Troubled Monk — Restaurant in Red Deer

Have been twice before and was looking forward for months to go again. Our past experiences have been good with decent service however all the good staff must have left for Labour Day Weekend. 1 star for the server attending to our table fairly quickly. Another star for the ceaser because it was good. We were ready for another, and after at LEAST half hour had gone by since i had finished my drink and the server was nowhere in sight. I decided to go inside to see about getting some service at our table. There were people in front of me getting drinks and 3 staff behind the counter. 1 was busy with the cash register, the other was getting drinks made. The third happened to be our server who had been snacking and focused on cleaning up. I watched and waited for eye contact from her but it didn't happen. I got even more frustrated when she walked right by me with a bag of recycling cans that she was taking outside, again not looking in my direction whatsoever. I was quite surprised at the lack of customer service skills and went back to our table. We decided the service was so bad that we'd spend our money elsewhere. That's when our server returned from the bottle dump and was going back inside before she turned to us and said "you guys still doing alright?" Um, oh hello. We haven't seen you in 40 min because you never came back. We asked for the bill and she replied "you might have to come inside to pay because our machine doesn't work out here half the time". We said we'd take our chances and then the server who was making drinks behind the bar came out with the machine to take our payment. No issues. But we never saw our original server again. Oh, and it was NOT busy. So one might expect even better service? We almost never NOT tip but felt that we would rather leave a few TIPS on this review instead as it might have more meaning. TIP #1: WHEN PEOPLE ARE WAITING IN LINE BEHIND THE PEOPLE YOU'RE CURRENTLY WITH, ITS ALWAYS A GOOD IDEA TO MAKE EYE CONTACT WITH THE OTHER PERSON STANDING IN LINE WAITING TO BE SERVED AND LET THEM KNOW YOU'LL BE WITH THEM SHORTLY. THIS LEAVES THE PATRON FEELING ACKNOWLEDGED AND NOT IGNORED AND THEYRE MORE LIKELY TO HAVE MORE PATIENCE WHILE WAITING (which I'd been waiting at the counter for 10 min BTW...) TIP #2: TELLING YOUR PATRONS THEY SHOULD COME INSIDE TO PAY BECAUSE THE MACHINE MAY NOT WORK [AFTER YOU NEVER RETURNED TO THEIR TABLE TO PRIVIDE ANY FOLLOW-UP SERVICE] ONLY FURTHER SUPPORTS THE PATRONS' VIEW THAT YOU CANT BE BOTHERED TO RETURN TO SERVE US YET AGAIN

We paid and went downtown for another drink at a different establishment with MUCH better service. Troubled Monk won't be my first choice next time around, that's forsure. SO...

My wife and I checked out the Troubled Monk brewery twice now.

I start with the Good stuff: The Ber is awesome! Seriously a great brewery. Lits of out door seating!

The Issues: I dont understand why but both times I have been to Troubled Monk the service has been lacking.

First time (twas a hot Saturday around 30m), I'll admit, it was busy and they were very cleary underatsffed. The server was a bit salty but still funny and worked her butt off. Came to find out she was called in from a day off to help. Drinks came quick just a bit aggressive and hurried.

2nd time today thursday at 3pm, not nearly as busy, lots of open seats inside and out. Servers were around, at first ours came pretty quick and asked what were having but seemed put off. However NBD got our drinks.

The table next to us asked a simple and easy question "Are their food trucks tonight?" Server hardly even looked at this lady as said "I dont see any" in a condesending tone and vanacular, and waited for the next drink order.

That was the last time we saw our server for at least 20+ minutes. Eventually she showed back up on the patio and in passing, noticed my long since empty pint glass and asked if I would like another pint. I said yes please daycation. Never came. Tried to ask her about it...good luck she had no time for us. Finally had enough and asked for our tab. Server just shouted across the patio "Go inside!" the table across from me was taken a back as was I from her behaviour and attatuied.

While waiting to pay, the bartender asked what table I was at. I told her what table and she have me a tab with 4 drinks on it. None of them were mine, I stated that this was not correct. The bartender rudley said "We you said 35" I said yes ma'am but thats not my order I had 2 daycations. The Bartender asked me to go check my table number...I did same table number. Went back bartender simply ignored me until my server eventually showed up. I paid the tab and peeled out.

I understand its hot, but pretend like our patrionage matters. Everyones all "Shop local, shop local" well why should I when you get treated like a burden at small Canadian businesses

Disappointed to...

I stopped in today for my first visit. I bought two Raspberry beer 4 packs. Returned home and tried one. Long story short I wasn’t a fan of the taste. Called them back and explained the situation and asked if they would allow me to exchange the unopened 4 pack for another kind that would be more to my liking. Their initial answer was a no. I. can understand this. Their best solution at the time was maybe I could gift it to someone instead. I was hoping for better customer service as a new customer and resigned myself to this being an “experience to learn from”. I decided I would write a brief review of my situation online with a request to speak with the Owner or Manager about the issue. Happy to discuss a resolution to this issue if they are willing to reach out to me.

UPDATE:

The owner Charlie reached out to me within the hour and personally invited me to the brewery to meet with him and see how we could make things right. We met. Sat down and he listened to what kind of beers interest me. He then ordered a sampler with all his product and even the colour changing epitaph gin. With each beer he gave me a detailed explanation of each with what I could expect and how it was crafted. I learned I really liked the New England IPA and the Open Road Stout.

I was really pleased with my experience overall and the fact that the owner took time to sit with a new customer and understand their needs and help satisfy them. Thank you Troubled Monk! Great work. Great staff....