White Dog Cafe Glen Mills — Restaurant in Concord Township

I've been awaiting a response from the restaurant for the below email and still haven't received anything. Will update this review if I hear back:

Update: they called my brother because the reservation was in his name even though I sent the email and I paid. No email back still. They offered (my brother) a gift card.

Hello,

I just wanted to express dissatisfaction with the service we experienced at White Dog Cafe Glen Mills this weekend. We had a reservation for 10. We were put in the back room, which was great for privacy. The food was great.

However, our waitress was not at all equipped to serve. She never introduced herself, she didn't honor requests to move chairs out to make room for a wheelchair or a high chair, we did it ourselves. She didn't acknowledge any of the three women at the table for Mother's Day. We constantly had to flag her down to put orders in for drinks, appetizers, etc. She was VERY slow. There were several times she would disappear for 15 minutes at a time and when she'd return, she didn't ask if anyone needed anything but instead took single plates from the table. We had to ask a different waitress to take our dessert order because we waited way too long for ours to come. We asked three separate times for the check and each time she just said "sure" and never once apologized for the slow service, or explained the reason for it. She acted more like the run staff (who were great by the way) than our actual server.

Unfortunately, toward the end of our meal, our toddler got sick at the table. We began cleaning the mess and a DIFFERENT server came by and said "I know I'm not your server, but you don't need to that. I'm sure you do that enough at home, don't worry about it." We thanked her immensely as she gave us more attention in that one interaction than our own waitress the entire night.

Finally, the entire dinner took 3 1/2 hours. Part of it, I'm sure, may be due to short staffing in the kitchen, but a good portion of it was the overall inattentiveness of our waitress.

I'd like to request some compensation for the poor service. Unfortunately, I couldn't express the collective feelings of the table through reduced gratuity as 20% was automatically added to the bill (in addition to the 3% credit card fee). The cost of our meal did not match the service that we received and we're all quite disappointed, especially since some of us have been there before and didn't have this type...

Just had a brunch here with my family to celebrate my husbands birthday and unfortunately did not have the best experience. First, service was a bit slow but they were busy so I tried to give some leeway there. We put my kids food in right away and ours wasn't put in for another 10 or so minutes later. My husband mushroom soup came out very quickly but from there we were kept waiting a while. When I inquired about when we could expect the food, I was told it was just a few minutes longer as they were waiting on my sons cheeseburger and husbands blt. We had put my kids food in right away for it to come out first so I was confused on why this was holding up their food at least. It came out shortly after and we ate which it was good food wise. I had also ordered a pomegranate ginger spritz mocktail as I am pregnant. The drink was good and I didn't question what was in it as it was supposedly made with ginger beer so I didn't know if that's what gave it its flavor. However upon receiving my check it was I put as a gardeners spritz which is alcoholic and double the price. I asked the waitress who spoke to the bartender and manager and said it should have been good to go but they removed it from the bill for the scare. Honestly I don't trust that it wasn't alcoholic now and probably won't return as I had trust that I would get a mocktail without hesitation. It got in my head after and I don't know what I had now so I'm really upset that I could have potentially had alcohol while very pregnant.

UPDATE: I just spoke to the General Manager, Dan, who was incredibly apologetic for the entire ordeal. He explained that is absolutely not what they want to ever happen and understood why I was upset and is working on getting to the bottom of the situation with the staff. I really appreciate having him reach out to me personally to discuss what happened and it makes me feel better that he was aware and will make sure it does not happen again...

We had a reservation for Mother’s Day that was a disaster. Reservation for 4:15pm, we got there around 3:45pm and checked in. They said they were waiting for a few tables to finish up and head out and that they’d seat my table closer to the reservation time. I said okay and let them know I’d come back in around then to check. I came back at 4:10pm to ask again, they didn’t have an update and said they were waiting on tables. I said okay and let them know, since it was so busy, that I’d be waiting outside and I was reassured that I would receive a call regarding my reservation… I come back in at 4:25pm after no call. Would you believe they sat another party that wasn’t me for my reservation? My elderly grandmother who has health issues was stuck waiting while they scrambled to figure out how they sat another party for my reservation. It wasn’t until my mother (on Mother’s Day!) went up and expressed her concern that we got an update regarding a table and then we were sat maybe 15 minutes later.

Our waitress also took quite some time to get us water, drinks, and take our order. She was not very attentive and it wasn’t until we asked about our appetizer that it was brought out - despite the table behind us getting their appetizer and food before us despite being sat after us. We had to ask several times for our server to share updates and even then, when we asked about our food coming out, she said that the food was going to come out based on when we got our appetizer. Which is concerning because it seems like our appetizer was forgotten until we said something.

It’s 6pm and we still have not gotten our entrees. I will never be coming to this location ever again, especially not for a holiday. Do not recommend

Update: finally got food it’s 6:15. My food (pasta) was cold. We asked for extra napkins and our waitress started attending to another group instead of...