Superflux {Cabana} — Restaurant in Victoria

Food is good, atmosphere is good, service is abysmal.

We had a reservation, and went in with a group of eight on August 1 for a special occasion. We arrived at 3:30 p.m.

How it started: The lounge was completely empty and there was about 3-5 small tables on the patio. We were tucked into a corner in the lounge, despite us making a request to sit outside and there was a lot of space. Inside, we were completely forgotten about. The first two people of our group waited 20 minutes before being served, all while the staff were at the bar chit-chatted about how drunk the people were on the patio. We waved down the staff member, made eye contact, and they completely ignored us and went back to their conversation about how drunk their other customers are.

When more people from our group showed up, we were still completely ignored. We finally got service when I started to approach the bar to ask for a drink. The bar tender was nice, but seemed annoyed and shot back "It is table service." Like yes, friend, it's table service - the key word being "service." More of us started to approach the bar for a drink and then they eventually clued in that they should take our orders.

Reservation: We made a reservation. On arrival, we asked to be seated outside. We were told no because they didn't have space to sit 8 people. At about 4:30, I went to the patio and saw the long table with 8 seats. Few moments later, I saw a table of 8 outside.

This is a reoccurring issue with this establishment- sitting outside. They tell you that you can reserve to sit outside, and other times they tell you that you can't reserve to sit outside, then other times they tell you it's a reserve-first-come-policy which makes no sense because they don't honour it. They just have an extremely unclear policy but the crux of the issue is an unwillingness to work with their customers and make them feel welcome.

Food: Food came and it was good. No issues with the food. The back of house kills it. The front of house is bad.

Tip: After an extremely disappointing service performance, our waiter had the balls to tell me he deserved a big tip. This started with him talking to one of the people that I was sitting with that just arrived. He asked if she wanted her bill (she just got there and didn't order anything). Once the waiter found out she didn't have a bill, he made a smart comment "Oh, well I guess I don't get a tip from you."

Then the waiter then focused his attention on me, saying that he deserves a big tip because his work doesn't pay for...

We arrived Friday evening to the door and were told it would be about an hour wait, so we signed up for the wait list app and left to come back later. The doorman did say we would recieve a text when the table was ready however the app sends a text that says 'check your wait time' and has a countdown timer. We wanted to make sure we started walking back to make it in time so when the countdown timer said 5 minutes we started walking back. When we arrived, there was another couple that had been confused by the app as well and the doorman was talking down on the poor woman in an extremely aggressive manner saying that he had said he would text her, despite her respectfully explaining that they had com eback based on the check your wait time timer. They dissapointingly left, and then it was our turn for his vitriol. He was legimitately angry at customers for coming back when the wait time according to the app was within a few minutes. I told him that customers are likely to be confused by the app and that they should probably do something about it (maybe telling customers to completely ignore what the app says the wait time is?? so they know what to expect?), or else they surely will deal with the same issue, which in my brief visit to the door had already confused 2 parties. The doorman and I quote responded "Well this conversation is pointless isn't it, I have no control over the app." A friend of mine who is extremely patient and respectful could not believe his attitude and intervened by saying 'this is constructive criticism' Door guy then puts on a condescending grin and says 'NOTED.' I have never come across a more pompous individual in a customer service setting in my life. Me and my group of beer enthusiast friends will not be back, which is a shame because I heard the beer is great. Hopefully the owners fix the app and the doorman's attitude as he is a liability to...

A few friends and I (4 people in total) went to Superflux for dinner and drinks a couple of weeks ago and the service we received was quite disappointing to say the least.

I arrived last, and the first three members of our party had their drink orders taken prior to my arrival, and then it wasn't until 45 minutes later until I was acknowledged or we were asked if we wanted to order anything else. The servers also changed midway through our meal, and we thought this may have led to the delay in service so when our original server walked by our table we asked if there was a mixup. It turned out he was a manager and we were received with a response that left us all very unsettled. He seemed to wonder what the problem was because at this point we HAD ordered and stated "You seem very upset right now, are you okay". I can say with confidence my friend who asked was not upset, we were all more so confused as to why we waited an exorbitant amount of time to place orders for drinks/food. He shortly after came back and apologized for the wait and offered us a round of drinks on the house. This was appreciated, however, maybe don't assume someone's emotions...it really does NOT come across empathetic. Nor did he explain what had actually happened that led to the wait. We also later found out from our second server that she was not told our table was in her section...which explains the large delay in service, it was also her second day working there. I recognize the staff shortages that exist in every industry right now, but throwing someone in blind is not a great way to retain staff.

Overall, can't say I'll be rushing to go back. You can get better service, food, and overall value at many other dining establishments...