Pub 56 — Restaurant in Batavia Township

I’m sad to see this place raising prices as high as they have and lowering their quality of service. We loved eating here for years. We have been faithful, loyal customers that always gushed about how great this place was. But today they’re young, (very, very young,) manager lost this restaurant long time customers for good, including our two adult sons and their families. Their website showed much lower prices than what they charged us for with our take out order. When explaining this to the manager he told me I was wrong and he was looking at the website and the prices were correct. He argued incessantly with me creating contention between us that I did not enjoy. I finally had to screenshot the menu on their site that we see and have my husband go in to show him. Only then did he properly say what he should have from the start, that they definitely had to look into why that was happening and that they were sorry. But that was not his first choice of handling me over the phone, instead choosing to disagree with me and imply I was very mistaken and just a customer that couldn’t be pleased. Also when ordering I made it very clear I was on a specific diet and I did not need all the excess sides, potatoes, or bread. I just wanted the pulled pork alone, the same amount that is given with the dinner plate. I then asked if there was any way that can be ordered on its own without paying for all the sides. All they had to say was no, but instead they came back and $1 less. Whatever. Well what they actually did was give me the pulled pork sandwich with sauce and fried onions poured all over it on the bun with all the sides. I cannot eat any of it, and sandwiches come with a lot less meat than the dinner plates do. Everyone knows that. I wanted the dinner amount. So when I called to complain that they messed up my order, the manager was doubly rude to me again. He actually had the audacity to say, “I don’t know what we can do about it. It appears nothing we can say will make you happy.” Saying that to any customer certainly won’t! And he didn’t even try to say anything else first! What I expected was for him to apologize and say that they would make it right by remaking my order properly and with the proper amounts.. But it is not my place to tell him how to make it right. That’s for him to know how to do it. And this manager (Ben? it was a short name,) well he certainly did not know how to, or how to deal with an upset customer that had two very valid reasons to be upset. He should never judge a customer’s anger when it’s just. At that point it was clear if they make a mistake it’s just too bad. He then threw in my face that he gave me a 10% discount so I shouldn’t be complaining. Well that was only after my husband proved to him how their pricing on their website accessed by the public did not match their much higher pricing shown on their end. Before we proved it to him he treated me like a hostile witness. Of course I’m going to be angry and express it when treated like that, it doesn’t make me the problem or a customer that can’t be consoled. It’s actually easy to make me happy, but he never tried. I asked for the owners name, because who else can you complain about management to? Well he told me that the owner will not allow their name released. So basically you can never complain about their management and they are never held accountable or given any guidance on how to improve their service. So that leaves public feedback, which is always a last resort for me. But since the owner refuses to offer any way to share grievances about their management staff, it has to be handled publicly. To the mysterious owner: You lost our business permanently and I will leave reviews anywhere I can about our experience because if I can’t speak to the owner of an establishment it leaves me no other choice. What a shame that you’re running what used to be a great business into the ground, and with...

I was raised to believe that if you don't have anything nice to say, you should just keep it to yourself. However, nearly every experience I've had at this place has been negative - slow service, incorrect/incomplete orders, poor/rude service, and mediocre food. I've frequented enough to know that this is not where I want to spend anymore money. I'd highly recommend you consider giving any other place a try.

Update in response to the manager's reply:. Angel, thank you for your inaccurate response to my review. When I called your restaurant yesterday to complain about our order, I was incredibly frustrated to hear that it took my husband and his 2 family members 40 minutes before anyone even acknowledged them and took their order (while 3 of you had your back turned to the bar trying to figure out a billing mistake made on another customer's check). You can imagine my dismay when they got home an hour and forty minutes after they left the house and the order was missing items. At the beginning of the call, I told you that I wasn't calling for replacement of the missing food or money off the bill. I wanted someone to listen and I wanted you to understand that almost every experience we have had at Pub56 has been horrid. Unfortunately, your tone was rude from the get-go. When you offered to have food driven over, I wasn't going to take you up on that. Why would I? To wait another 20 or 30 minutes? I did not expect you to to comp the whole bill and, in fact, never asked for that. You offered to knock $10 dollars off and then told me to not be rude to you! That's where it escalated. How dare you? It's as though you were inconvenienced that I called to complain. You're right that I f-bombed you and I reminded you that you work in hospitality. In all honesty, I shouldn't have sworn at you (you're right about that and I apologize). However, that doesn't take away from the fact that the customer service is incredibly lacking for food and a dining experience that is mediocre at best. Shame on us for giving your restaurant multiple tries. I suppose it's a convenience thing since it's so close to where we live. Never again. Yesterday was the icing on the cake and your response here and inaccurate depiction of the situation says a lot. Best of luck to...

UPDATED RESPONSE Angel, yes. I did present the coupon before ordering as the coupon instructs. Thanks for assuming you'd catch me in a technicality. How beneficial for you to also leave yourself an out to then blame the server. The point is, as a local and regular customer, who also has decided to join your email list, I'm now having to choose between daily specials or your coupons? This hasn't always been the case. I suspect your new computer has enacted this new rule and as the manager you've failed to address the issue with whoever installed said computer to fix it. Instead, you choose to blame the server, the customer if you can find a technicality, or the new computer. That's what makes you an awful manager. So next time I'm in I'll remember to order my drinks at the bar and my food at a table in order to enjoy your daily drink specials that everyone else gets to benefit from and still benefit from using any coupons I receive from being on your email list. By the way Angie. That is the proper answer to this situation... next time instruct your server to separate the daily specials on one bill and the items necessary to qualify the coupon on another bill. This is what would be most beneficial to your customer and allow them to receive the discounts they should've received. Then just explain to customer it was best to split into two bills to get best discount while you figure out how to get...