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Post by blaileigh on Feb 1, 2009 12:31:29 GMT -5
My email today--------- I am writing to express my profound frustration and disappointment at your restaurant on Saturday, January 31, 2009. Our party of five went to your restaurant that night with high expectations. Not only were my expectations not exceeded, they were not met.
We arrived at the Jet Stream at 5:30 p.m. for a nice Dinner before attending the downtown play Hairspray. The play was at 8:00 p.m. so we arrived in plenty of time for dinner. We also made a point to arrive early so we would not have to rush getting to our seats for the show. After ordering drinks we place our order around 6:00 p.m. At 6:45 p.m. after receiving no word from the waitress on our food, and no drink refills we finally flagged the waitress down and ask about our order. She replied out food would be out in a few minutes. Finally our order arrived at 7:00 p.m. and we found that it was incomplete, not receiving two side items that we had ordered. Also we did receive tea refills at that time along with no ice.
While eating the owner Mr. Pascal came by and asked where we enjoying our dinner. We explain to him that the timing of the food was unacceptable and the we where unhappy about having to wait one hour on our food. He explained to us that since one person in our party had ordered a Prime Rib Steak and the other person Crab Cakes that those items take 30 minutes to cook so the timing was correct. He also stated that the Jet Stream was busy that night. Explaining to him we had arrived at 5:30 that is was now 7:15 and that we had a show to see, he stated that we had plenty of time to make the show and laughed. Not only was Mr. Pascal full of excuses he was very rude. We where not asking for any monetary compensation of any kind from him, he asked and we told him about our service. He acted like because we had ordered certain foods that where being punished for our wait time.
The Crab Cakes in turn where not fix to eat they where very salty and the Prime Rib Steak was so tough if was also not fit to eat. The other three party members had pasta dishes that where fine. After finally finishing and paying our check we finally left at 7:45 p.m. having to make a mad dash to try and find downtown parking and make the show on time. Of course we where late to the show.
All in all the service was bad, the timing of the food was awful, most of the food was horrible, and the owner was rude and didn't apologize for anything. A special evening that was planned two months ago turned into a miserable dinner for five people. We would like you to note this about your owner, wait staff, kitchen staff and management at the Jet Stream Grill.
Mrs. Lee
My return email-- Dear Mrs. Lee I apologize for any part our restaurant had in making your evening unpleasant. We are blessed with an overwhelming majority of happy customers, who we work hard to please. Looks like there is nothing I can do for you. Neal
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Babs
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Post by Babs on Feb 1, 2009 13:43:35 GMT -5
We were there yesterday as well. There was an improptu group of about 20 of us for lunch. Becky, our server, was a delight!The food was great! There were no waits and the whole thing went smoothly. It must have been a challenge for Becky, but she smiled and was a pro! We all had a wonderful time and will be back!
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RuneDeer
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Post by RuneDeer on Feb 1, 2009 13:46:48 GMT -5
I hate that "one entree takes longer, so everyone has to wait" bull. Funny how the 4- and 5-star restaurants rarely seen to have that problem. And if a restaurant is experiencing it often and doesn't have the remedy, the least the server can do is warn the patrons that such a thing might happen. Establishments that keep customers sitting with no communication are the ones that go under due to bad word of mouth, so I hope Mr. Pascal is reading this.
That having been said, I wouldn't have placed an order at 6:00 and allowed this to go on until 6:45, either.
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Post by foodog on Feb 1, 2009 14:54:58 GMT -5
Not that I wished that awful evening on you, but I'm glad I'm not the only one upset about the service and food at this place. Do a forum search for my review if you haven't already seen it. I never did email Neal about it, but apparently it would have been a waste of time per his response. Someone let me know when the place goes down the crapper and a better place opens there.
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Babs
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Post by Babs on Feb 1, 2009 15:59:14 GMT -5
I'd read the reviews as well, and was a little sceptical about all of us going there. However, it was a very pleasant surprise! It was a rather late lunch, and I think most of us had a sandwich of some sort. It was a bunch of handball players and others from the Sports Barn, and we're a pretty easy bunch to please. The only place we've found horrible was the Doubletree lounge in the old Clarion. I guess we went (just a few of us after work) expecting something other than a hotel bar. It was a lot more like an airport bar. Backless stools placed around a few tables, a small bar, and way overpriced beer and wine. I guess it's just the luck of the draw.
