Ordered the black truffle grilled cheese (28$) and it was served without black truffles in it... mentioned it to the server and manager came out to say that they were out of black truffles... ‘sorry’. Guess they thought the client would never notice. And the way the manager addressed the situation was all wrong - very bad service culture in the establishment. Basic client experience standards for a high-end restaurant were non-existant and service was sub-par; Servers don’t know what is still available on the menu (we wanted the halibut, ordered it, then were told it wasn’t available). They don’t serve the wine by the glass at the table so you can’t see what they have served you. After the truffle incident, you’ve got to wonder... that being said, not much met our expectations in this restaurant except the nice outdoor seating and the view of the marina.
I facilitate client experience training for a living in the hospitality and automotive industries, I guess the only good thing that came out of this is I have one more story to tell about horrible experiences and poor service recovery.
