It took 40 minutes to get the club and chicken sandwiches that we ordered. When we asked why our food was taking so long, we were told that a chicken sandwich takes over 30 minutes to make. After we finally got our food, the waitress went over to the other wait staff and started complaining about us complaining about our food, which we could hear her doing, and then she came over to us and asked if ever thing was alright, as though we hadn't heard her talking rudely about us to the other staff. I completely would not recommend this restaurant to anyone ever.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 17, 2013
I am Peggy the owner. I was very concerned when I read your review and the other party that was with you review also. I never like to hear about my customers being treated poorly. I decided to review the tickets for that day and see who your server was and went even further and reviewed the security cameras to get a better indication of what went on that day. This gave me a very clear picture and time frame. I would like to say the customer is right every time and discipline my staff as to let you know what I found in this situation. I would like to address how long you were here. You were here exactly 33 minutes and 45 seconds. This is from the time you walked in my door till you paid and walked out my door. It took 21 minutes for you to get your food and this is from the time you walked in the door. The manager you spoke of is my husband and he is the owner. He addressed the issues you had about how long you claimed it was taking and how the chicken is prepared. My husband and the server discussed some other ways to tell customers about the chicken but they were not talking about you, but a situation. They were discussing an issue that came up at that time and should be addressed as any good business owner would do. She was not talking about you or saying anything bad about anyone. You must have misunderstood any of the conversations that was going on with her and my husband and any of my other staff. The server also discussed with you about the chicken after you had received it and apologized about the length of time and that we make sure it is not sent out raw. Again it was 21 minutes but technically from the time she actually took your order until you received it was 17 minutes. Which is just in the right time frame that it takes to cook my chicken breasts appox. 20 minutes. We also do not nuke the fries, I would never allow this to happen. I watched my cook put down fresh fries for you in the fryer, pull them out and put them on your plates and your server took them out. From the time he lifted the basket from the fryer until you got your plates was 5 minutes. This gave enough time for the grease to drain off properly and for him to plate up all your food. They don't drop temperature that fast in that short amount of time. I saw the server pick up a couple of your plates and they looked pretty empty to me. I just want you all to know I do take any and all complaints seriously. I do discipline my staff if they do not follow my rules here and this can mean being fired. My staff all know this very well as they have seen me do this. In this case I feel my husband was in charge of the whole situation and the server and the cook did everything right. As far as the rest of my staff I didn't see nor did my husband see or hear anything that was out of line in any of their discussions. We are all human here and everyone chats about life. My husband would have stopped anything he felt was going to offend anyone. Again I would like to say the customer is always right but in this case I can say you misjudged your timing, discussions and the fries being nuked. This was in no way meant to put you down. I just looked at the facts and sometimes I do find they speak for themselves and I have to stand up for my family, staff and business. I welcome you to come back and I would gladly show you the video of everything that day. I would also walk you through my restaurant and show you my procedures. Have a nice day.
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Peggy Janecek Owner of Peggy's Place
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.