have explained to us the extra $1 on our bill first and not just handing it over (without a smile) and looking impatient.
We had high expectations with restaurants under Dining Concepts, and we were glad that the food quality at Craftsteak wasn’t bad. However, with the service provided, we believe there’s definitely room for improvement and we hope we would not be getting the same level of service the next time we visit.
张贴