We visited Joops Place for a family farewell dinner recently. I didn’t post immediately as I wanted to give management an opportunity to comment but the response from them has been rather pathetic, so let me just go ahead. Our food was delicious. Our server...was very friendly and mostly helpful. What ruined the night was a 90-minute wait between starters and mains.
We were the very first table inside that was seated, just after 6PM. We decide to order our starters, wine and mains altogether so as to get the food out in good time. This was important as we had two children dining with us, plus we were a table of eight. Our starters and wine came out in good time and they were all great. Then we waited for our main courses… and we waited and waited and waited… we noted that every single other table was served their mains prior to us, even though we specifically ordered everything upfront to avoid a long wait and had arrived early. Was our order forgotten? Or was the decision perhaps made to put through the smaller table orders first? After waiting for over an hour we called the manager. She replied, “I’m sorry, we are very busy tonight.” Nothing more.
It would have been nice if she or our server had come over at some point to let us know what was happening, even just to check on our drinks, but instead it seemed like we were ignored.
Eventually, after waiting for an hour and a half, the food came. By this time the kids were so tired they could barely eat. My husband’s steak was cold in the middle. Fridge-cold. We did inform our server who offered to have another one prepared, but he refused after waiting for so long already! It still appeared on our bill, as did everything else. No offers of coffees to apologise or anything like that. My husband had to take the kids home while the rest of us ate our mains, as it was so late.
I contacted the manager afterwards to ask for some feedback as to why we were left waiting for so long. The response was: “My apologies about your experience with us.” Such a shame as I understand that these things happen, but when there is no attempt whatsoever to rectify the situation, that is very disappointing.More