First Watch — Restaurant in Lakewood

First off, I never write bad reviews because every establishment has it’s bad days, is shorthanded and stressed, and I can relate as I’ve worked service industry for 35 years. My family owned and ran a restaurant and so I was trained with customer service being paramount. I eat out every weekend for breakfast and have several places I frequent, First Watch being one of the new ones I was trying. I still am in service industry in personal services not F&B, but the concept is the same...customer service, friendliness, courteousness and being respectful is huge. I must say it’s great food in general (if it’s served hot that is) which is why I return. However today we received not just lack of customer service, but downright disrespect from the front cashier. Upon trying to pay our bill, nobody was at the register (apparently they were short staffed today), I understand, I’ve been there. So we then presented payment when the cashier came back and were told “you’re gonna have to wait, these other people were in line first” then proceeded to take several parties names down for the waiting list. I then expressed we weren’t waiting to be seated, just needed to pay as my friend had to get to work, and were then spoken to with a horrible attitude and disrespect. Tone of voice and how something is said is important and these employees need further training in this regard apparently. I’ve never in my life been told this (and eat out on the regular), and I’ve never told a patron who needs to pay they need to wait behind people coming in to put their name on the wait list, however I was trained to take a patrons payment immediately when they present their ticket and form of payment. We would have had no problem waiting if we were spoken to politely, and with courtesy, but I’ve never in all my years working a restaurant or bar told anyone paying they had to wait, nor was I rude to them about it. I’ve been there, I know how hard it is to be in the weeds, and have 10 parties waiting, but perhaps they need to allow their servers to take payment as this has been an issue every time I go there as I’ve had to wait to pay before and have been fine with it, even though slightly annoying as most restaurants, the server takes your payment for you.

The prior three visits I could have written a review regarding cold food, lack of attentiveness and waiting to pay, but dismissed it and like to give a place multiple chances to show me if it was just an off day. The first visit both my and my friends food was cold. Our server did not return shortly after dropping our plates to see if everything was OK, and we were so hungry we couldn’t wait and just ate cold food. When she finally did come back (when we were finished with our food), asked how everything was (it’s too late by then) we told her our food was cold, and she did apologize, though did nothing else about it. Same thing happened the second visit, although food was warmer, but not hot. Today our food was as it should be, (nice and hot)and our server was kind and pleasant (as was the prior server the other times).

Being trained from both a family/private owned restaurant and corporate, we had simple guidelines to follow. Hot food NEVER sits in the window, check your guests food within two minutes of presenting it to make sure everything is ok or if they need something else, never touch the rim of a glass or mug as that’s where guests drink from (this is an unsanitary habit and has happened every time I’m there and should be protocol, especially during covid), take payment as soon as a guest presents their ticket & payment and be on the lookout for that payment so they don’t have to wait, and be courteous, and respectful all along the way, even if stressed.

Customer service is huge with me and I’ve always been treated with respect despite how overwhelmed, shorthanded and busy my regular restaurants I patronize have been. When you treat people with respect and courteousness, it goes along way (despite cold food even) and employees must be able to work well...

Well... I really WANT to be more satisfied and like this place better. I get pretty tickled reading the menu and have a hard time settling on an order. This went better on a previous (my first visit) than it did yesterday (2nd). One big difference was the helpfulness with the service at the time. During both visits, the service was technically sound, as in timely and attentive. Both servers could answer questions, one enthusiastically and with attention to textures and flavor color the other with patience and somewhat indifferent facts. I will admit that I may have been difficult but it was because I was excited about so many items and not because of being overly picky with a narrow and grouchy palate that I imposed on the server.

Now, for the chow and dang it! This is one time that really wish I taken a picture. Before I say anything, I ask the reader to picture what comes to mind for the word "frittata". It's not as flat as a thin batter pancake. Right? Right! It's an open faced omelette and should probably be at least as substantial as an omelette with the same ingredients or is that just a matter of opinion? I had the smoked salmon and roasted vegetables at $10.95. There could not have been more than $1.00 worth of salmon... maybe $1.50 in retail terms. There was a few tomatoes and slices onions. The tomatoes were delicious to be sure and if they were to be THE featured ingredient, I would have expected more than the equivalent of 2 slice cherry tomatoes.

Man oh man! I want to be able to rave about my experience here! We have The French Press and IHoP in the this neighborhood. The French Press has become too comfortable as evidenced by increased prices and progressively indifferent service. That said, I KNOW there is something good besides great menu writing going on at the First Watch and that this was likely to be an anomalous experience. I will definitely be going back with sincere hopes of a reversal, a corrective experience. At which point I will enthusiastically reverse and correct this review. Well shall see.

Cheers!

03.29.19

I've got to give credit where credit is due. I went back to FW with family today. I was a much better experience, especially with the salmon. In this case, my wife had the tzatziki salmon toast. Salmon WAS featured in this salmon dish.

I had a fresh vegie hash with the tasty house potatoes, veggies, eggs and cheeses. I wouldn't call it unique but there weren't any adverse surprises. I was delicious.

We had the same server as during the last visit. She was technically perfect but doesn't seem to be looking for friends, which is perfectly respectable.

I'm adding...

I ordered takeout from this restaurant. Went and picked up my food. Brought it home open the boxes and saw that some of the food was burnt and uncooked. A lot of food was scattered and look very unappetizing. I was not satisfied with the quality of the food for the money that I paid so I called back to demand a refund. The first employee I spoke to told me that they cannot do refunds over the phone so I must come back into the restaurant. I described to them how this is very inconvenient for me and ask if there’s anyway they could work with me. Again the employee told me that I must come back into the restaurant. To receive a refund. So I took a few minutes and I called back and told him that I absolutely need a refund and then I’ll be back in in 15 minutes. They then said oh wait I can get a manager for you. Again once the manager got on I had to re-explain the situation, no employee had filled her in on what’s going on. And I asked for a refund she said that she was unable to do it at the moment and then I would have to call back later that afternoon. This restaurant has a system where they are on able to refund your money on the spot I have never been to a restaurant like this. Employees and managers were very on organized and we’re not on the same page. Employees of seemed very on trend when it came to handling a disgruntled customer.

Seriously bad service and bad food I would not eat here especially because some of my food was undercooked

When I asked the manager to please take down my number and call me back when she’s available to give me a refund she said that was rude. Are you serious? Great...