Silver Diner — Restaurant in Centreville

01/16/2021 - UPDATE - EDITING MY REVIEW

On another night, I ordered my regular avocado toast and I was going to walk out of the restaurant. The night shift manager hurried to me and started apologizing. She was very polite and friendly.

I told her that it wasn't her fault and that I'd have happily got a replacement toast if I had received a sorry in the first place. She promised me that I'd get the refund soon. And a day later, I did !!!

Thank you :) she even offered me a coupon for free entree

Please see all my transactions with Silver Diner in the past months. I have been a regular, loyal and tipping customer.

I really held back from posting this negative review for almost a week as I love their food. But I can't contain my disappointment any longer.

One night(12/24), I ordered Avocado toast with eggs. They had given me the order in non transparent boxes. I was shocked to find raw salmon on my avocado toast upon reaching.

As a vegetarian, this is unacceptable. I can never eat it. It was already past their closing time, And that night I had to sleep almost on an empty stomach as this was my dinner.

So, I walked in to the restaurant to return it a day or two later. The manager was not the least bit apologetic. She investigated me as If I am the one who committed a crime. The only sorry that she offered was almost 10 minutes after her enquiry, when I was about to leave. Which was too late by that time.

She opened the box in front of me to check if I was being honest.

( I would have considered getting the replacement toast had she been apologetic in the first place. )

Me : I don't want another toast. Please give me the refund.

Manager: ok, Did you eat the egg ?

( I was taken aback by the tone and wording of the question. I started getting frustrated. But, I answered politely as I believed that they were under the stress of working during holidays or something)

Me: yes, I ate the egg.

Manager: Ok, So I can only refund the amount for the avocado toast. The refundable amount is $12.49 (She opened the menu and verified the amount )

( I wanted to ask , what about the tax and the 15% tip for an incorrectly prepared to-go order ???? But, I kept these questions to myself)

Me : Ok, refund that amount. Can you provide me any receipt ?

Manager: My name is *. Ask for me .

Me : Ok thanks ( I was going to leave)

Manager: We are sorry

(Finally, Had you said that before, I wouldn't have become so frustrated that I am writing this long review on a Saturday afternoon.)

A week later, I still didn't see the refund. So, I drove to their restaurant. A different manager was there and she was more polite and customer friendly. She told me that the other manager was on vacation. She just asked for the entire amount of $18.73.

(She didn't conduct any investigation as to who ate the eggs)

I was satisfied with her approach. And she told me that she would call me the next day with more details.

Many days later, there was no call and no refund. So, I just called and asked for the 2nd Manager. She told me that the 1st Manager had indeed posted the refund request and that corporate should have issued it. I immediately logged into my credit card account and checked for any refunds. I didn't receive any.

Please find in the image the particular transaction in question. I had tagged it (as food) for quick reference , in case the refund was reduced directly from that amount.

The manager told me to check in with her if the refund is not posted by Monday. I thanked her and disconnected the call.

5 minutes later, I started feeling restless and stressed that I have been spending too much time following up on a toast. Hence, this long review.

I do know the names of both the managers. I am deliberately not including them, As I don't want to spread any hatred. I am just a disappointed customer who wants his refund and is trying to take a load off his chest by writing this review.

Please check my other google reviews. I have written a lot of positive and some negative ones.This...

I love silver diners. It is an upgraded diner compared to IHOP and a little nicer than Bob Evans. They have this guarantee that their food will always come out fresh, correct, and on time, and that the restrooms will always be clean. They do a good job holding up that promise to a fairly good standard. One time I asked for toilet paper that were out in all the bathrooms stalls they did fill it right away and also gave me and my husband an apology card that would make our next visit free of charge. Another time though my steak was wayyyyy done from my order of medium rare, the served apologized and did absolutely nothing. I think it's the server that chooses whether or not they want to "bother" mentioning to the manager. The manager never came by and we just did not go back since due to the service ( it was an older male server around 70 years old....so we did not report it or anything). Food is excellent otherwise and pretty consistent from location to location. The prices are a little in the higher side for a diner but well worth it. Oh a little *TIP here they have the best milkshakes and *you can always ask to "split" the milkshake into 2 glasses, or it would come with one glass and are filling Tin next to it otherwise. Chocolate Oreo shake is my favorite. The healthy shakes tastes like skim milk with melted plastic so do avoid and just split a good shake with someone. Shrimp scampi is really good here and so are the crab cakes. Excellent T-bone steaks and all the Ruebens are amazing! I have eaten here hundred of times and they have children's night in Tuesdays where kids can get face painted and animal balloon for free. Also kids eat free if they sign up for the kids club. Hope this helps guys! I do highly recommend this place if you ever pass by one. ;) oh I would give them 5 stars but I gave them 4 because of the minor food & cleanliness inconsistency from location to location and the servers training/service received...

I usually go to silver diners all over nova. This one I simply go to each week bc I get kids menu stuff for my child and things for myself since it’s close to work. Today I had it- ordered my food on the phone at 12:03 and the lady I was speaking with was nice. I am gluten free so I ordered an omelette which comes with potatoes and a biscuit and I didn’t want the biscuit/ so I asked for any other substitutions. They always charge for gluten free toast ok fine fruit or fries anything. They said no but since you come here so much we will do the fruit cup for the substitute. I said thank you. The lady also told me my food will be ready in 10 minutes or less (it was eggs and potatoes. And for my child chicken tenders). I reach there in 10 minutes the food wasn’t ready the manager was rude and said I have to then pay for the fruit cup. I said ok take it off no thanks I don’t want it. They took until 12:23 to give my food to me when it was promised in 10 minutes and were rude about the fruit like who the heck goes back on what they said? That’s horrible customer service the manager should know better unless they blindly chose her to be one and was not trained right. For a $3-$5 fruit cup lol I will not be going back and they will lose much more than that. I will be telling eveyrone around me including my coworkers friends and family not to go to that specific location. To top this horrible experience off (late no substitutes, rudeness when I was polite etc) they did not pack me any utensils when the order was to go. And I even at the end asked if everything was in the bag. Good riddance. I will be going to other silver diners as a regular customer but not the fair oaks one. Folks there is better customer service elsewhere especially from a manager. Who should know better. Go to first watch across the street. You’ll be treated...