ComplaintsforDoyle's Public House

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went there with a group of people on July 9, 2024, a Tuesday night. I ordered a little after the majority of my group ordered. By the time my food was finally served, everyone at my table had already finished their meal and were going to leave soon. Two men went to check on my order separately. When it finally arrived, they couldn't believe a sandwich, which doesn't have to be cooked, took that long to make. I spoke to the person who seemed to be in charge at the bar. She explained they only have one cook and all these other people ordered between my group and me. I said that maybe she should have more cooks on staff. She said it was a Tuesday night and didn't know it was going to be busy. My point is you never know if it's going to be busy so have more than 1 cook on staff. A better business model is to have 2 cooks on staff, 1 of them not busy, but all the customers happy their food is served within reasonable time. OR discount or refund the meal and/or drink. She refused to give me any discount. She offered me a coin good for hard liquor but I don't drink hard liquor. I would like all my $24.94 credited back to my card. I was embarrassed in front of my group. Obviously, it wasn't just me who noticed and took some action on my behalf in checking up on my order and then surprised that I only ordered a sandwich that could've been assembled by the bartenders, waitstaff, and/or owners. By the way, our appetizers took a long time too. We had to constantly ask for utensils, napkins, plates, etc. We were told a waitress would come to us to order our food but no one came so we had to go to the bar and order. My friend went to the bar to get water and was told there was water in some other area but I think they were out. They just seem so ill prepared to serve people. Block out tables if you don't have enough staff to serve seated customers. I'm not a bar/restaurant owner but there are things you could've done to avoid/rectify this experience!

  Business response

  07/16/2024

  This was my message to ***************************** Yelp review, included below my response, which she did not respond to.

  ******, please accept my sincere apologies for letting you down. I have spoken with ****, the organizer of your group, and he assured me that the group as a whole had a phenomenal time, but that does not diminish your personal experience. We examined our operations from that night to see how we could've done better. From staffing levels to make sure we can best serve every guest. To effectively communicate that we do not offer table service as well as expected wait times on food orders. Thank you for your feedback as it will help us deliver better hospitality in the future.

  We did have two cooks on staff at the time, but one of them is only 4 weeks into his training. I felt he was ready to go, but obviously I misjudged his progress. We will do a better assessing crew members level of competency when scheduling.

  Our kitchen has space limitations restricting the amount of equipment which reduces the amount of food that can be produced in an hour. Our food is either oven baked, panini pressed or warmed in a steam table, we have no fryers or flat tops. Your group's initial appetizer order of 4 items occurred at 6:37pm. Then we had an additional 25 items ordered from 7:11pm to 7:32pm when you placed your order for a Cheesy Brit(which is heated in our oven) with chips and a cider. At this time we should've communicated to you your expected wait time. We will reinforce to all front of house team members the importance of this as well as repeating back the guests order to them for accuracy.

  We offer a water station at the end of the hall for self-service or refills for guest convenience to avoid waiting in line if you choose. We will improve our signage informing guests of this convenience as well as include it on our next menu print.

  We do not offer table service. All initial orders must be placed at the bar. Staff should also check on guests to see if they need any additional drinks, food items, hot sauces and anything else to improve their experience while they are delivering food, drinks and cleaning tables. Although putting forth their best efforts they were not able to do this because I did not staff enough people. I have added an additional staff member to the 6p to 8pm time window to prevent this from happening again.

  Our lead on duty followed protocol for disgruntled guests which is to offer one of our ******* Tokens which is good for a ******* drink or shot. Food is removed from a guests bill when the item does not meet taste expectations. I will address all staff that in the future we consider discounting item(s) in question to best resolve an issue if it is warranted.

  If you're willing to give us another, try, we'd love to leave a gift card at the bar for your next experience. Please reach out with any more comments or concerns at info(at)doylespublichouse(dot)com. Could you help us with which drink you ordered that cost $20 so we may evaluate the pricing.

  I went there with a group of people on a Tuesday night. I ordered a little after the majority of my group ordered. By the time my food was finally served, everyone at my table had already finished their meal and were going to leave soon. Two men went to check on my order separately. When it finally arrived, they couldn't believe a sandwich, which doesn't have to be cooked, took that long to make. I spoke to the person who seemed to be in charge at the bar. She explained they only have one cook and all these other people ordered between my group and me. I said that maybe she should have more cooks on staff. She said it was a Tuesday night and didn't know it was going to be busy. My point is you never know if it's going to be busy so have more than 1 cook on staff. A better business model is to have 2 cooks on staff, 1 of them not busy, but all the customers happy their food is served within reasonable time. OR discount or refund the meal and/or drink. She refused to give me any discount or refund. She offered me a coin good for hard liquor but I don't drink hard liquor. I was embarrassed in front of my group. Obviously, it wasn't just me who noticed and took some action on my behalf in checking up on my order and then surprised that I only ordered a sandwich that could've been assembled by the bartenders, waitstaff, and/or owners. By the way, our appetizers took a long time too. We had to constantly ask for utensils, napkins, plates, etc. We were told a waitress would come to us to order our food but no one came so we had to go to the bar and order. My friend went to the bar to get water and was told there was water in some other area but I think they were out. They just seem so ill prepared to serve people. Block out tables if you don't have enough staff to serve seated customers. Put a rope across the area, put chairs upside down on the table, put a sign on the table that this area/table is closed! I'm not a bar/restaurant owner but there are things they could've done to avoid and/or rectify this experience! On another occasion, I ordered a drink written on the wall. I didn't ask how much it was but it turned out to be $20! For a drink at a local bar, I thought that was outrageous! If you're going to have such high priced drinks, list the price!

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