“Hit and Miss Food. Poor Complaint Management.”
The food is great if you are not there on a bad day. But if there is a problem, it seems they would rather throw a customer out of the restaurant than resolve the problem.
My wife and I have been to Matthew’s four times since we discovered it a few months ago. We had always been very impressed with the quality and taste of the food and coffee, and the menu has a nice selection of options beyond run-of-the-mill breakfast fare. My usual favorite comes with eggs, but this morning I wasn’t in the mood for eggs, so because they do not permit substitutions, I ordered pancakes instead. Their pancakes are some of the best I’ve eaten in a restaurant.
The problem started when they brought me only two of my three pancakes. The waiter told me the third would be up in a minute. It wasn’t a mistake—they intentionally only brought me 2/3 of my entrée. I thought that was pretty tacky, but if the problems had ended there, I would not have said anything. My wife ordered her eggs over hard, but the yolks were still runny. Also, part way through my pancakes, I bit into a piece of onion, which does not exactly have a flavor that compliments buttermilk. I asked to speak to a manager.
I explained to the manager that we have always been impressed with the restaurant in the past, but this morning, things were just off. I began by explaining about only being brought two of my pancakes. She insisted that should not be an issue, and it’s better than being brought two cold pancakes and one hot one. When I told her that was tacky, and I would have preferred three hot pancakes, she raised her voice and insisted there was nothing wrong with bringing me only 2/3 of my entrée. I tried to move on to explaining the problem with the onion and the eggs, but she cut me off and wouldn’t listen, continuing to try to convince me. In response, I raised my voice so she would hear what I was saying about the additional problems with the onion and the eggs. She refused to listen and she threatened to call 911 if I didn’t leave. I was not yelling. I was not doing anything to threaten or intimidate verbally or physically. I was simply trying to get her to hear me out, and she refused to listen and threatened to call the police.
I’m not one to readily complain in restaurants, and I’ve been known to talk to managers to compliment wait staff, but this morning, the problems were pervasive enough that I had to say something. Because we had liked the restaurant so well, I wanted to give them every opportunity to make it right and keep our business. I have never had a complaint handled so poorly and been treated so disrespectfully in a restaurant in my life. Mistakes happen, but this level of service is inexcusable. Needless to say, we are never going back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC