I assume this is an anomaly, but I’m astonished that I haven’t received so much as a pro-forma letter in response. Oct. 27, 2017 Dear American Ale House, A week ago last Sunday, Oct. 22nd, our party of nine had an 11:15 reservation for brunch at the A

I assume this is an anomaly, but I’m astonished that I haven’t received so much as a pro-forma letter in response. Oct. 27, 2017 Dear American Ale House, A week ago last Sunday, Oct. 22nd, our party of nine had an 11:15 reservation for brunch at the American Ale House, as we have done a number of times over the past several years. I am writing because the service we received that day was probably the worst that I have experienced at any restaurant in decades, and the first time that I have felt the need to write a letter of complaint. While I did speak to the manager on our way out, it was not then possible for me to fully communicate the reason for, and the extent of, my frustration, and I am doing so now. My partner ordered a spinach casserole, “sunny side down”, very specifically requesting that the egg be broken, and that the eggs be “not runny”. When the order arrived ‘sunny-side up’, and we asked that it be sent back to be cooked further, we were informed that this was not possible, that it only comes one way, and that there are no exceptions. It shouldn’t be necessary to point out that if what our server said is true, we should have been so informed at the time of the order! When I then indicated that we would therefore order something else, the waitress replied in a huff, “we’ll see what we can do.” Two members of our party were delayed, and were not yet present when our group placed our order. However, a couple of minutes later, we heard from the two who were missing, and they indicated what we should order for them. Literally, it was a couple of minutes later when the waitress was informed of the addition. Nevertheless, it took an extra 45 minutes for their order to arrive. Our server’s explanation was that orders are filled in the order they are received – which means that she waited an additional 45 minutes to place that order! It took 30 minutes to receive a requested refill of a cup of coffee. I understand that people make mistakes, or, as we were told, that it may have been unexpectedly busy that day (really, the Sunday following a Penn State football game?), but our server was consistently rude, and at no time was she the least bit apologetic. Finally, when the bill arrived, the tip was automatically included. This may be standard practice for large parties, but for me it was the last straw, and I asked the manager to remove the tip from the bill, which she did. But to be honest, I should have asked for more. The entire experience was totally unacceptable, and left everyone at our table dumbfounded. I thought you should know.

Share this Post:

Posted by Administrator on 12/11/2017