Dukes Bar & Grille — Restaurant in Hampden Township

We were there this past Sunday for lunch. We frequent Duke’s about once a month because of their varied menu, and the fact that they have a “family“ restroom. We travel with our 87-year-old mother-in-law, who needs assistance and having a private restroom is a benefit. However, this time the young hostess did not care or take into consideration that the person she was seating, has trouble walking and uses a walker. We were seated at the furthest, most table away from the door in the restaurant by the bar. We saw this also happened later in our visit with a lady who was in a an electric wheelchair. She was weaved in and out of the tables to be seated. When you are in Handicapped, it is humiliating to be paraded around like that.

While we were there, we went back to use the restroom twice. Both times we had to wait outside of the family restroom, which is a private single use restroom, for an employee to come out. To ask the customer this is unacceptable. Your employees should not be using the family restroom. They should be using the regular public restroom. I brought this to the attention of the manager, Lauren Carter, and while she did apologize for the way, our seating was handled she did not think that it was a problem that her employees use the family restroom. She thinks they should be allowed to use the restroom and that the paying customer should wait until her employees are done. This is extremely poor practice and quite rude on behalf of the restaurant. You are making handicapped customers who need assistance wait for your employees to use the restroom when they are able-bodied and can use the regular restroom. We chose to come to your restaurant because you do have a private restroom or we can help our elderly family member in the restroom. She was extremely dismissive and quite curt about this situation. And again while she did apologize for the table situation she would not apologize for the restroom situation. It’s quite grotesque and just blatantly rude.

I asked for the owners name (which is Donald Carter). So it’s obvious she is a family member. She told me that the owner would contact me IF they thought they needed to.

What happened to the “customer is always right”? Poor management and poor decision making process.

Be...

A friend and stopped in for some dinner. He had forgotten his mask and was just going to walk to the table with his shirt over his face. The hostess said they could not allow him to do that, I do understand they want to make sure they are following the rules to ensure they can stay in operation without interruption. My friend asked if they had any masks for purchase so he could meet their requirements. They did, but they were very expensive souvenir masks, not their fault he forgot his mask. Luckily I had extra ones in the car and we were all set. Although this wasn't Dukes fault, it really set the tone for the rest of the night. When we were seated on the deck our waitress asked what we would like to drink. Knowing they had a larger tap selection I asked for a draft list. She was not able to provide one, so I asked what was on tap, and she was not sure. There was some awkward silence, I told her I wasn't sure what to tell her at that point. I revised my question and asked what IPA's they had on tap, she was able to give me a couple options, but wasn't sure about all of them. I picked one of the options she gave me, my friend also picked from those options. We order some food and enjoyed our beers. I ordered another beer with dinner of the same type. When it came out it was the same color and tone as my friends. I explained this to the waitress. She said she had mixed the beers up and we had been drinking the other persons beer on the first round. I specifically didn't order what my friend did because I was driving and it was a very high percentage. I asked for the correct beer and my friend took the one that was already at the table. Over all the food was good, but the...

Have been here a handful of times and our visits have been good experiences for the most part. Just yesterday had a pretty terrible experience that makes me not want to return. Called and tried to put in a to-go order. First time I called was told they would transfer me to the bar, after a few rings I was taken to a recording telling me there's no mailbox set up. Called back again and spoke to the same woman and once again asked to put in a to-go order... she was clearly annoyed that I called back and transferred me again. Another equally sour-toned woman answered and took my order - I've never had someone take my order and be so blatantly annoyed. Gave my order and was told it's mandatory for them to get the payment over the phone, as if I argued with her about it. After giving her my card info she then had the nerve to ask me if I want to leave a tip... I said no, she responded with "that will be 20 minutes" click hangs up on me. My husband then goes into the restaurant and picks up the food and they ask again if we want to leave a tip. We were honestly shocked. I tip every time I get a takeout or delivery order, but I could not leave a tip for someone so rude, and who obviously thinks they deserve it no matter how they treat others. Probably will be quite a while until we come back, in hopes they have a turnover of staff because they've obviously scraped the bottom of the barrel with the two I...