Top Notch Burgers — Restaurant in Nanaimo

I've been to Top Notch twice now, the most recent a couple months back. Overall, the food is pretty decent -- burgers are creative and the once I've eaten one it was quite good (fries and sides need some help, but they aren't the star of the show). The ambiance is rough: truly makes you feel like you're in a Best Western Lobby.... and the service and processes are just atrocious.

First experience was in the summer and I went with two friends. We had a 7 p.m. reservation and arrived (admittedly) at 7:10 p.m. We were told they gave our table away and it's now full. Okay, I get that, it's busy and while 10 minutes seems a bit rough to give away a table, we understood. I said "okay, how long of a wait" to which the reply was "oh I don't know right now, a long time, hold on". So the host walks away and comes back a few minutes later with "about 30 minutes actually, no problem, how about I just call you when it's ready?" That sounds great! So we head down to Craft Fare for a drink and 30 minutes goes by... 45... an hour. Nothing. We head back up and ask what's going on. The reply was "sorry people kept coming in so we still don't have a table". Uhh? Then why not call me? We ended up sitting down at 8:45.

Second time, it was just my wife and I and two other tables in the whole restaurant (Thursday night). We're seated fairly promptly. Then nothing for about 10 minutes. I flag down the waitress and she goes "oh I forgot I hadn't come to see you yet!". Takes our drink order (wine and a sidecar). Over 30 minutes go by and I flag her again - she says "they're coming". Finally a few more minutes later she comes over: "Oh I'm sorry we're actually out of the wine you ordered" -- it apparently took over 30 minutes to figure that out? So she orders a prosecco. 10-15 minutes later our drinks come. The prosecco is warm and flat. We immediately asked for our bills and left. No apology, even after saying how flat it was, nothing. We went across the road to Modern and had an amazing evening with great service, great food and way better ambiance.

There won't be a third time. So...

I am completely appalled by the customer service today . Me and 10 of my co workers were attending an suicide prevention course we called at 10am to attend for noon. First the waitress said she couldn’t make that decision, but her manager was in , in an hour . The manager does not call, my coworker calls again . Everyone had their orders picked out so we could place over the phone to either start it an have it ready for noon or to have it ready for pick up . They then stated that it was their lunch rush and they could not accommodate…. We called earlier to “be” the lunch rush. Then ok , that’s fine. We will get our orders for take out and come pick them up. Again , no. we cannot do that . EVEN THOUGH WE GAVE TWO HOURS NOTICE To make our orders. Still no. Ok , well we can split up the group an put them where we fit , still no. The fact that everyone says businesses are struggling , an support local . Then this . It’s a shame , because the food isn't bad. But you lost about 15 x2 days costumers today - and another 15 next week x2 days when the rest of our work attends the same course . Everyone had wanted to order a full entree and appy so it was not going to be a small bill. Never again. It will not allow me to respond - so I am doing an edit .We are all aware that everyone is unstaffed , but it’s still poor customers service as nothing was communicated , until my coworker called back. An rather rude and passive aggressive to state we were not called back as soon as we would “like” that wasn’t the case at all. We told the person what our intentions were at 10 and nothing was told as to what policy was - so we waited …. Until we couldn’t wait longer and called back since it was 20 minutes before our lunch by the time we were told that they were not going to serve any of us. From what you just said your staff were well aware that we could not be accommodated . We would have explored other options if we were told. But...

Ate there yesterday and the wait was long and food sub par. Called to order for 11 people today as soon as they opened. Said they would call us back when the manager got in. Didn't call back so we called them. Said no to serving us. How is this place still open!

Re: Response from the owner

Hi Tanner

I explained to another member of your party who also "left us a one star review" about how important it is to plan in advance for large groups. We have a small dining room that was already mostly reserved for lunch today, so your two hour warning was not enough for us to accommodate you. The manager did not get back to you as soon as you would have liked as the restaurant was very busy "the second she got in", however I can assure you this was ?unintentional?. Please prepare ahead of time? and make reservations with a restaurant at least two days in advance if you have a group of over ?6 people?, it’s common courtesy (says you?). We are still open because many people love our food and great service, and most people plan ahead and make reservations so they are not disappointed.

Admit that you could have handled this better... maybe?

We called...

We did as you said...

Your manager came in and it was busy... Sorry when are you opened? That's when we called. Can future customers have your private number to make reservations?

Come on!

I (we) know things are tough. Just be honest and understanding of people (that don't know the love of your food and great service) ((That we didn't see)) I don't want to say it but the reason our service was horrible the day before is cause one of your managers said they had a drunk staff member on shift.

But don't worry "new" (apparently) customers are...