Waterstone Pizza — Restaurant in Lynchburg

(1/2) I would never come back or recommend Waterstone to anyone. Their service is terrible and I was treated poorly by their evening manager twice this weekend. Last Friday, 7/10, I had family visiting us, and we decided to go out for dinner to celebrate a big milestone in our lives. I wanted to go to Waterstone, we checked the hours online, saw they close at 9pm, so we got there around 8:12pm and asked the hostess for a table for 6 people. She immediately told us they stopped seating at 8:15pm and refused to give us a table, even though it was not her stated cut-off time when we initially asked for a table. While we were disappointed at not being offered a table, and confused as we saw people around us being seated, we figured they may have reservations, understood that it was policy and decided to go elsewhere. Two days later, Sunday 7/12, we decided to give Waterstone another try, but this time I called ahead and asked for their closing/seating hours. The person that I talked to said they closed at 8pm but they stop seating at 7:15pm. We left home and got there around 7:07pm, my husband even dropped me off at the entrance to make sure we could get our name on the list as quickly as possible. My daughter and I went to the hostess (the same girl that rejected us on Friday night) and I requested a table for 4. Once again I was told “Unfortunately we stopped seating” to which I replied out of frustration, “No! I called to make sure we came in time and I was told you stop seating at 7:15pm!” I explained to her that the same thing happened to me on Friday and that tonight I made sure we were there before their cut-off time. She decided to call over her manager (Scott). I was glad because I thought that surely the manager would help me when he understood what had happened. He went to the hostess and didn’t even acknowledge me and my daughter, they had a side conversation in front of us. She told him that I requested a table and when she told me that they stopped seating I said that I had called and was told something else and that the same thing happened to me on Friday night, all of that while rolling her eyes and showing her annoyance towards me. The manager again didn’t even look at me or speak to me and took a look at their seating chart and told the hostess to take my name and finally he looked at me and said “ you are just going to...

(2/2) From my wife Lucia Torres: I was shocked by his attitude and refusal to acknowledge me even slightly with normal customer service pleasantries, I couldn’t even formulate a response at that moment, and I felt humiliated and concerned for how my daughter felt and decided to leave the building. As I walked out, my husband and younger daughter met us in front of the entrance, confused as to why we were leaving. I told him I didn’t want to eat there anymore and we got in our car, as I start explaining to him what happened, we saw 3 ladies enter the restaurant - we looked at the time and it was 7:14pm. Meanwhile my husband was increasingly frustrated and upset as I told him about my encounter and he decided to go in and speak to the manager. Once the two of us entered the restaurant, we saw the 3 ladies were in the waiting area, my husband, out of curiosity, asked them how long the wait was. One of them replied that they hadn’t been told there was a wait and they would be called as soon as a table was ready. At this point we felt even more confused. Why is it that a table was offered to another party of the almost the same size without any issues? My husband asked the hostess to get the manager. Scott came to talk to my husband, when my husband asked why he and his staff were so rude to me, Scott quickly replied that I had been rude to them! He then claimed that he had been polite and would’ve been HAPPY to squeeze me in. I couldn’t believe he was completely changing the story, so I reminded him of the exact words he said before but he denied saying any of it. I honestly told him he was outright lying to my husband and was not a good manager. He apologized IF the hostess had been rude, then he apologized that I had been given wrong information over the phone but not once apologized for his own behavior. He tried to explain away the treatment by saying they had 6 people ahead of me and over an hour wait time. However, I was never given the option during our first exchange to even decide if wanted to wait for a table or not. I was denied service by the Hostess at the beginning. They humiliated me and my family twice this weekend, and we are still trying to understand why the other customers were offered a table and we weren’t extended the...

I tried to eat at Waterstone for my birthday as it is typically one of my favorite restaurants in downtown Lynchburg. However, the experience was horrible and I can’t say I’ll be back anytime soon, if ever. We arrived at the restaurant at 6pm, 30 minutes ahead of the time that we were hoping to eat (6:30pm) as we were expecting a wait time to be seated since it was a Saturday night. We were told it would be a 45 minute wait, which we had no problem waiting for. When the 45 minutes, and then some had come and gone we checked in at the hostess stand and were told that it would likely be an additional 20-30 minutes. This was frustrating, however, I understand that wait times sometimes change slightly. As parties continuously existed the restaurant and we still were not being called to be seated, we checked again at the hostess stand and this time inquired if we could perhaps push any tables together or split our party up as there were 7-8 empty tables sitting around the restaurant. The hostess, who turned out to be the supervisor as well, was incredibly rude and assured us that she “knew how to do her job and configure her own tables” and that she would not be pushing any tables together. After passing the 1 hour and 45 minute mark for waiting I decided to inquire again about potentially pushing tables together as the restaurant was increasingly emptying. The supervisor/hostess again let me know that this would not be possible and reminded me that she had already told me this once. Shortly after 8pm, over 2 hours of waiting later the hostess/supervisor finally went and arranged the same 2 tables that had been sitting empty for 2 hours and allowed us to be seated. I am now convinced that the supervisor/hostess truly wanted us just sit and wait as long as possible or even was waiting hoping we would just give up an leave. Officially one of the worst restaurant experiences I have ever had and Waterstone has likely lost my business...