Bluefins — Restaurant in Falmouth

Edit:

Member of the team have reached out since the experience and have apologised for the situation and kindly offered us to come back for another visit. Since we are no longer in Cape Cod, we cannot take up on the offer but we appreciate the apology!

Original post:

The food here is decent. Not the greatest but definitely not the worst. However the same cannot be said about the service.

We were seated at the sushi bar, which we were excited about. However the server assigned to us was working at the cocktail bar thus did not take care of us at all. He only came over once at the very beginning. While he did take our initial order, he stopped coming by and we have to wave down other staff for additional order as well as other services.

Keep in mind that we were extremely hungry after a long day already. While we were starving, our order was prepared in front of us but left at the service counter for 15 minutes (while it was ready) before it was brought over to us. We explicitly told them to serve food whenever it is ready and that request was ignored.

We were obviously not happy with the service, and had a few complains out loud along the way. When we were asking for checks, they literally sent a few servers over thinking they were for our table.

Eventually the original server who was the bartender finally came over. We politely explained our frustrations at the service, however he didn’t respond to our concerns at all. While we said we had a lot of struggles, his explanation is “I’m busy and I’m not here so I didn’t know”. As a server, “I’m not here” is an extremely terrible excuse. It is literally his job. We could understand him being busy but the lack of apology is extremely unprofessional and unfortunate.

He continued to ask where we were from. After we replied that we were from Boston, he ask “where are you originally from.” I will leave this for the reader to judge his intentions.

While annoyed, we remained polite and civil throughout the conversation. We were respectful with our complaint and did not use any bad language. However the treatment we received were opposite of polite. We would like an apology from the restaurant for everything that happened...

Great sushi - as always - probably still the best sushi/fusion place on that part of Cape.

Great food, great atmosphere.

Alas, experience ruined by - first time ever for us but still - what was IMHO a very unfortunate and non helpful manager's on duty attempt/response to a very normal and appropriate remark about how our take out order was around 1 hour in making - door to door.

A response to our calm "Hi, we have a problem, our takeout is taking an hour plus" was a) it's just 40 minutes b) we are busy today since it's our special night c) how about appreciation that we were able to sit you down d) your order is being finalized now, what do you want me to do

A) it did take an hour, maybe it took 40 minutes since kitchen was updated but for us it took an hour, during which we were getting other food and even our waitress was not sure first if the take out was in. Sometimes a banana on the wall is just a banana on the wall. The order was probably just forgotten first ;)

B) the fact that it's a busy night is irrelevant and not an excuse

C) sitting us without reservation ( party of two ) does not mean we did not appreciate it nor it anyhow justifies bad service after. It's like comparing apples and entropy. Irrelevant ;)

D) it's plain wrong to turn this back to customer with "what do you want me to do now". Cmn ...

Simple "Sorry it's taking this long" is a good start. "Can I buy you a drink at the bar as you wait" would be nice. "Let me take those 3 rolls of the bill" is extra nice. "Here is a 50$ giftcard for next time" - less than the cost of actual rolls now is a nice gesture.

Anything but not "it's 40 minutes and it's almost ready what do you want me to do now".

Just unfortunate.

We did not came to pick a fight - we actually love this place. Year long. Any season.

And we left $350 for 2 people with almost no drinks. Nice, healthy cheque.

Please, don't turn missed order back onto customers with "what do you want us to do". Do something. Be creative.

We came with no aggression and or arrogance or rudeness.

Food and atmosphere was great. As...

As soon as a found out we had plans to go to Falmouth in July I called Bluefins, this was in April.

I also made sure to call to confirm my reservations since I knew from the past it would have been a busy night.

This was not only my friend’s birthday weekend, but my birthday also, we also wanted to celebrate our engagement which happened that night.

Much to my surprise, I was given the option of a high-top near the bar or seating at the bar, I was not happy with this at again since I wanted to celebrate so many things going on in my life and the fact that I made the reservations so many months before.

We decided on the bar.

Our bartender was very friendly, but I don't think really knew the menu that much, I showed him photos of an item we wanted to try and he kind of had to guess what the item was, he got it wrong, but we did like it, nevertheless.

Now here is what made a bad situation better, the company.

We had the chance to sit next to the nicest couple from Falmouth we could have asked for.

From the time they sat down to the time we had to go the conversation was perfect. They told us of places we would never have thought to go in and around Falmouth. They told us of great stories and listed to ours also.

Bluefins, as much as I wanted to write a less than stellar review because of what happened to my reservation, this couple but back the smile on our faces.

We do plan to return to Falmouth a few more times this summer and of course plan to call and make a reservation with you also.

Please next time take into consideration that if someone makes a reservation in April for July, calls at least four times to confirm and tell your host of not only a birthday, but an engagement, they really want a better...