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bhmc449
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Post by bhmc449 on Feb 3, 2009 17:17:43 GMT -5
I have heard nothing but terrible things about this place....
(1) Crabcakes DO NOT take 30 minutes to cook. Preprepped cakes can be sauted and ready to go in about 6 to 7 minutes tops.
(2) Prime rib is something that should have been cooking earlier in the day. It doesn't take a lot of effort to cook it. I mean you really want that cut of beef on the rare to medium side anyways.
Sounds to me like a prepping food problem. All in all there are going to be some off nights in any restaurant. Cook sick, Runnner laid out, wait staff down, etc. Consistent issues like this will cut down your loyal foodies.....
At this point Neal should realize that predicting weather where you can be wrong (and the majority of the time) is not like the restaurant business....
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Bryan Stone
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Post by Bryan Stone on Feb 5, 2009 2:30:40 GMT -5
it would appear that the majority opinion is that the Jet Stream Grill sucks
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Babs
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Post by Babs on Feb 5, 2009 7:45:51 GMT -5
I guess it depends on when you go and the group you're with. We had 20 people and the service couldn't have been better. Our food was there within 20 minutes. We were there probably 1 1/2 hours talking and ordering more drinks or snacks after that. We all were having a great time! Every thing was made to perfection!
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Copperhead
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Post by Copperhead on Feb 5, 2009 13:24:06 GMT -5
The more I read about this place, the less interest I have in trying it. Especially in light of the e-mail from Neal.
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dvc
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Post by dvc on Feb 5, 2009 15:38:04 GMT -5
Ya know,there is a Krystal right down the street from the Jet Stream.Fast service and I bet the after effects would have made the show a night to remember.
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Post by HalfBrit on Feb 6, 2009 7:30:19 GMT -5
It's a shame to waste such a great location on such a sub-par restaurant.
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Babs
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Post by Babs on Feb 6, 2009 17:04:40 GMT -5
I promise-it was great for lunch-especially if Becky is working!
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bhmc449
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Post by bhmc449 on Feb 8, 2009 11:13:49 GMT -5
The more I read about this place, the less interest I have in trying it. Especially in light of the e-mail from Neal. Sounds like Neal has some trouble choking down his pride. Its a restaurant so you are not going to satisfy everyone. Part of owning is making it right when it is wrong. Restaurants rely heavily on the word of mounth (hence this thread, this forum). Me thinks he is upside down and up to his ass in that place...
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Dreamwebber
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Post by Dreamwebber on Feb 9, 2009 9:12:08 GMT -5
Is there anything on the menu that states that certain items on the menu take longer to cook? For instance I have a favorite restaurant that clearly states on the menu to call ahead for certain items and then on the menu for other items it says it could take an additional 15-20 minutes.
I think that might be helpful in the future if indeed crab cakes and prime rib take longer than other items or at least the waitress should have mentioned it when the order was placed.
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Babs
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Post by Babs on Feb 9, 2009 11:39:54 GMT -5
Very good point! Never thought of that.
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TNBear
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Post by TNBear on Feb 9, 2009 20:46:49 GMT -5
For some reason I doubt the this establishment makes each order of crabcakes from scratch. If indeed they take more time than usual it's probably because thay have to defrost them. Prime rib in any restaurant is precooked to a given degree of doneness and reheated as needed, no exuse for it taking very long unless it too comes from the freezer.
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Post by Tsavodiner on Feb 10, 2009 0:13:52 GMT -5
Poor old Neal's house has been in the replevin columns twice, now.
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Post by blaileigh on Feb 14, 2009 10:03:38 GMT -5
You know that a good I am sorry about your service would not have cost Neal P. one red cent. However an excuse will cost him some lost business....sorry I am still mad at H$LL!
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Babs
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Post by Babs on Feb 14, 2009 17:18:51 GMT -5
We all went back today. Right at noon, and the service and food were great! The soup was served steaming. We were in and out in about one hour. And that was about 15 of us.
