Bad customer service with restaurant manager - Knife Pleat Costa Mesa - Buy Reservations
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🤮 1/5 - Bad customer service with restaurant manager
By 👻 @Neon Lee, 09/02/2023 3:00 am
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I booked the reservation by calling the restaurant few days ago because we were going shopping on a Sat. The receptionist said Sat they only offer afternoon tea menus and I had to pay first. I told them we had one vegetarian. The receptionist said put it on the reservation under special dietary restrictions. So they text me a link. I reserved through RESY which I paid at front (including 23% service fee). When we arrived at the restaurant, I reminded them we have one vegetarian here. The server went to the kitchen and came back saying they could not substitute any non vegetarian sandwiches that day. I was really surprised because I have been there many times and this was the first time they said that. I thought the server was new, so I asked for the manager. The manager came and she told us that it was when they opened two years ago they allowed substitution. I pointed out that I had proofs and it was not two years ago when they first opened. She was not apologetic but very entitled still. So I pulled out two pictures from my phone showing her I had vegetarian afternoon options there and it was within a year. I even enlarged my plates to show her the date and the veggie sandwiches I had. This manager’s name is Celeste. She was not embarrassed to tell a lie. She went on and said well she could not substitute it today because that would be taking away other people’s plate to accommodate my request. This was the answer from a Michelin starred manager. I was so shocked because she’s accusing me of wanting to take away other people’s food when I already informed the restaurant my request couple days ago before my arrival. It does not make sense at all. First, I made the reservation and paid for it couple days ago. If they could not accommodate any dietary restrictions, why do ask customers to put the special request column before I made the payment? The previous times, I put vegetarian options this place took good care of me that’s why I kept going back and bring more friends to dine there. Second, if they changed their afternoon tea to No Substitution for any dietary restrictions, the restaurant staff/manager could have called me before arrival so I could make other arrangements to dine at else where, but they didn’t. The manager’s attitude and method of handling situation was really offensive and not acceptable. If they continue to have this kind of customer service, I would say regardless of Michelin starred or not, this is not a restaurant worth dining in because you will have a bad experience with the customer service plus $$$$ out of your pocket. This is totally not worth it.
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