I can handle mediocre food (just put ketchup and mustard on it to make it taste good), but bad service really grills my goose, so to speak.
Here's a breakdown of my experience:
1st time: Service was prompt. An older blonde lady was my server, and there were no complaints. I ordered a fruit salad, ate 10 bites, asked to get the rest of it to go. No problems.
2nd time: From the time I sat down to when I received a menu, it was a 15-minute wait! Server never apologized for the wait. Another 10 minutes for the hamburger. Server apologized for the wait on that. This was about 2pm, so it wasn't that busy. Went up to pay check. Assistant manager and restaurant managers that were there never asked stuff like, "Hello, how are you, how was your meal." She was busy talking (not to me).
3rd time: Joined some friends who were already at the table at around dinner time. They had already ordered food. 10 or 15 minutes later, they still didn't receive their food, but server came by and stated it was late because the cod some of them ordered took the longest. I was thinking of ordering, but changed my mind. I left and I heard later it took another 10 minutes at least for them to get food.
Rest of the times were average. However, a bunch of small things:
- If you ask for relish or mayo, at least take it out of the small condiment packages and serve it in a cup! It's kind of tacky otherwise.
- If you ask for a burger with no onions, and for mustard, please don't bring a burger with onions, and don't force me to go hunt down a bottle of mustard.
I am not defending the restaurant at all, but like another poster said, I wonder at the small handful of players that may make them resent us. At the cash register, some guy gave $25 to the cashier and muttered "keep the change" and walked out. I looked at the bill and it was for $23.85. I cannot judge, and perhaps he really had bad service.