Hooters — Restaurant in Cape Coral

Our family visits Hooters often, have for years. We are familiar with their offerings, taste, and expectations. Last evening we went in, 3 of us this time, often 8-10. Plenty of staff available. Upon ordering some usuals, the meals came out 2 out of three wrong and our server was aloof. My wife's came out with hot level of which she can't eat, and daughter ordered a salad but no salad came out, only boneless wings. When we told her, she was "indifferent" to the mistake. Just turned around and walked back with them not saying a word. I will say...they play music way too loud in the restaurant and it is likely she could not clearly hear orders. I would say volume was 7 or 8 out of 10, actually disruptive to the experience of dining out. Then about 1.5 minutes later they brought my wife's back out. I only know this because the TV was right in front of me and I saw the time on the TV switch once. Her meal now was much wetter meaning they reapplied the seasoning again, perhaps cutting it with butter as they do. Still too hot. I like hot, often order 3 mile but just changed it up and noticed that mine was hotter then there normal hot which was fine for me, but definitely different. When we called the server back, she then rather then having an attitude of how can I help, became belligerent and just said, that is medium and what you ordered. I asked her in a loud tone...why would you do that versus just helping. My wife rarely says anything, normally just stays silent. Then manager came over, sort of took same position, but then went back and got fresh order making them mild. Later, another manager came over and asked and said we were not the first people to say this tonight and acknowledged our concern which was appreciated. Meanwhile, our server, Jas.....never return to fill one glass. Mine remained empty for the rest of the meal. I gave her a mercy regular tip cause she is pregnant and wanted to support her. After reviewing our spend over 5 years in our Mint program, we have spent $27000 between Ft Myers and CC Hooters. My suggestion is to take on a new culture, which should be, "The answer is yes, how can I help you" versus being excuse makers, it will serve you well. Just a note, I am a operational expert in retail and guest experiences, consult with companies, and have a large company here in SW Florida with close to 100 employees. I only mention it because this is not a rant, but a description of our guest...

To be clear the review is not about the restaurant but the call center that they're sending the calls to. Every time I've eaten at this hooters, I've never had a single single issue with any of the staff or the management here. The food has always been great. Today I decided to

Whenever you call the Hooters main number now, it sends your call to a call center. Today would be the first time I tried to order it this way instead of going inside the Hooters.

They look at the screen, they take your order, and my most recent experience I tried to order the Daytona hot wings. They said oh we don't have the Daytona hot wings at this location..

Okay so I said let me call the customer I'll put you on hold, and I'll put them on a three-way call.

Literally as I'm trying to call the customer they end up hanging up on me so I said screw it and drove over to the restaurant physically.

Not only did they have the Daytona wings, they remarked that the call center places the order on a virtual menu and they have no idea what's out of stock or what's available.

The fact that you, on the phone, at a call center, possibly in another state, are refusing to accommodate the customer is out of line. I might as well be placing this order through a delivery app with imaginary items that don't exist!

Saying an item is unavailable when you have no idea what the hell is unavailable at the location is ridiculous. Next time I'm just going to order it myself and bypass the call center, and support the local...

My family and friends frequent this Hooters often with large parties and never had an issue. The staff is always great, Kaylee(sp?) specifically has always been fantastic, the food is always good and I have always raved about how great this location is. Tonight our waitress Olivia left the worst impression on our entire party. I’ve worked in many restaurants so I’m more than understanding of mistakes being made/things going wrong, but neglecting a table of 6+ because you know you will receive an automatic 18% gratuity added to the bill is UNACCEPTABLE. The service we received from Olivia was TERRIBLE. We waited almost an hour for our waters and fries which were ordered when we first sat down. After reminding her 3 times, we finally got our waters and fries. We then ordered food, sat for another hour and a half- with Olivia nowhere in sight. Our table was neglected by Olivia all night (3hr duration), so much so, the manager and another waitress brought out our food. The service was so bad the bartender apologized to us on behalf of our waitress for how long the drinks took saying that our waitress left them sitting at the bar for 30+ minutes. Olivia knowingly neglected our party of 7 because Hooters has it written on the menu that parties of 6+ will have 18% gratuity added to their bill. I have never had such AWFUL & UNACCEPTABLE service in my life. Next time we are there we will be sure to never be served by Olivia again. If I could leave negative stars for Olivia...