Edgefield….

Last Friday night, a group of friends and I got together for our monthly meeting of the “Ruby Council”. This is a group of friends that I’ve met on twitter that we go and Meet up at The Edgefield Manor out in Troutdale; We have some beers, then dinner and plenty of laughs.

While we normally get great service and have a great time, this trip was marred by some extremely bad service we received.  As I’m a professional in the service industry, I couldn’t help but to be shocked and a little perturbed.

I’m not saying we’re perfect, in fact, I’m sure we’re a servers nightmare, coming into the Powerstation Pub, needing a table for ten and eight separate checks. I know, that’s not ideal, however, we know that, we also try to be as accommodating as possible. We don’t mind waiting for our food. In reality, we’re there for the company and the good times.

This time should have been no different. Except it was. Our food took nearly 45 minutes to arrive. While most of us will overlook it, when one of our group got their Mac and Cheese, it was stone cold. The cheese on top wasn’t even melted. So, she asked that it be redone, not an unusual request.  Someone claiming to be the manager brought back a second dish, which was also cold. No heat whatsoever, (I actually held the dish, and it was stone cold). So rather than ask for a third plate of mac and cheese, she asked for some spinach artichoke dip. (Hard to mess that up, right?) Wrong. When it arrived, it was regular cheese, not melted. Logic would leave you to believe if someone had sent back something the second time, because it was cold, that you’d want to make sure something was heated through the second, OR THIRD, time.

When my friend made her complaint to the manager, I was appalled at his response, “We serve it warm, but if you want us to make it nuclear, we’d be happy to do so.” – Now, I work in the service industry – I would never confront a customer like that. It’s just plain unprofessional. – At this point, her dinner was ruined and the rest of us were a little peeved as well. I don’t blame the server, he still got a good tip, however, from a management point of view. That was not what we were expecting – and we’re now scouting a new place for our monthly meetings. I’m just sad that we won’t be getting Ruby, nor will McMenamins be getting our money.

(Follow-up: As you may have noted from the comments section – David, who is the District Manager for McMenamins’ Properties contacted me about our recent experience. He was very gracious and appreciative of our comments and he will make sure to follow up with the property to make sure others do not have the same experience we do. I appreciate his efforts and appreciate their apparent desire to follow-up on bad service. Thanks David for your efforts.)

Advertisements

11 responses to “Edgefield….

  1. I’m a proud member of the Ruby Council. It’s sad, isn’t it, since Edgefield is such a convivial place to gather, but everything happened exactly as you wrote it.

    I sell online, and if I reacted that way to my customers, I’d get some very bad feedback (and feedback is one of the most important things I have online to establish and maintain integrity). I noticed Friday night that our lack of enthusiasm over their service didn’t seem to upset the servers or management much at all.

    I’m surprised their customer service isn’t hundreds of times better considering the current state of the economy. That being the case, we’re speaking not only with our legs and money by moving on to another establishment and taking our money to that other establishment.

  2. such a shame. I have been a big fan and supporter of McMeniman’s for years. It actually stings a little to here about this. There is no excuse. In the words of Charles Barkley:

    “Man that’s turble. T-R-B-L…turble!)

  3. Hello “Ruby Council”

    Please contact me in regard to your recent visit to the Power Station Pub at davide@hq.mcmenamin.com. I am sorry we let you down and look forward to hearing from you, sincerely

    David

  4. Completely unacceptable service, Nick. I’ll be interested to hear what “David” has to say.

  5. In hindsight, I think I’m happy I couldn’t make it out for this months Ruby Council.

  6. As part of the “Ruby Council” I’m happy to hear that David has responded to you Nick. I have always enjoyed McMenamins and hope this was just an “off” night for them.

  7. I “hate” that kind of service. That kind of manager has been at it too long, and needs an extended “break”.

    I also hate “emphasis” via quotation marks.

  8. Did the manager offer to comp some portion of your meals or give you some enticement to return? Just his word that he would follow up seems a bit hollow.

    • The Manager On Duty did comp the dinner that was never right. As for the rest of us, no, none of our meals were addressed. So we’ll see what the District Manager does.

  9. Pingback: 2010 in review | Schnikisms

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s