We had a very special birthday dinner here last year that we kept raving about to all our friends. The food was delicious, the service excellent, the entire evening highly memorable. Our experience made such an impression on our friends who have been looking for a special restaurant on Cape, that when they wanted to treat us to dinner, they took us here on a Sunday night.
Well the evening this year was memorable (or forgettable), but for a whole different reason. Not only did we not enjoy our food, but 2 of us got sick from it the next day, the other 2 just had bad taste in our mouths. More specifically the End-Cut Prime Rib I had, came with a crust that I had trouble cutting through. My friend who also had Prime Rib (regular cut) had trouble cutting through his, it was so chewy. The salads 3 of us had were limp, while the Clam Chowder was tasteless, full of potatoes, not clams visible. The squash side dish was lumpy, while the Garlic Mashed Potatoes, had some dark slivers in it, but without flavor. The included desert of Ice Cream was only a fraction of a spoonful, the slice of pie was the only thing that could be described as delicious. The bill for the 4 of us with 1 drink each, was about $160 before tip.
After emailing the restaurant the same night about my disappointing experience, I waited 3 days for a callback, none came. When I called and asked for a manager on Wed afternoon, she told me they were just discussing the matter (only 3 days later...) and she would get back to me. When she did, I almost felt reprimanded that I did not complain while still at the restaurant and I explained that since my friends took me there based on my recommendation, I was embarrased to do so in front of them.
The manager then offered to send us a Gift-Certificate so all 4 of us could return for a better experience. After waiting for a week, nothing arrived in the mail. When I called again to speak to the manager, she said the certificate was there and would we just want to come and use it and I said to please mail it to us first. Another week later I called and was told she sent it in the mail. When I called again 3 weeks later, she said she will mail it again. Within a few days the Gift-Cert did arrive, for a $60 value, supposedly to enable 4 of us to have a better experience - what a joke!
Having a bad meal, having to call 3 days later to discuss it with a manager after submitting feedback, being misled about mailing the Gift-Cert, implying it would be for 4 people, then it being less than half of what we paid the 1st time, do not show either caring about reputation or customer service.
One good experience, one bad one, for us its the last time going there, as I get better odds at a Casino.
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