EDITING AFTER READING SOME OTHER REVIEWS AND THE OWNER RESPONSE TO THEM - They say that âGoogle Reviews are foreverâ and to call them to address the issue instead. To be clear - we did that, and they were incredibly snarky and rude. We tried to give them that consideration, and it was wasted on their part.
REVIEW:
Interesting experience here. Past experiences should have probably been indicative (being laughed at for not knowing about a certain type of cheese) but we continued to come here for literally decades. Not anymore unfortunately.
We went in to order a prime rib. Wanted a 6 lbs. prime rib roast. I had called several days ahead of time to reserve one and were told that we wouldnât need to reserve it as they always have it. Fine.
So I go in and ask to order a 6 lbs prime rib. They asked if I wanted it boneless or bone-in. I said boneless. The staff member then began to pull out several Delmonico steaks, which I was told was the same cut of meat. I asked if they had any whole ones that werenât cut up, and she went back and pulled out an 18 lbs. one and said I could buy that one. That was way too much, so I said no and asked if they had any smaller ones. And the other option for âsmallerâ was the steaks. So we took them and purchased them.
Later in the day, we were wondering about it. So we called in there and asked if that was true that the only way to get a smaller prime rib was just to get several Delmonico steaks. Someone, a younger guy from the sound of his voice - mustâve been one of the owners because his last name was Palumbo (heâs not the one who helped me in the store) - answered the phone. He told us that we absolutely could have gotten a smaller roast and that they do it all the time.
However, in the process of explaining what had happened after asking this, he kept being rude, sarcastic, and interrupting us. He eventually said (while on the phone) that he asked everyone there about it and they claimed to basically know nothing, and he shouted across the store supposedly âFIRINGâ the employee who made the mistake without getting all of the pertinent details.
They told us we could come in and get the correct cut of meat, but due to prior obligations I did not have any time to drive back there and we needed the meat for the next day. We didnât even want a refund. Just move on. Right before they closed at the end of the day, they called again asking if we were coming in to get the new Prime Rib. We said âno,â and inquired about the employee they supposedly âfired.â Because during our initial phone call, the guy on the phone said they had fired her on the spot and she was walking out the door as we spoke. However, in the voicemail we got (we didnât hear the phone ring initially) when they called right before they closed, they said they had spoken to her and got down to the bottom of the issue and wanted to make it right with us.
So did they fire her or not? Because how was she walking out the door during our first phone call and then was still available to help rectify the situation later on? Either way, we were lied to. If they did, thatâs horrendous business practices to treat your employees like that and no one should EVER work for them if they have owners who seemingly fly off the handle like that for one simple mistake. If they didnât, then they lied to us (which would make sense because the younger Palumbo family member we spoke to on the phone the first time was acting incredibly sarcastic and rude on the phone, so I could absolutely see him just pulling our chain).
I sincerely hope the employee in question was not fired. It was a mistake, we all make mistakes. That was never our hope or intention. We just were confused and wanted some answers. If she wasnât though, hopefully she finds a better job elsewhere with more human bosses.
Beware as a customer, and especially beware as an...
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