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Native New Yorker / Bad service

1 Yuma, AZ, United States
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I'm posting this for everyone to see. This is a copy of what I sent the company. I am 100% NOT HAPPY WITH THEIR SERVICE.

I ate dinner at your Yuma location today (1/9/09) and I had the worst possible dining experience ever. We had a party of 6 and we ordered food sometime around 7:30pm. We waited for our food for about 2 hours. I watched other diners come and go, and similar tables of 6 who were seated well after us and left well before we did. I'm 100% positive we ordered (not arrived at restaurant, but SAT at table and ordered) around this time, due to phone calls and text messages at this time. Our food took nearly 2 hours to arrive at our table, and then I still had to wait about 10-15 minutes extra for my entree and my little brother's dinner to arrive (all orders were placed at the same time). I asked to speak to a manager and was referred to "Jay". He apologized and offered a 50% discount on the ticket(everyone at the table heard this percentage). I agreed to the discount and ate. My wife and other members of my family had to leave, due to an appointment, and left my brother and I at the table to pay. When I received the bill, I was shocked to find only a 15% discount, being charged for a salad that our server OFFERED (he did not ask whether or not I wanted to ADD a salad, he asked whether I wanted the soup or salad), and being charged for three sides of ranch dressing (I believe my wife asked for ranch one time), for a bill total of somewhere at 76-78 dollars. At this point, I was extremely upset and asked to once again speak with Jay. He came over and spoke with us. I told him I was unhappy, and my two hours of waiting for food was not worth a 15% discount, and had I known or if he had spoken clearly that it was to be 15%, I would have left and eaten somewhere else that valued my business. He then raised his voice at me and told me that I was NOT waiting for two hours, but that I had only arrived about an hour ago (which would have made my arrival time somewhere around 8:30). I told him that I was positive I had been here waiting for food since around 7:20 or 7:30, and he raised his voice (which has to be one of the most unprofessional things that has ever happened in all of my dining experiences). He then, with a bad attitude, told me he only offered me 15%, and asked me if what I wanted was the removal of the overcharged items and a 50% discount. I told him yes, that is what I understood, and that is what I am asking. He stormed away, and our server delivered my new bill for a total of 44.90 (I have retained my bill and will scan and email upon request.) I really don't understand how, and maybe it is my lack of knowledge in mathematics, a 78 dollar tab can be HALVED into 45 dollars. I don't understand why he tried to tell me what time I arrived when I am 100% certain of my arrival and ordering times. I watched two boxing matches and some basketball games during my wait. I brought my family from out of town to experience a two hour wait and rudeness from management. This is not acceptable at all. I was not appreciative of management's attempted intimidation tactics and his rudeness. I do not feel I will ever set foot in the Yuma location again, and I will make it a point to let everyone know the quality of service and bad attitude I received from the manager. I am now under the impression that my business is not wanted, along with the business of any of my friends, family members, co-workers, colleagues and other people I communicate with through e-mail and otherwise. Other dining establishments would have comped the full tab for a two hour wait and horrible service. Instead your Manager lied to me, indirectly accused me of lying about my time waiting, raised his voice and acted very unprofessional toward our table. I am awaiting a response from someone higher up the chain than this manager. I am also requesting that this complaint be sent to the CEO of this company. I also am requesting that the manager NOT call me, or communicate with me via any means. I do not want to have to deal with this rude person again. Thank you.


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