Friday, November 2, 2012
Scroll to the bottom to see Mark Gray, Executive Chef of Brooklyn Warehouse's response to my post!
Last week we had the worst few days. Imagine having to go to a seminar that talks all about how everything you have worked for for the last seven years is going to be over forever and you are going to have a seriously hard time coping with that reality. Oh and here is everything you are going to lose...
On the first day, I just wanted to go to a nice restaurant and enjoy the hour lunch off before I had to go back to the droning and unhappy reality waiting for us. Our friends had told us about Brooklyn Warehouse and it was so close to the seminar from hell. Reg and I almost ran there to be ahead of the crowd so we would be the first to enter and get service.
Seeing Boba Fett's helmet on top of the coat rack was a good sign. It also reminded me that somehow I was going to have to physically survive these three torturous days and get through Hal-Con. Yes, I needed real food. We could have ran out to Tim's or Subway but I wanted the first day of my longest week to start off right.
We were the first people in the restaurant and I started to notice that everyone else was getting service before us.
Service, water, menus and food... all before us.
By the time we got the menu, most people had eaten and already left. We were nervous about ordering since we only had about 20 minutes to get back but we thought sandwiches were the fastest and easiest to make so I ordered the brisket and Reg got the BLT.
We found out that there had been a fire in the back which had thrown things off in the kitchen and the server did apologize to us. But everyone else had food. Everyone else was gone.
She told us ours was next. We waited. I started to panic. Could we go back without having lunch? I was starting to feel like a hostage to the place because we were now going to be late for the seminar from hell and we had nothing to eat. No complimentary bread. No drinks on the house. Nothing!
I went to the washroom and said to myself, if the food isn't there by the time I get back, we are leaving.
Which is exactly what happened. We put some money on the table to pay for Reg's Coke which was the sustenance for our entire afternoon and left. With my card on top of the $5.
Thankfully we had a big breakfast from Tim's that morning which, with Reg's Coke, got us through the seminar. Afterwards we were starving and got some A&W on the way home. One thing about fast food? It is consistent.
Yes, our server was polite and apologetic but that does not mean she provided us with good customer service. The fire did not explain why everyone else was treated better than we were and that we were left for an hour and 20 minutes without any food at all. It was probably one of the worst eating-out experiences I have had in a long time and happened during the most uncomfortable weeks of my life.
Although treated courteously, it only happened when our existence was acknowledged which for the most part rarely happened. It was painful to see the rest of the entire restaurant be treated so much better than us and actually get to eat when we left starving.
I do not forgive them. I will never go back. Brooklyn Warehouse, you get zero out of five wooden spoons.
My apologies about the service you felt you received here at The Brooklyn Warehouse.
When talking to the front of house staff, they had a different story about when you arrived, when you ordered and the "unforgivable service" you received. Your server was actually the floor manager, and was also ultimately responsible for the safety of her staff during the small kitchen fire that took place.
Unfortunately, your order was placed just as the fire started. All the other previous orders on the board were already started and could be finished without the fire causing any harm to the food. Your food didn't get the same result. In my experience, when you have a fire, it is in your best interest to drop what you are doing and contain it before it gets out of hand. It is the safety of our customers and our staff that comes before the wait time of your food. We have a rule here; if a table has a time limit, it gets a RUSH modification attached to it when printed. You did not tell your server you were on a timeline and after she told you about the fire, you did not mention anything about having to be anywhere for a certain time, which would have been a perfect opportunity to do so. After the fire was contained and service was good to continue, the kitchen did its best to put every order out as quick as possible.
Your server, who saw that you were distraught, informed you that your food was one of the next in line and that it would be up soon. When it came up, she began to take it over to your table, then noticing you were not there. Not even having the courtesy to say "You took too long we have to leave". For someone with so much "Foodie" experience, wouldn't you say that was rude? Not to mention a waste of our time and product? We did the best we could with the situation we were given. These things happen and as it goes, "Good things come to those who wait".
The Brooklyn Warehouse
Posted by Suzie Ridler at 10:49 AM