Wood Ranch — Restaurant in Corona

On my last visit dining I had a terrible experience. I ordered the lunch special with a salad, 2 sliders, mashed potatoes and a coke. And while eating I noticed a single strand of hair in my mashed potatoes. Then I notified staff that it wasn't mine and I couldn't eat anymore. Then the service was ruined when the manager came by with another serving of mashed potatoes. Why would I be enticed to eat that? I declined. I only got to eat one slider, a salad and a couple of spoonfuls of mashed potatoes before coming across the hair which disgusted me, for some reason, maybe I thought "how do I know what germs were on that hair, or when was the hair last washed?" I was disgusted. Then the female manager came back and said "I took $10 off the $25 check".. this is a joke I thought. I couldn't eat anymore. I paid and left. Then I returned to speak with the other manager or what I believed to be the main responsible manager to tell him I am a returning customer, the staff in the var area normally greet me and are generally attentive which for the most part makes me feel welcomed however since the last dining experience I didn't feel confident in their service and the restaurant failed to keep a good reputation by charging me for their mistakes. He argued with me for awhile saying that they did nothing wrong he would not agree it was more appropriate to "comp" the meal on the previous occasion - he went on to try to blame me for not bringing up the issue to management again before I left and there was nothing more for them to do. He also said it was inappropriate for me to ask to speak with him today to bring up this issue since it was likely from a couple of weeks ago then he said "what are we supposed to do if a customer returns and says they had a bad experience 3 years ago, comp their meal ? We won't" I explained repeatedly that he was missing the point. The customer service experience was the problem and he refused to take any constructive criticism or exhibit any humility... I'm very disappointed in this response today. I felt like he was telling me to go away, after telling me that the response from the restaurant that other day was in fact how they normally respond to these types of issues. They essentially tell their customers they don't care and you still owe us. What this restaurant is forgetting is that it's about the customer service experience not the ego of the staff that will bring return business. That is the definition of horrible customer service skills and it's disgraceful. So...

First, the food was excellent and our waiter was excellent. That's where it ends. On January 27th we made a reservation for February 10th for a group of 13 people. It was my sister-in-law's 60th birthday. We checked in about 30 minutes early and they said our table was being set up. They then texted us to tell us our table was ready. When they took us to the table, some other guy we didn't know was sitting there. We told the hostess and she just walked away. When more of our party went to the podium after receiving the text that the table was ready, they were directed to the same table where more strangers were now sitting. Logic would suggest that you apologize to the people you errantly sat there and ask them to wait their turn. That table, by the way, didn't even accommodate their entire party. But no. The hostess said the manager would have to handle the situation and he didn't even appear until 10 or 15 minutes later. He refused to move the other party. So, we had to wait another 15 or 20 minutes to be sat in the outside patio. By the way, their patio is not enclosed and it was 54 degrees and the wind was blowing. If we had a Plan B, we would have left immediately, but it wasn't feasible. So in the cold we sat, outside, with my 93-year-old dad (bundled up, sitting by the outdoor fireplace), family that drove in from Arizona just for the occasion, and the birthday girl who just lost her father and just had a double mastectomy due to cancer. But of course the manager didn't know all of that, and he wasn't remotely interested in fixing his staff's mistake. His solution was to give us some free appetizers. I'll never go back to Wood Ranch again. This was my second time. The first time (a different location), we left after waiting at our table for 35 minutes without being approached. That time, the manager followed us out the door offering us free dessert. How about not offering free food, and instead training you managers and staff how to handle situations and correct their mistakes? But, again, the food was excellent and our waiter was wonderful. But that's not enough to make me or anyone else in our group...

I have previously been at this restaurant several times & overall had been happy with their food & service, until today when I encountered one of their extremely unprofessional, inexperienced & unqualified so called young punk Assistant Manager named “Ashley”!

I had ordered ribs, peanut coleslaw & a loaded baked potatoes. All was well with my meal until I added cheese & sour cream/chives ( I had ordered them on the side) to my baked potatoes & began to take a forkful of it when I noticed a hair like tiny spec poking out of it. When I grabbed it to remove it, I was shocked that it was actually a long strand of hair! Naturally I lost my appetite ( had to take the rest of my food home) & asked to speak to the Manager of the restaurant.

Sadly so, Keith Honea, the Manager Partner of this restaurant was not there & instead I encountered the above referenced extremely unprofessional, inexperienced & unqualified so called assistant mgr young punk named “Ashley”!

I was truly dumbstruck & dismayed when this woman saw with her own two eyes this long strand of hair still embedded in my baked potatoes, & only sufficed to say “ I am sorry this is not our hair” while she happened to have long dark hair herself, & yet she was claiming the hair in my food was not theirs?!

Needless to say, I was beyond ENRAGED that not only she was not helping the situation, she was actually implying that the hair in question must have been mine by claiming “ this hair is not ours!

Even Martin, another Assistant Mgr (totally unlike Ashley, a very docent Asst Mgr) who came to talk to me was just as dismayed by how Ashley had treated me & how ineffectively she had addressed the situation at hand. Had she apologised for my huge inconvenience over this hair found in my food, & had offered to replace my baked potatoes, none of this fiasco would have unfolded!

I truly hope that this restaurant has security tapes they can view to learn all of the FACTS about this hair actually found in my food! Once they do, I hope that Mgr Keith Honea would have the sensibility to fire Ashley who is a huge liability to...