1. Hello! My friends and I went to the Pooler World of Beer location tonight to enjoy a meal and drinks before my friend was supposed to get on a flight. Unfortunately we had a terrible time. First off it took 20 minutes to have our drink orders placed. My friends tacos had cilantro on them and she asked the waitress Aubrey if we could please have them remade. She of course said she could see what they could do. She comes out less than 5 minutes later with the exact same food and said the people in the back picked all of the cilantro off and that was the best they could do. When we questioned why they did that she offered to get the manager. My friend declined to do so and said she just wouldnt eat them. Whoever picked the cilantro out the best they could only poured more sauce and cheese on top. So I asked to speak to the manager . When I spoke to her away from the table she told me they are not a test kitchen and if we didnt like the food wed still have to pay. Of course if the food was remade wed gladly pay. She said there was nothing she could do. So I asked her to ring up another order without cilantro. When I went back to the table my friend said no she did not want them and that shed go eat somewhere else. At this point the waitress came over and said obviously I think you guys are ready for your checks! Can I grab them for you?. Which was absolutely rude but we said yes and to cancel the order of wings we never received. When she brought the checks, my friend with the messed up tacos said shes not paying for them. Shed pay for the beer she drank. The manager then proceeds to come to the table and ask what the problem was. We asked if it was standard procedure for employees to dig their fingers through someones food and return it to them to fix an issue. And she said yes its a cost saving measure. We exchanged banter and she said she would discount the tacos for my friend. My friend said no she ate 2 bites and nothing else when she got the taste of cilantro that was it, unless they remade the food she would not be paying. This manager began to tell us the customer is not always right! Which I completely agree with but there different ways to handle these situations. She could have comped her meal, remade it or even offered her something different. At this point she went and got new receipts for us and she put my friends tacos on my bill and expected me to pay for them. Absolutely not. She said well I discounted them! Of course you discounted them but Im not paying for her tacos either. We then asked for someone higher up like the owner or supervisor and she said no they are not there. When we asked for their number she said she would not give them to us. At this time I asked her name and she said Her name was Sherry. After questioning her and telling her this was unnecessary and unacceptable customer service she angrily scribbled on a receipt the store number. We could clearly see the store number on the receipt. I said something to her about it and asked again for the numbers for the owner. She said that was the number. I said ok and began to try and ask her if they offered Togo boxed because I never ate my burger. She stormed off and I turned around and said excuse me miss I was trying to ask you a question, to which she swung around and started walking off and yelled loudly that it was time for us to leave before she gets nasty with us! Now Ive been to some horrible places but this has absolutely took the cake. This lady was so rude and condescending! And all we asked was that some 12$ tacos be remade! It was not that serious for her to threaten me. The entire time we were very polite and cool tempered. We never raised our voices. The people around us had no idea this was even going on because we were causing no scene what so ever. She then at some point told our waitress to not come back to the table. I had to take my bill to the bartender and ask him if he could please cash me out and if they offered to go boxes. He did not give me a receipt at first. When I asked for it he said it was on the other end of the bar and I could go sign it. When I was signing it the manager came out on the phone as if she was calling the police and began smiling at me. I appreciate the gesture but this is not a time to smile in someones face after just threatening them! No one ever came to collect the other people at our tables checks and payments. So we asked another waitress if she could cash them out. She of course did and was very polite. My friend left her 3.25 for her beer and we left. I have never been so upset about customer service at a restaurant before in my life and I have certainly never had someone threaten me when Im trying to ask for a Togo box! Something needs to be done about this woman. I feel as though she lied to me about her name. She is a short white woman with long black hair. Under no circumstance is she fit to be in management if she cant even resolve a simple issue such as remaking tacos. Adding to this whole ordeal my friends were the only people of color Im the entire restaurant! I feel as though if Tabatha had these same issues it would be taken care of accordingly! I am so displeased with how this whole situation was handled and the fact that I was threatened made it so much worse. I will never step foot in this restaurant again and am making sure everyone I know never does. I have contacted corporate at am awaiting a response. I would like the owners of the Pooler establishment to please contact me and I would also like to know what happens to Sherry.
   Also to and insult to injury my friend missed her flight because we were waiting so long for them so get our checks and for the police to show up.

Comments are closed.