This is what happens when you have a (what seems to be) very successful restaurant and you're not prepared for the effort it needs to continue the good customer service you had when you began. The staff become overwhelmed, and cynical. And are placed in a position where they cannot care, even if they want to.
We went for lunch. The restaurant was very full, and there was a 45 minute wait - outside. We said we would come back for supper and asked if we should make a reservation. We were told that would be a good idea. The lady gave us a business card with the telephone number on it. She also told us they did takeout, and if we called ahead our meal would be ready when we got there.
We decided takeout would be best. About 1800 hrs that evening we tried to call. No answer. After several tries the phone went to voice mail with a voice saying the "voice mail box was full and we should call back."!!!!!
So we went to the restaurant at about 1830 hrs or so to place our order in person, First mistake. It was very busy. We asked for a menu so we could order for takeout. An obviously very stressed waitress who was trying to put cash through the register as well as enter new orders finally looked at me (after my standing directly in front of her for a few minutes) and said: "what table were you at?". I explained that I had not been at a table, I wanted to order takeout. She handed me a menu and then went off somewhere. A few minutes later she came back. There were now three or four people behind me wanting to pay their bill. As she came back she looked around me and took the bill from the lady behind me. I looked at her directly in the eyes and said (politely) "I would like to order something." With a withering look she said: "What?" I gave her my order, and paid. Second mistake. She said: "that'll be 40 minutes." Note that prior to my giving her money there had been no mention of a 40 minute wait. I should have asked. Third mistake.
So, now that she had my money I was committed. Fourth mistake.
Terrible.
Terrible service. Terrible attitude.
I went back 40 minutes later. She pulled our meal out from under the counter at the cash. I said "Is it still hot?" Another withering look as if to say "What are you complaining about?"
When we got it back to the apartment, as it turned out it was excellent food.
Still, I think this is an unacceptable way to treat your clientele.
However, if you're willing to put up with this, go for it.
I feel like I was suckered.