My experience with Penn Avenue Fish Company started off pretty great. My team and I are here on a work assignment in the area. I found this place on Google yesterday, so we all agreed to check it out. The decor was really cute, and even though it was a small restaurant and crowded, we got prompt and attentive service. The waitress brought our food out quickly and it was delicious! We all loved what we had and agreed to come back the next day.
Today was a different story. One coworker ordered the black cod chowder, which he really enjoyed. Three of us ordered the salad. One had grilled shrimp, my boss had salmon, and I had the swordfish since she was raving about how great it was the day before.
The grilled shrimp salad came out first. After waiting fifteen minutes after that, we tried to get the waitress' attention to find out why the food was taking so long, but she kept flying past us delivering food to people who had come in after us. My boss finally got her attention while she was walking past us. My boss started to ask her about our food, but she rudely cut her off and said, "not yet", and kept walking. No explanation, no assurance, no apology, just "not yet."
We saw another staff member dealing with a problem order, so my boss went to ask her what was happening with our food. She told her that different food takes different amounts of time. (Thanks for the tidbit, Captain Obvious.) My boss explained that we had ordered a salad with fish and that it shouldn't take this long. She went back to check and told us that our food was in the window and it was coming out now. We basically waited over 30 minutes for our salads after the other salad had come out and we had ordered them together.
The waitress brought our food, still with no apology for the wait. Our coworkers had long since finished their food and were waiting for us. I had two bites of my salad, which tasted really good. Then I took a bite of my fish. It wasn't really hot for something that just came out and the salmon and my swordfish were burnt on the bottom. I explained to the other staff member about the fish. I told her that I didn't want another one since it took so long in the first place, and wanted my money back. She went to get the manager who turned out to be the rude server who we had already had issues with.
I told her that the fish was burnt. She said that it wasn't burnt and that all of their fish is fried all the way through or something to that affect. I think I know the difference between well done and burnt, but whatever. This isn't my first time out of the house. She asked me if I wanted them to fix up another fish and I said no. She said that she would put it in as a priority and I said no. I wanted my money back. It took too long and we needed to get back to work. She came over, put the money on the table and left. We barely saw her. No one apologized. The waitress / manager and the other staff member were rude and condescending. It was clear that customer service was a foreign concept for both women.
It would have been okay had there been better communication. It was busy, they are understaffed with there only being one waitress who happens to also be the manager. Mistakes happen and I get it, but to avoid us at first, cut us off when asking a valid question, and then not apologize for what happened says a lot. I would not go back there and I wouldn't recommend it to any one else. It is unfortunate, because the food was awesome yesterday. This place makes my the no-no list.
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