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bhmc449
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Post by bhmc449 on Feb 16, 2009 12:13:06 GMT -5
We all went back today. Right at noon, and the service and food were great! The soup was served steaming. We were in and out in about one hour. And that was about 15 of us. All in all if we are raving about the mere fact that Neal and posse didnt "F" up a bowl of soup I'm still not convinced.... soup? really? c'mon.....
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Post by blaileigh on Feb 16, 2009 22:15:34 GMT -5
We all went back today. Right at noon, and the service and food were great! The soup was served steaming. We were in and out in about one hour. And that was about 15 of us. My friends and I will not be eating with Neal again
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Post by blaileigh on Feb 16, 2009 22:18:21 GMT -5
Yes heat up soup for 15, oh about 10 minutes...heat and serve hot!
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Police Moderator
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Post by Police Moderator on Feb 17, 2009 5:25:46 GMT -5
Paul said it would be like this.....
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Post by LimitedRecourse on Feb 17, 2009 8:59:02 GMT -5
He may not run the place well, but I'll bet he got a GREAT deal on the lease.
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Babs
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Post by Babs on Feb 17, 2009 9:54:22 GMT -5
Actually, it was a bowl of pasta and shrimp. I don't know what the other nineteen people had. I saw a lot of warm sandwiches. Maybe lunch is the best time to go.
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Post by foodog on Feb 17, 2009 10:46:56 GMT -5
Not on Sundays. See former post about my experience with that. I agree that I'm still mad, and that was awhile back. I think the problem is that lack of concern or caring. If they had said "You know, I'm sorry it's taken so long for your food, and that it was improperly cooked, but we will correct that for you right now" or something, it would have been fine. But being a server for 5.5 years and knowing how things go, waiting 30+ minutes for a plain burnt burger that was ordered medium rare then never seeing the waitress again until 20 minutes later with a recook (after the other person was finished eating) and then just dropping off the check with not a single word was unexcusable. I guess per his emailed response they only take care of the happy customers and don't care if the unhappy ones get very mad and start sharing their bad experiences with others. I'm guessing something forgot that the rule of "word of mouth" is that someone that is happy with their experience may tell 1-2 people, but someone that is very unhappy with their experience will tell EVERYONE.
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Copperhead
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Post by Copperhead on Feb 17, 2009 14:20:30 GMT -5
My family dined at a different area restaurant on Saturday evening. We came early, as we knew what sort of business many places attract on Valentine's Day. We had great food but an extremely long wait (it reminded me of this thread, as I'd ordered crab cakes myself & my dh ordered beef). I found the web site & saw that I could provide comments, so I did. The response I received is noted below.
Thanks so much for your inquiry. One hour delay for your meal is unacceptable per Kitchen and Manager Standards. It sounds to us like this was a server error, but with the information you provided, it is difficult for us to further investigate. In first place, we must apologize. In Second place, we would like to know at least, where were you seated and in third place, we would like to compensate you and your family members for the delay with a gift certificate to be used in your next visit, if you please, provide us with your address. Thanks and again, we are sorry your experience with us was not one of the best. Regards, ************
This sort of response is the kind that will have me walking back through their door. The management acknowledged that this was an unacceptable problem and apologized. Even requested more information to try to prevent this from happening again. I wasn't expecting any gift certificate offers to lure us back, but hey, I won't turn it down!
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Post by blaileigh on Feb 17, 2009 18:54:57 GMT -5
Now that is the kind of response that I was looking for, again just like you stated not a gift card but I am sorry...Neal I hope you are reading this!
Copperhead can you give us the name of the place you ate...!
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TNBear
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Post by TNBear on Feb 17, 2009 19:52:58 GMT -5
We once emailed a complaint to the now gone (thank goodness) The Loft. We received a gift certificate and used it only to be the unhappy recipients of a meal even worse than the one which prompted the complaint.
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Copperhead
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Post by Copperhead on Feb 18, 2009 11:00:50 GMT -5
Now that is the kind of response that I was looking for, again just like you stated not a gift card but I am sorry...Neal I hope you are reading this! Copperhead can you give us the name of the place you ate...! We ate at the Mount Vernon. Yummy!
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