Allison Siegel
★★★★★4 months ago
I honestly wish I were exaggerating, but this was one of the worst dining experiences I’ve ever had.<br><br>Midway through our meal, we saw a cockroach crawling near our table. We immediately alerted the staff, expecting concern or urgency. Instead, they were completely unsympathetic and acted like it wasn’t a big deal. There was no meaningful apology and no sense that they took the situation seriously.<br><br>What really shocked me was being told that the cockroach “didn’t count” because it appeared after we had already received our food and started eating. I truly cannot wrap my head around that logic.<br><br>Rather than addressing the sanitation issue, they tried to smooth things over by bringing us free dessert. When we explained that we didn’t feel comfortable paying for food we couldn’t finish due to a clear health concern, they refused to offer a reasonable solution.<br><br>I had to repeatedly explain that a cockroach in a dining area is a health violation, yet the only compromise they were willing to offer was taking one item off the bill, continually pointing to the free dessert as if that somehow made the situation acceptable.<br><br>To make matters worse, the server kept coming back to ask how the food was, and when I explained that the situation was deeply unsettling and that no one seemed to care about the cockroach. She said that this was the first time this ever happened there, which is clearly not true because if you look at some old Google reviews this restaurant has this issue quite frequently. My question is- why hasn’t anyone looked into this?<br><br>I go out to eat often, and I have truly never experienced customer service or food quality like this. The combination of the cockroach, the refusal to take responsibility, and the complete lack of empathy was astonishing.<br><br>I will never be returning to this establishment, and I strongly suggest others reconsider dining here if they care about cleanliness, accountability, and basic respect for customers.
Response from the owner
We are truly sorry for this distressing experience and for how our team handled it; you were right to be upset and we deeply apologize for the lack of urgency and empathy you received. <br>We take this seriously, have engaged pest control and are retraining staff, and would appreciate the chance to make it right; please DM us or email manager@ourrestaurant.com so we can address your bill and concerns directly and ensure a much better experience moving forward.