Kerby's Koney Island — Restaurant in Farmington Hills

To Whom It May Concern,

I am writing as a longtime, loyal customer of Kerby’s Koney Island—having visited since childhood. I have always enjoyed your food and service, which makes what happened on 9/8/2025 at the 12 Mile Road location all the more disappointing.

On that visit, I ordered my usual tuna salad sandwich and asked for a plate of pickles—something I’ve done consistently for over 30 years. After offering to pay for the pickles, your waitress kindly explained the plate wasn’t available per store policy, and offered extra pickles instead. I accepted.

When I respectfully asked to speak with the manager, I met Christine. Rather than simply reiterating the policy or explaining, she responded in an unnecessarily harsh tone. She dismissed the waitress and placed the blame on her—speaking to both staff and customer in a way that felt disrespectful and unprofessional. It deeply unsettled me, especially as a long-standing regular.

My friend and I decided to leave and headed to Leo’s Coney Island nearby, where we were greeted warmly and received our order as requested.

I value Kerby’s greatly—your service has been part of my life for decades. However, this interaction left me feeling disrespected and unwilling to return to that location under this management. I share this not to complain in vain, but because I care and hope you can address how your team—especially leadership—interacts with both customers and staff.

Thank you for your time. I sincerely hope this incident can lead to improved experiences for...

Long time customer here (15+ years) ... I used to love this place, but this encapsulates my last three visits over the past few weeks:

The first two times - Excellent service, but was treated to a scene of servers loudly voicing their need for breaks; it made for a tense vibe both times.

Today - I strolled in around 3pm (after trying to place a carryout order but was left on hold so long, I figured, "Hey, why not dine in and enjoy the ambiance?"). There were exactly three tables occupied - not exactly rush hour. The lone server told me it would be "just two or three minutes," which sounded reasonable. I mean, everyone needs a moment to gather their thoughts, right?

One table departed, so now it was just me and two other tables. Then, the server swooped by, SLAMMED down a roll of cutlery like she was dropping the mic after a stand-up routine, and wordlessly glided off to chit-chat with the other guests before retreating to her natural habitat behind the counter.

And there she stayed. For ten minutes.

I waited for thirteen minutes, staring at my abandoned silverware like it was a breakup scene in a rom-com. Finally, on my way out, I caught her eye. She gave a shrug and said, "Sorry, I’m the only waitress."

I couldn’t help myself. "You’ve got two tables. This is taking way too long."

I hope management is able to turn...

Our experience was pretty awful. My brother ordered eggs with cheese with sausage and bacon. They forgot the sausage as well as forgot to cook the eggs with cheese. When he noticed there was no cheese in the eggs, he asked about it. 5 minutes later the waitress came out with a slice of American cheese for him to put on top of his eggs, at this point the eggs would be at a temp that's unable to melt the cheese. I ordered the Strawberry Pancakes. They came out ice cold due to the fact that they keep the Strawberries refrigerated with no attempt to warm them or bring to room temp once needed, so they were dumped and swamped over the pancakes making them ice cold and completely soggy. My son needed a to-go box, which came back with sticky fingerprints and hair inside the box. We were wondering why the place was empty, but we understand now. It's unfortunate because we decided to go here based on a...