Swingers Grille

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I made a reservation under my boyfriends last name 3 weeks before Valentine's Day. I made the reservation at 7:00 pm. When we arrived at the restaurant, the hostess could not find our name on the list and told us to take a seat until she could find us on the list. About 10 minutes later I went to the hostess to check on the situation with our lost reservation, she said that she still could not find us, but when I glanced at the reservation list I found our name and showed her. It was not like the last name was common by any means! Then the hostess kept taking others ahead of us instead us finding us a seat because they "couldn't find us on the list", so we were finally seated at 7:30! They sat us in the coldest section of the restaurant and I had to wear my coat because I was shaking so bad. The waiter even took notice when he finally came by after 15 minutes, but made a joke about it instead of offering to move us into the restaurant! Its now 7:45 pm and we just put our drink order in, mind you another couple was seated next to us and received their drinks from the SAME waiter before us! The waiter then comes back and tells us that the bottle of wine that we wanted was sold out, so we quickly chose another bottle, but we didn't see that until 8:00 pm! OK so it has been an hour after our reservation and we had just received our drinks, and finally got a chance to order our food. The table next to us had their salads already when we finally had the chance to order. They also got their food and check before we did! We didn't get our food until 8:30 pm and then we got our check at 9:00 pm! My boyfriend also did not feel very well after we got home from the restaurant, he thinks that his steak was not cooked properly!





OK it is now Tuesday, I could not call to complain about the service the next day since they are closed on Sundays and Mondays. When I called to ask for a manager to let them know about our experience, they said that he was busy and he would call me back. He called me back about 10 minutes later and I explained what happened while we were there on 2-14-15, and I stated that we were very unhappy with the service. He started off by saying don't you remember me? I told him that I never met him, and he continued to say that he was the one that moved us from the enclosed patio to inside the restaurant. I told him that we were never moved by anyone and that we were the table by the door in the back of the enclosed patio. Long story short his response to the coldness in the restaurant was that people were complaining it was too warm......I highly doubt that because it was 7 degrees outside and it was not warm. As to the delay, his response was....sometimes that happens and they just got backed up. All he kept saying was that he was sorry, that they would work on it and what would I like him to do about it! BTW this was MANAGER RAFAEL!!!!!



That is not how a MANAGER should handle a situation when a customer calls in to complain about terrible service. What he should have done was apologized, stated that this was highly unusual for the restaurant, offer a free meal for us to come back and to insure that this was just a fluke. Or offered some sort of compensation. I work in customer service everyday and if I said this to a customer I would have been written up or fired!