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A business owner received a 1-star review from a customer who dined and dashed, making the review malicious and unfair. There is a need for a mechanism allowing businesses to contest or flag reviews from individuals who were not legitimate customers or who are using reviews for malicious purposes.
Wednesday night we had a 2 top of a man and woman. Ordered cocktails, small plates, pasta & entree. Just got up and walked out after finishing their entrees. At first just assumed they may be in the bathroom and finally realized they bounced. Called the phone number they confirmed the reservation with and left them a voicemail. Never returned our call so we called the police and filed a report. Fast forward to today and the mad had the audacity to leave the restaurant a 1* review. We’ve never replied to online reviews before but I think this one is going to be my first. Their review: “Cited on-line as the best eatery in [city]. A low bar attainment for sure. Mixed salad was a joke. A bowl full of greens with some grated cheese lying on the bottom of the bowl. Vinaigrette dressing in a little saucer and was 100% oil. Arrived at start of dinner hour and were the first to be seated and in closest to the door booth, cozy. Booth seating was really uncomfortable, but atmosphere compatible. 1 hour into this dining experience and still no entree and the place was now quite full. Waitress lack of pleasantness did nothing to dampen sense that we had made a bad choice and the black ceiling and obnoxiously loud music taken together were the frosting on this cake along with the $56 price tag on the halibut entree. No salt & pepper on the table and I guess that was because they emptied these in the brussels sprout salad. I left and went directly to express care to get treated for acute hypertension.” My reply: Thank you for taking the time to share your feedback. We’re genuinely disappointed to read this, especially because none of these concerns were mentioned to your server or to our management team at any point during your visit. We would have addressed everything immediately had we been given the opportunity. For clarity, the mixed greens salad you ordered was served with the dressing on the side at your request. Our vinaigrette is a simple oil-and-vinegar emulsion, which can separate if poured all at once without whisking—something we’re always happy to help with if a guest lets us know. Regarding the halibut entrée: we serve fresh, not frozen, halibut, and the price reflects the current wholesale cost of $32 per pound. If the seasoning wasn’t to your preference, we wish you had spoken up at the time so we could have corrected it or replaced the dish. Because your table left the restaurant without paying your $170 check and did not respond to our attempts to contact you afterward, we did file a police report as required. If this was an oversight, we are still very willing to discuss it directly and resolve it. We’re always open to direct communication and sincerely encourage guests to bring any concerns to us in the moment so we can make things right. If you’d like to speak further, please reach out to the restaurant and ask for a member of our leadership team.