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.)